Director Service Management (BB-BA9F1)
Found in: Talent IN
Description:Job Description This function is responsible for ensuring that Thomson Reuters receives the highest level of service quality and efficiency from IT Service Providers (both internal and external) by focusing on the following 1. Accountable for service quality, measurement, and integration with Service Providers, including day-to-day management and operational escalations as required. 2. Partner closely with Service Owners and Business Relationship Managers on performance (including availability and scalability), improvement efforts, and SLAs. 3. Create and maintain positive working relationships with key stakeholders from the business to ensure employee needs are being met by Service Providers. Accountabilities Manage IT 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. Review and approve Service Providers development and implementation of action plans that correct operational and Service Management shortfalls. Resolve program performance issues; approve/reject change control requests. Review and approve change plans, operational readiness, and implementation. Review/address performance issues with Service Providers. Address service fulfillment delivery issues (escalated). Review Service Level performance reports, participate in individual Service Provider performance reviews, and performance improvement plan development. Build and maintain strong relationships with internal customers. Key deliverables 1. Have detailed knowledge of the services provided by each Service Provider. 2. Understand the impact a service outage may have from the customer perspective. 3. Be responsive to internal customer needs. 4. Act as an escalation point for Major Incidents and issues that have breached SLAs. 5. Participate in Technical and Management Update calls for major incidents, providing regular status updates to key stakeholders. 6. Provide weekly / monthly reports on Service Provider performance. Skills and Experience Experience with the management of major outsourcing contracts. Bachelors 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.
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