Service Delivery Manager Job Vacancy in Thomson Reuters Bengaluru, Karnataka – Updated today

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Company Name : Thomson Reuters
Location : Bengaluru, Karnataka
Position :

Job Description : Responsibilities
Manage 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.
Partner with application development teams to deliver operational readiness for new products and features
Collaborate with stakeholders such as business teams, product owners, and project management in defining roadmap for products and processes
Partner with security, infrastructure, and service governance teams to deliver compliance with internal and external standards, expectations, and certifications
Approve/reject emergency change control requests.
Review/address performance issues with Service Providers.
Address service fulfillment delivery issues (escalated).
Build and maintain strong relationships with both internal partners, as well as key contacts from the Service Provider organizations.
Have detailed knowledge of the services provided by each Service Provider.
Understand the impact a service outage may have from the customer perspective.
Help build cross-team collaboration to drive resolution of issues when multiple Service Providers are involved.
Be responsive to internal customer needs.
Ensure complex incidents are being problem managed appropriately making sure that major incidents are being fixed to prevent reoccurrence.
Oversee strategic partner support groups and ensure appropriate day to day operations in line with TR processes
Required Skills
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 people management skills and experience
Strong IT Service Management and standards experience
SIAM Certification
ITIL Certification
Key Deliverables
Act as an escalation point for Major Incidents and issues that have breached SLAs.
Participate in Technical and Management Update calls for major incidents as appropriate, providing regular status updates to key stakeholders.
Act as a lead on Service Provider integration activities for new Service Providers, and separation activities for exiting Service Providers.
Review and approve Service Provider’s development and implementation of action plans that correct operational and Service Management shortfalls, as well as proactive Continual Service Improvement activities.
Provide effective enterprise-wide change management functions, including reviewing and approving change plans and emergency change requests.
Conduct weekly / monthly operational review meetings with Service Providers
Represent GSF/SIO cases.
Participate in BCP testing.
Participate in Service Transition activities.
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.

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