RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.
Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.
Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.
Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).
For further information, please visit: www.rws.com 
RWS Division:

Group IT enables the organisation to achieve its strategic direction whilst driving shareholder value. The division establishes common standards and IT governance across the business. It further develops and manages core applications enabling smooth operational running of the organisation across all functions. We drive and deliver future roadmaps aligned to the overall strategic direction of the business. Group IT support services to over 7500 end users across the globe, manage the information security operation and safeguard all our assets. Our core Group IT functions include: Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management.  Group IT has a global presence across all regions with over 200 staff.

About the Role:
The IT Change Manager is accountable for managing all changes across Group IT. Working with Support, Project, Network, Security & Infrastructure teams to ensure a robust ITIL Change Management process is being followed. The role will chair weekly CAB Meetings and ECAB meetings(as necessary). Reviewing and ensuring Requests for Change are completed appropriately and ready for presentation at CAB. 
Working for the Group Head of IT Service Delivery, the role will suit someone with a proven track record in IT Change Management. The successful candidate will understand the role excellent change management plays in ensuring availability of IT services remains stable. This is a senior hands-on role managing the effective Change Management across Group IT and to the wider business.

This is a highly visible role in a key strategic office location and as the IT Change Manager you will be supported by a Change support role over time as the Change management function matures to provide high quality management of IT changes across RWS. Key to the role is metric reporting, articulating the volume and types of change, alongside successful and unsuccessful changes, ensuring Post Implementation Reviews for unsuccessful changes and follow up on continuous improvements plans. Reporting will be seen both internally by senior stakeholders and IT Management.

This role also entails ensuring the delivery of the highest level of operational service to end-users by coordinating the activities of the service delivery team across all areas of services and performs numerous duties, such as service management, change control, and improvement in service, all to ensure continuous customer satisfaction, cost minimization, and profit maximization.

Responsibilities: Change Management:
* Owner of the Change Management Process. 
* Reviews historical records of changes to ensure that the process is running as required
* Final approver on ALL changes  
* Responsible for identifying improvements to the process and ensuring it is adequately resourced. Liaising with stakeholders for Continual Service improvement. 
* Provides statistical & trend information regarding the volume and success rates of changes through monthly reporting 
* Ensures changes are in the correct statuses, for example, chases updates on changes that have gone past their end date/time
* Chairs the Change Advisory Board (CAB) meetings and co-ordinates its activities
* Organises and chairs Emergency Change Advisory Board (E-CAB) 
* Holds Post Implementation Review (PIR) for failed and unauthorised changes
* Accountable for and manages the end-to-end Change Management Process
* Validates all RFC’s to be included on the CAB Agenda for completeness.
* Point of escalation for Change Analyst and escalates to Senior Management, when and where appropriate 
* Works with Change Implementer/Requestor to identify and organise attendees for a discussion on whether to back out an over-running change and undertake an emergency impact assessment 
* Investigates unauthorised changes identified and includes output from these investigations within Change Management reports
* Covers periods of absence for the Change Analyst, undertaking parts of their role essential to the Change Management process
* Produces monthly Change Management reports
* Liaises with existing and new 3rd party suppliers to ensure they are familiar with how and when to raise RFCs within RWS to inform RWS Change Management of planned changes that may impact RWS for planned changes.

Location/Mobility
o The role will be based in Maidenhead, UK, although some travel may be required to other locations, along with occasional flexible working. 
Data Protection
o The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.

Requirements:
* Qualifications
o Essential
* English: Business Level
* ITIL Ver 4 Practitioner or demonstrable equivalent experience. 
* Accredited Change Management qualification. 
o Desirable
* Educated to degree standard 
* Microsoft Certified Professional / relevant experience.

* Skills
o Essential
* Demonstrated ability to prioritize business needs against IT resource availability.
* Excellent written and oral English communication skills and strong leadership qualities.
* Excellent knowledge of Change management, technical management and information analysis.
* Ability to work independently and drive improvements in Change Management processes 
* Practical experience with ITSM/ITIL processes by developing, implementing and improving a process based service management framework.
* Experience in working in a European or global environment.
* Experience in people management and understanding business requirements.
* Practical, flexible and innovative approach to work.
* Ability to advise, lead and motivate teams and individuals.
* Good Interpersonal, relationship-building and networking skills.
* Excellent customer focused approach and commitment to service delivery
* Comprehensive of knowledge of ITIL 
* Knowledge of MS Teams/Office365 
* 
* Desirable
* Working knowledge of networking technologies
* Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN)Desirable
* Logical and methodical approach to working 
* Ability to negotiate with and influence staff at all levels 
* Knowledge of Mac OSX  
* Knowledge of ISO 27001 
* Knowledge of Telephony technologies such as Avaya IP Office Group Policy Knowledge of scripting in PowerShell , batch files or VBScripts
* Virtualization (Hyper-V, VMware)
* In-depth knowledge of Windows environments- specifically: 
* Active directory 
* Windows Microsoft Office 
* Office365 
* Desktop operating System building, maintenance and deployment
* Knowledge and experience with Antivirus technologies 

* Experience
o Essential
* 5 years’ leadership experience within a European or global IT support environment.
* Leading and managing a Change Management function, implementing and running Change Management processes.
* Personal
o Essential
* Highly self-motivated with a demonstrable commitment to team development.
* Confidence, enthusiasm and commitment to finding innovative ways of working
* Professional – punctual, reliable, trustworthy, inspires confidence
* Able to work as part of a team and independently
* Self-confident

Reporting Line  - IT Change Manager / Head of Group IT Service Delivery

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives  us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch  
 
As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration. 

We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.   

Recruitment Agencies: RWS Group PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.