(Canada) Service Delivery Manager

7 months ago

Toronto, Canada Thomson Reuters Full time

The Service Delivery 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 Platform Engineering 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.
- Collaborate with stakeholders such as business teams, product owners, and project management in defining roadmap for products and processes
- Partner with security, infrastructure, and service governance teams to deliver compliance with internal and external standards, expectations, and certifications
- 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 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
- SIAM Certification
- ITIL Certification

**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 Providers 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.

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