Location
Bangalore | India
Job description
Job Description
As an employee at Thomson Reuters, you will play a role in shaping and leading the global knowledge economy. Our technology drives global markets and helps professionals around the world make decisions that matter. As the world's leading provider of intelligent information, we want your unique perspective to create the solutions that advance our business—and your career. Our Service Management function is transforming into a truly global, data and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations.
About The Role In this opportunity as Service Manager , you will:
- Manage Service Management integration between Thomson Reuters business areas and Service Providers (both internal and external).
- Ensure integration of internally and externally sourced service portfolios. Review and align input from demand management for new/changed services and service requirements.
- Partner with application development teams to deliver operational readiness for new products and features.
- Collaborate with stakeholders such as business teams, product owners, and project management in defining roadmap for products and processes
About You You're fit for the role of Service Manager , if your background includes:
- 10-15 years of experience.
- Act as an escalation point for Major Incidents and issues that have breached SLAs.
- Participate in Technical and Management Update calls for major incidents as appropriate, providing regular status updates to key stakeholders.
- Act as a lead on Service Provider integration activities for new Service Providers, and separation activities for exiting Service Providers.
- Review and approve Service Provider's development and implementation of action plans that correct operational and Service Management shortfalls, as well as proactive Continual Service Improvement activities.
- Provide effective enterprise-wide change management functions, including reviewing and approving change plans and emergency change requests.
- Conduct weekly / monthly operational review meetings with Service Providers.
- Build and maintain strong relationships with both internal partners, as well as key contacts from the Service Provider organizations.
- Have detailed knowledge of the services provided by each Service Provider. Understand the impact a service outage may have from the customer perspective.
- Help build cross-team collaboration to drive resolution of issues when multiple Service Providers are involved.
- Be responsive to internal customer needs.
- Ensure complex incidents are being problem managed appropriately making sure that major incidents are being fixed to prevent reoccurrence.
- Oversee strategic partner support groups and ensure appropriate day to day operations in line with TR processes.
What's in it For You You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
Do you want to be part of a team helping re-invent the way knowledge professionals work How about a team that works every day to create a more transparent, just and inclusive future At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.
Accessibility As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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