The 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) by focusing on the following:
Accountable for service quality, measurement, and integration with Service Providers, including day-to-day management and operational escalations as required.
Partner closely with peer groups, such as Employee Experience, Info Security and Infrastructure, Hosting & Networks, on performance (including availability and scalability), improvement efforts, and SLAs.
Create and maintain positive working relationships with key stakeholders from the business to ensure employee needs are being met by Service Providers.
As our SIAM 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.
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.
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.
Skills and Experience:
Experience with the management of major outsourcing contracts.
Bachelor’s degree, applicable certification, or equivalent experience required.
Demonstrated experience developing and managing internal and external business relationships.
Relationship focused – ability to forge excellent relationships with Thomson Reuters and Service Provider team members at all levels.
Strong written and oral communication skills.
Highly developed project/program management skills.
Analytical, root-cause, and solution focused.
Strong organizational skills.
What’s in it For You?
Casual and diverse office environment where colleagues come from over 30 countries
Flexibility and home-office opportunities
Two additional days off for voluntary jobs
Wellbeing scheme including private healthcare, pension, Multisport card and more
High standards of ethics in the workplace
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 25,000 employees across more than 75 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.
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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More information about Thomson Reuters can be found on thomsonreuters.com.