- Location
- Maidenhead, UK
- Type
- Contract
- Department
- IT
- Seniority
- Manager
- Closing date
- Today
- Source
- iCIMS
Description
Job Purpose
This role is a program management position tackling a complex upgrade challenge. Over time, heavy customizations have made it difficult for customers to adopt new product versions. The lead will coordinate a strategic plan with engineering to streamline the upgrade path, ensuring customers can access the latest features, reducing churn.
About Product & Technology
Product & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS.
With a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.
Job Overview
Key Responsibilities
Lead the Upgrade Strategy; Own the end‑to‑end programme to simplify and streamline the upgrade path across all product lines.
Coordinate Cross‑Functional Delivery; Partner with Engineering, Product, Architecture and Customer teams to align priorities, dependencies and timelines.
Reduce Customisation Complexity; Work with engineering leads to identify, phase out or standardise legacy customisations that block upgrade adoption.
Define Governance & Reporting;Establish programme governance, cadence, KPIs, dashboards and executive reporting to track progress and risks.
Manage Risks & Dependencies; Proactively surface technical, operational and customer‑impact risks and drive mitigation plans.
Improve Customer Upgrade Adoption; Ensure customers can access new versions quickly by removing friction points and coordinating rollout readiness.
Drive Continuous Improvement; Use insights from each upgrade cycle to refine processes, tooling and cross‑team collaboration.
Act as the Strategic Bridge; Translate technical complexity into clear business impact for senior leadership and commercial teams.
Skills & Experience
Programme Leadership; Proven ability to lead multi‑quarter, multi‑team transformation programmes with measurable outcomes.
Technical Understanding; Strong grasp of software architecture, versioning, customisations and upgrade lifecycle challenges.
Change & Transformation; Experience driving process simplification, standardisation and adoption across engineering and customer‑facing teams.
Stakeholder Management; Skilled at aligning diverse groups (Engineering, Product, CS, Commercial) around a unified strategy.
Data‑Driven Decision Making; Ability to use upgrade metrics, customer data and technical insights to prioritise work.
Communication & Influence; Able to communicate complex technical issues in a clear, business‑relevant way to senior leaders.
Customer‑Centric Mindset; Understands how upgrade friction impacts adoption, satisfaction and churn.
Risk & Dependency Management; Strong capability in identifying blockers early and coordinating resolution.
