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Service Delivery Manager

2 months ago

Old Toronto, Ontario, Canada Thomson Reuters Full time
Job Description

**Job Summary:**

We are seeking a highly skilled Service Delivery Manager to join our team at Thomson Reuters. The successful candidate will be responsible for ensuring that our organization receives the highest level of service quality and efficiency from our service providers.

Key Responsibilities:

  • Service Management Integration: Manage the integration of service management between Thomson Reuters business areas and service providers.
  • Service Portfolio Management: Ensure the integration of internally and externally sourced service portfolios.
  • Service Requirements Management: Review and align input from demand management for new/changed services and service requirements.
  • Operational Readiness: Partner with application development teams to deliver operational readiness for new products and features.
  • Service Governance: Partner with security, infrastructure, and service governance teams to deliver compliance with internal and external standards, expectations, and certifications.
  • Performance Management: Review/address performance issues with service providers.
  • Service Fulfillment: Address service fulfillment delivery issues (escalated).
  • Relationship Management: Build and maintain strong relationships with both internal partners, as well as key contacts from the service provider organizations.
  • Service Knowledge: Have detailed knowledge of the services provided by each service provider.
  • Incident Management: Help build cross-team collaboration to drive resolution of issues when multiple service providers are involved.
  • Customer Focus: Be responsive to internal customer needs.
  • Problem Management: Ensure complex incidents are being problem managed appropriately making sure that major incidents are being fixed to prevent reoccurrence.
  • Partner Support: Oversee strategic partner support groups and ensure appropriate day-to-day operations in line with TR processes.

Requirements:

  • Application Support Management: Proven capability and experience in application support management preferably at an enterprise level.
  • Service Integration: Proven capability and experience in integrating services from multiple service providers.
  • Organizational Skills: Strong organizational and conflict management skills.
  • People Management: Strong people management skills and experience.
  • IT Service Management: Strong IT service management and standards experience.
  • Certifications: SIAM Certification and ITIL Certification.