Manager, SIAM Service Manager
Thomson Reuters
Toronto, Ontario, Canada
1d ago

Job Description

The Manager of SIAM Service Manager is responsible for ensuring that Thomson Reuters receives the highest level of service quality and efficiency from Service Providers (both internal and external).

The position will be accountable for service quality, measurement and integration with Service Providers. This includes day-

to-day management and operational escalations as required. They will ensure resolution of support tickets is in line with agreed service level agreements.

They will partner closely with peer groups, such as Employee Experience, ISRM (Information Security Risk Management) and IHN (Infrastructure Hosting and Networks) on performance (including availability and scalability), improvement efforts, and SLAs (Service Level Agreements).

They will work closely with delivery and service providers to ensure all system defects are analyzed and fixed in production systems to avoid reoccurrence.

Create and maintain positive working relationships with key stakeholders from the business to ensure employee needs are being met by Service Providers.

Responsibilities

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.

Approve / reject emergency change control requests.

Review / address performance issues with Service Providers.

Address service fulfillment delivery issues (escalated).

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

Required Skills

Proven capability and experience in application support management preferably at an enterprise level

Proven capability and experience in integrating services from multiple service providers.

Strong organizational and conflict management skills

Strong people management skills and experience

Strong IT Service Management and standards experience

Key Deliverables

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

Represent GSF / SIO cases.

Participate in BCP testing.

Participate in Service Transition activities.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers.

As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences.

With more than 25,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world.

Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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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