Head of Service Management

About the Role

The Global Head of Service Management ensures technology services are designed, planned, implemented and improved in line with both current and future business needs. They will engage, coordinate and support Thomson Reuters technology functions across all regions to ensure the consistent deployment of processes, tools and technology essential for effective service delivery and development. Additionally, they will ensure the coherent and effective management of the processes, systems and people required to design, develop, deliver and improve technology services to meet Thomson Reuter's needs now and in the future.

Specific responsibilities:

• Focal point of representation for all aspects of Service Management in CIO and wider organization
• Owns and directs the coordinated strategic vision and associated global operating model for Service Management from within the CIO leadership team
• Instils a customer-centric service mindset throughout the organization, building impactful relationships with other leaders, and clearly articulating what good service operations looks like at all levels
• Drives sustainable service-related outcomes through a platform mindset approach to Service Management underpinned by modern principles and practices relating to customer-focused service delivery
• Advocates a culture of excellence, where teams are empowered to take ownership of their service requirements and continually improve customer experience
• Owns appropriate (risk-based) levels of governance and compliance across TR, delivered and maintained through scalable and sustainable combinations of people, process, and technology
• Provides leadership to guide the organization towards an outcome- focused approach to achieving governance, balancing team autonomy with organisation wide requirements
• Champions and fosters novel approaches to achieving service requirements and continuous service improvement initiatives
• Demonstrates and nurtures an open, high-trust culture with shared values and guiding principles across their lead roles within Service Management
• Builds an effective and scalable Service Management capability in line with TR customer expectations
• Drives use of AI and automation to improve service delivery
• Has overall accountability for Service Management budget
• Line management of lead roles within Service Management

Interactions across the organization:

• Member of the CIO Leadership team, reports directly to CIO
• Participates and provides information in strategic decision making at CIO level
• Provides updates on strategy and service performance to the Executive Leadership team and Segment Presidents and Board of Directors
• Coordinates with Product Engineering and Management leads to form a cohesive end-to-end service strategy and product roadmaps
• Direct report Service managers aligned to product lines and businesses
• Leadership level in other parts of the TR organization outside CIO, including Finance, Human Resources, Procurement, Marketing Business Segments, Product, Shared Capabilities, Product Engineering, Data & Analytics and Information Security & Risk Management
• Participates in operational leadership forums with Product Engineering
• Oversees strategic steering committees and technology review boards and carries decision making with veto power authority related to change.

Team size: ~750 people

About You

You are a best-in-class Service Management executives with a proven ability to lead at scale and drive culture transformation with a customer-obsessed mindset while operating in a matrix structure across a global organization. More specifically, you have:

• Experience leading Service Management, transforming it form a reactive to proactive organization focused on operational excellence
• A successful track record of partnering with global business leaders and functions to implement solutions and identify opportunities to improve operational effectiveness and efficiency
• Demonstrated experience leading a global service organization, constantly looking at improvements to drive productivity
• Operational experience running systems on a global scale with demanding customers
• Highly collaborative, able to inspire the organization to embrace emerging technology to build the next generation of products and services, elevating Thompson Reuters as a future-focused market leader
• Demonstrated ability to attract and retain high caliber talent in a highly competitive market

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 through:

• Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking.
• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
• Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, 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.

#LI-PFF

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 https://thomsonreuters.com.