IT Service Delivery Team Leader

at  RWS Group

Job Purpose:
The Regional IT 2nd Line Service Delivery team is responsible for the delivery of IT support services to our internal customers across the EMEA Region and is a key team within the wider Global IT Team. This team has wide-ranging tasks that provide IT support services to over 4500 end users across EMEA. These services include Office 365 and Windows Server administration, supporting our Dell laptop and desktop estate on the Windows 10 platform, and delivering excellent support services to enable the business to exceed.

SKILLS & EXPERIENCE

• CompTIA or similar.
• Excellent customer focused approach and commitment to service delivery.
• Strong problem-solving skills.
• Ability to prioritize workload
• Strong interpersonal and communication skills, both verbal and written.
• Active directory, DNS, DHCPOffice 365 Administration, SCCM and Intune and Azure
• Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN)
• Virtualization (Hyper-V, VMware)
• System Centre Virtual Machine Management
• NMS (any but ideally PRTG, Zabbix)
• Experience of using NMS systems
• Group Policy
• Knowledge of scripting in PowerShell, batch files or VBScripts
• Backup Technology - Veeam, Backup Exec and Cloud Berry
  Life at RWS:
  At RWS, we’re here for one purpose: unlocking global understanding.
  As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.
  We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.
  Over the past 20 years we’ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.
  If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.
  We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise.

• Ensuring that tasks, service requests, and incidents are allocated across the team in accordance with internal processes and procedures.
• Regular 1-2-1 sessions with each team member.
• Perform regular performance evaluations of team members’ performance and set goals and objectives in alignment with the company’s goals and objectives.
• Promote the company’s values and ensure that the IT Service Delivery team operates in an efficient manner and offers best in class level of support to our internal and external customers.
• Responsible and accountable for producing regular reports relating to the number of incoming service requests and incidents versus closed service requests and incidents for each team member.
• Collaborates with other departments within Group IT (i.e. Project Management) to ensure resource allocation and availability for projects where IT Service Delivery is involved.
• Leave and illness cover planning.
• Responsible and accountable for ensuring that the Major Incident Management process is followed as well as communications are issued to the business in case of outages, major incidents, service degradation and scheduled maintenance.
• Identify areas of improvement within the regional Service Delivery team, processes, and procedures and take sustainable action to reduce incident/service request volume.
• Collaborate with Problem Management to identify the root cause of repeat incidents.