We are looking for a Vice President Service Support to play a key role in leading our Service Desk and Global Command Centre in Gdansk, Poland.
The CIO organization in Thomson Reuters provides shared capabilities spanning Service Management, Digital Commerce, LABs, Platforms Engineering, and Architecture. In parallel with the Thomson Reuters transformation program, the CIO organization is driving a change to bring closer alignment of the technology work we do, to the product and business outcomes. The services from CIO are delivered through a shared capability model and implemented by a strong, talented, diverse set of global resources. Through the use of modern technology, platforms and services, and closer alignment to business stakeholders, we maintain a focus on customers, while making it easier for our internal consumers to use our services.
About the role
The Vice President, Level 1 Services will be responsible for leading the strategy and operation of front-line IT Services globally for Thomson Reuters. This role will have oversight of the service desk and a Global command center providing leading edge 1st line support service utilizing internal and partner resources. Utilising best in class tooling, the VP will lead a team that supports the operation of key service management processes that ensure high velocity, safe and controlled service delivery. The initial team size will be 20-30 people, growing to ~100 through realignment from other functions and organic growth. The VP will also be accountable for several large managed service relationships.
In this opportunity as VP, Level 1 Services, you will:
Alongside the Head of Service Management build the vision and Strategy for First Line IT services globally for Thomson Reuters
Deliver exceptional service benefiting internal and external customers utilizing appropriate tooling to drive up the value of first line IT activities
Support the provision of data to enable fast and accurate major incident and service communication
Drive acknowledgment, mitigation, resolution of high severity technology incidents
Build and lead partner strategies to deliver cost effective first line service support
Build a capability utilizing technology providing observability proactive monitoring and alerting to manage the health and availability of IT infrastructure, applications and services
Seek to prevent the occurrence of unplanned outages and predict/spot anomalies through use of tools, data and alerts that can enable preventative action and minimize business disruption
Lead role in the execution and governance of Incident, Major Incident and Event and Problem management processes
Be a people leader:
Manage a diverse set of global internal and partner resources to delivery service desired service outcomes
Represent Service Management as a key stakeholder in all Technical Service Improvement programme activities, own and drive the improvements
Establish service-wide continuous improvement culture
Lead adoption of Service Management processes and tools
Listen to voice of customer & drive better support experiences
Deliver effective talent management practices and optimize use of talent across the technology organization
Coach and mentor current and future leaders; proactively identify training and growth opportunities
Foster a continuous learning culture and a curiosity about emerging technologies
Manage vendor relationships for third party labor and services
Some travel may be required as this position manages a global team
You’re a fit for the role of Head of Level 1 Services if you have:
Bachelor’s degree or equivalent required, preferably in a software engineering or related discipline
7+ years of leadership experience in software development and/or technology infrastructure and operations
Broad understanding of the technologies used to build and operate distributed application systems
Experience with Service Desk, Operations Centres, Global Command including the use of tooling and data to deliver results
Excellent critical thinking, communication, presentation, documentation, troubleshooting and collaborative problem-solving skills
Ability to flex styles to work well with a range of stakeholders from extremely technical engineers to non-technical business leaders
A management style that is collaborative, energetic, and results-oriented
Ability to influence others and drive consensus across stakeholder groups
Ability to perform in a fast-paced environment and are motivated by complex technical and business challenges
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.
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