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VP, Service Delivery Management, Commercial Engineering

VP, Service Delivery Management, Commercial Engineering
ref. no: JREQ155475

The Role

We are looking for a Vice President, Commercial Engineering, Service Delivery Management (SDM) to play a key role in leading our Service Desk and Global Command Centre in Gdańsk, Poland.  This role will report into the Head of Service Management, who is based in Gdańsk.

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.


The Vice President, Commercial Engineering, SDM will provide expert operational leadership and lead efforts to drive improved service outcomes for the Commercial Engineering segment, from improving operational resilience and engineering excellence to focusing on bettering support experiences for customers.

Key deliverables:

  • Establish end-to-end service thinking and ‘journey-led’ working
  • Drive service and engineering improvements across whole service
  • Lead end-to-end resolution of incidents within domain of responsibility
  • Deliver reliable 24x7 operations, meeting business expectations across the product/service portfolio
  • Serve as the management escalation and executive communications point during major issues
  • Partner with application development teams to deliver operational readiness for new products and features
  • Effectively lead and collaborate with external service providers, driving customer centric forward thinking with them
  • 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
  • Effectively articulate complex problems, concepts, and solutions to varied audiences
  • Manage team and project financials
  • Drive continuous improvements in productivity, software quality and reliability

Leadership responsibilities:

  • Manage a diverse set of global application reliability and operations engineering teams consisting of ~100 people
  • Key stakeholder in all Technical Service Improvement programme activities, own and drive improvements
  • Establish service-wide continuous improvement culture
  • Lead adoption of Service Management processes and tools
  • Listen to voice of customer and 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

Candidate Profile

You’re a fit for the role of Vice President, Commercial Engineering, SDM if you have:

  • A 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 Agile methodologies and the use of modern Cloud and SaaS technologies and systems
  • Excellent critical thinking, communication, presentation, documentation, troubleshooting and collaborative problem-solving skills
  • Ability to flex style 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
  • Financial acumen and experience managing a budget
  • Experience managing people remotely and leading teams of up to 150 people

What’s in it for You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth and with a strong focus on:

  • Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more; casual and diverse office environment where colleagues come from over 30 countries; high standards of ethics in the workplace
  • Wellbeing: Private healthcare, pension, Multisport card, and more; two annual company-wide Mental Health Days off; Headspace app subscription; resources for mental, physical, and financial wellbeing
  • Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company
  • Purpose Driven Work: We are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency; we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world
  • Competitive Salary: Package consists of a base, annual incentive and long term incentive


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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