Security Service Delivery Manager

Job Purpose

This exciting, fast-paced internal facing role requires an excellent customer-oriented communicator with an ability to use their own initiative and to work as a team or independently. This role offers an individual with the basic skills the opportunity to expand their knowledge into all aspects of the respective technology. About Role:

The Security Service Delivery Manager (SDM) will join the Security and Service Delivery team, responsible for supporting the security and delivery of SaaS software and hosted solutions which includes Language Technology, Web and Knowledge Center / Tridion services. The SDM team is part of RWS Cloud Operations and helps contribute to the organization's goals of increasing customer satisfaction, enabling a seamless customer experience, and increasing productivity and profitability.

The Security Service Delivery Manager role is a key part of the team with overall responsibility for the security service RWS delivers in its Cloud.

The Security Service Delivery Manager will join the SDMs - who are the central point-of-contact for an allocated set of clients and maintains day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ environments and the Security Team, responsible for establishing and maintaining the Cloud Security Program for RWS.

The Security Service Delivery Manager will create and maintain a Service Catalog outlining the general features of the Security Program for customer consumption. The Security Service Delivery Manager will also create reports for customer consumption, including defining the report format, coordinating the collection of inputs and data for these reports from the various internal technical teams and using the tooling itself to pull the appropriate reporting data.

This resource will need a good understanding of the security setup for the customers they are looking after, both standard and custom deployments, and be able to speak to this in front of the customer. They will need to oversee operations, coordinate maintenance and upgrade activities with the customer and internal teams and manage any incident response communications.

Job Overview

Key Responsibilities:

A strong ability and desire to collaborate with peers and to constructively resolve differing points of view.

Coordinate project activities

Document and maintain the Service Catalog detailing the RWS Cloud Security Program

Generate Daily, Weekly and Monthly Internal & Customer Reports

Update the Service Delivery Process / Tasks and activities

Analyze reports and make recommendations on improvements / provide Root Cause Analysis

Recommend and coordinate implementation of changes to services to improve metrics and drive Continuous Service Improvements, by working with Security, Development and Cloud Operations teams to optimize the service and co-ordinate process changes with process owners

Coordinate with stakeholders and fix process / communication gaps

Create and maintain service collateral, detailing key aspects of the hosted service

Maintain an understanding of RWS’s security policies and how they apply to the service

Providing reports of major incidents, service outages/degradation and infrastructure changes

Coordinating and facilitating regularly scheduled operational and status update meetings with key stakeholdersConduct internal Meetings / Manage War-Rooms to resolve issues within the defined / customer agreed SLAInitiate and coordinate actions to maintain or improve service levelsCoordinate and expedite the resolution of technical issues acting as the key liaison point

Keep an up-to-date security questionnaire

Centralized repository of customer agreed SLA, service details vs what is being delivered

Facilitate service ratification, implementation and improvements by leveraging Cloud Operations resources through programs of automation and process improvements.

Skills & Experience:

8-10 yrs. of experience required.

Bachelor’s Degree

Strong understanding of ITIL concepts, Best Practices and Principles. ITIL Foundation certification preferred

Excellent verbal and written communication skills are mandatory

Excellent Reporting, Customer service and Leadership skills

Strong teamwork skills and attention to detail

Experience handling infosec projects through the full life-cycle

Experience dealing with info-security incidents from end to end which involves triaging, identifying and isolating the issue.

Strong technology skills and knowledge in a broad range of (security) areas including networking, server, cloud based technologies, risk management and software development.

Skills and knowledge in executing and documenting penetration tests, vulnerability assessments and risk assessments.

Skills and knowledge in security monitoring.

Professional experience working on AWS/Azure/GCP.

Cloud certifications like AWS certified solutions architect, security speciality certification is preferred.

Have successfully completed a CEH and any cloud security certifications.

Experience with ISO 27001 and SOC 2 audit requirements.

Extensive experience with security protocols, cryptography, authentication (MFA, SSO, etc…) and access control.

Advanced analytical and structured problem solving abilities with inquisitive approach to work.

Understanding and utilization of automation and available tools.

Strong English written and verbal communication skills with proven ability to write highly technical reports and documentation.

Being able to explain complex issues to inexperienced people.

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.

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.

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we ll Deliver together as One RWS.

For further information, please visit: RWS

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics

Recruitment Agencies: RWS Holdings 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.

Regular Full-Time