Service Delivery Excellence Lead

2 weeks ago


Old Toronto, Canada Thomson Reuters Full time

About the Role

We are seeking an experienced Service Delivery Excellence Lead to join our team at Thomson Reuters. This is a unique opportunity for you to leverage your skills in application support management and service integration to drive business excellence.

Key Responsibilities

  • Manage the integration of services from multiple service providers to ensure seamless delivery to our clients.
  • Collaborate with cross-functional teams to identify opportunities for process improvement and implement changes that drive business value.
  • Develop and maintain strong relationships with key stakeholders, including service providers and internal teams.
  • Provide leadership on strategic partner support groups and ensure effective day-to-day operations aligned with Thomson Reuters processes.
  • Lead incident management efforts, ensuring that complex incidents are properly problem managed to prevent reoccurrence.
  • Act as an escalation point for major incidents and issues impacting SLAs, participating in technical and management update calls as necessary.
  • Oversee the development and implementation of action plans by service providers to address operational shortfalls and proactive Continual Service Improvement activities.
  • Review and approve change plans and emergency change requests to ensure effective enterprise-wide change management.

Requirements

  • Proven experience in application support management and service integration, preferably at an enterprise level.
  • Strong organizational and conflict management skills, with experience in people management.
  • IT Service Management and standards expertise, including SIAM and ITIL certifications.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.

About Us

Thomson Reuters is a leading provider of news and information to the world's media, legal, tax and accounting, healthcare and risk and compliance communities. We combine industry expertise with innovative technology to deliver critical information to professionals in over 100 countries.

Compensation Package

The estimated annual salary for this role is around $120,000-$180,000 depending on experience, location, and other factors. Our compensation package includes a comprehensive benefits program, flexible work arrangements, and opportunities for career growth and development.



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