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VP, Service Platform

VP, Service Platform
ref. no: JREQ155296

We are looking for a Vice President Service Platform to play a key role in building the vision and strategy for service process and associated tooling globally at Thomson Reuters.

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

This role will lead the capability and set the strategy for a multi-skilled team that owns and drives the core service management toolsets utilized in Thomson Reuters. They will lead the improvement and effectiveness that drives business value from the key Service Management processes. This role will also be accountable for establishing a degree of governance and compliance through a framework covering people, process, technology, and data. The role will have a focus on improved business outcomes from adopting core service management processes and tooling, driving continual improvement utilizing core metrics to demonstrate success.

In this opportunity as VP, Service Platform, you will: 

Deliver results:

  • Reporting into and working with the Head of Service Management, build the vision and Strategy for Service process and associated tooling globally at Thomson Reuters

  • Improve effectiveness and business value from the Major Incident Management process

  • Improve the adoption, utilization, and functional value of ITSM tools that underpin the core service management processes

  • Define and implement ITSM Platform Governance model and roadmap

  • Review/Develop appropriate data architecture and design blueprints for tooling

  • Strengthen the Thomson Reuters Asset Management capability and associated approach to mapping dependencies and configuration management

  • Mature the Asset inventory and Configuration management capability, strengthening ServiceNow CMDB to become a single, trusted source of truth

  • Manage the development and implementation of fully automated service discovery and service dependency mappings.

  • Drive business value from all process, tooling and platform decisions.

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 program 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

About You

You’re a fit for this role if you have:

  • Bachelor’s degree or equivalent required, preferably in a software engineering or related discipline

  • 10+ years of leadership experience in Service management, software development and/or technology infrastructure and operations

  • Broad understanding of the technologies used to build and operate distributed application systems, including experience with ServiceNow and other core service management toolsets and process

  • Establishes and drives overall service platform technical strategy and in partnership with Enterprise Architecture and ensures that the strategy and its implementation fits with the overall goals and needs of the business units in the region as well as globally.

  • 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

  • Competitive salary

  • 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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