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Service Delivery Manager

Service Delivery Manager
Gdańsk
ref. no: JREQ155862

We are seeking Service Delivery Managers to join our CIO Service Management team in Gdansk.

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 Service Delivery Manager is responsible for ensuring that Thomson Reuters receives the highest level of service quality and efficiency from Service Providers (both internal and external). The position will be accountable for service quality, measurement, and integration with Service Providers. This includes day-to-day management and operational escalations as required. They will ensure resolution of support tickets is in line with agreed service level agreements. 

Please note that you will be required to join our weekend on-call rota once every month– these are 12 hour shifts on 2 days

About the Role

In this opportunity as Service Delivery Manager, you will: 

  • Focus on overall stability of environment.

  • Act as an escalation point for Major Incidents and issues that have breached SLAs.

  • Act as a lead for onboarding and offboarding key Service Providers.

  • Work with Service Provider’s on Continual Service Improvement.

  • Conduct and participate in operational review meetings with Service Providers.

About You

You’re a fit for the role of Service Delivery Manager if you have:

  • Proven capability and experience in application support management preferably at an enterprise level

  • Proven capability and experience in integrating services from multiple service providers.

  • Strong organizational and conflict management skills

  • Strong IT Service Management and standards experience

  • SIAM / ITIL Certification (preferred)

What’s in it For You?

At Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:

* Learning and Development

  • Exposure to a wide breadth of leading-edge technology
  • Career growth - ability to work on multiple projects and/or with various teams
  • Professional growth and development opportunity through various training programs, conferences, networking events, in-house speaker series etc.
  • Access to Hackathons, Unconferences, Harvard Manage Mentor and more; we offer learning opportunities for everyone

* 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

#LI-DA1

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.

Accessibility

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.

Please add the following clause: I agree to the processing of my personal data for the needs necessary in the recruitment process.

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