VP, Service Delivery Management – Legal, Research, Content and Shared Services

The CIO (Chief Information Office) organization in Thomson Reuters provides shared capabilities spanning Service Management, Digital Commerce, Platforms Engineering, and Architecture. The CIO organization is driving a change to bring closer alignment of our technology work 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 teammates. Using modern technology, platforms and services, and closer alignment with business stakeholders, we focus on customers while making it easier for our internal consumers to use our services.

The Service Management organization within CIO is responsible for the live operations of TR products is looking for a VP, Service Delivery Management to lead the service organization responsible for the Legal, Research, Content and Shared components. The successful candidate will be responsible for the live operations of all TR products across these industries, which include some of Thomson Reuter’s most mission-critical and highest revenue-earning products.

In this opportunity as VP, Service Delivery Management, you will:

• Provide strategic and operational leadership and oversight of the Service Management organization responsible for Thomson Reuters products in the Legal, Research and Content product segments and a number of Shared Service components that underpin products in other segments.
• Lead a global and diverse team of c350 application reliability and operations engineering professionals to deliver reliable 24×7 operations, meeting business expectations across the product/service portfolio with continuous improvement, customer-centricity and personal accountability among its core values.
• Maintain visibility across the Service Management function as a member of the Senior Leadership Team and the CIO Extended Leadership Team – demonstrating our core values and promoting the Service Management strategy.
• Lead end-to-end resolution of incidents within the domain, serving as the senior management escalation and executive communications point during major issues.
• Act as the primary point of contact with the legal business executive team on all service matters affecting the legal business, its colleagues and/or its customers
• Drive service & engineering improvements and establish end-to-end service thinking & ‘customer journey-led’ working across the portfolio.
• Partner with Product leadership to define operational and non-functional requirements, present business cases for funding prioritization and develop roadmap.
• Partner with application development and engineering teams to deliver operational readiness for new products, features and technologies.
• Partner with other Service Management functions to develop and adopt standards and best practice for Service Operations across Thomson Reuters, including the development and adoption of our strategic operating model and tooling.
• Partner with Finance, Risk and other corporate functions to safely and successfully deliver Service Management to TR and its customers.
• Lead and collaborate with external service providers, driving effective partnership and customer-centric forward thinking with them.
• Partner with security, infrastructure, and service governance teams to deliver compliance with internal and external standards, expectations and certifications.
• Effectively articulate complex technical concepts, problems and solutions to audiences of varied seniority and technical acumen.
• Drive culture change required to support cloud operations as we continue our migration from on-prem to cloud infrastructure and applications.
• Manage talent effectively, building diverse teams, promoting growth and development of internal talent and planning for progression and succession and mentoring future leaders.
• Some international travel will be required due to the global nature of the business and the Service Management function.

You’re a fit for the role of VP, Service Delivery Management, if you have:

• 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.
• A solid understanding of enterprise-level software and services, and key concepts in the development, maintenance and operation of such products.
• 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 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 and ability to work with others to develop joint solutions and break down internal barriers.
• Ability to influence others and drive consensus across technical and non-technical stakeholder groups, including Business, Product Management and Engineering partners.
• Ability to perform in a fast-paced environment and are motivated by complex technical and business challenges.