Manager, Service Performance

The Service Management – Performance Management team is currently seeking a highly motivated individual who combines solid leadership and technical credentials for the position of Manager, Service Performance. In this role, you will lead a team of analysts and engineers in collaboration with technology peers and business partners in support of enterprise service performance at Thomson Reuters.

Are you passionate about service management, customer experience, and business analytics, and love working with the latest technologies in a dynamic environment to drive business value? Do you have a burning desire to move fast and be bold? Then we want you on our team!

As part of the Service Performance team, you will play a critical role in driving and facilitating continuous service improvements across Thomson Reuters. This role will be instrumental in enabling the current and future capabilities of service performance management at Thomson Reuters. You will be challenged with identifying innovative ideas and delivering key insights into the existing and future needs of our business and our customers.

About the Role

In this opportunity as Manager, you will:

• Lead a team of analysts and engineers in one or more locations responsible for Service Performance product design and development (e.g., TR Service Dashboards).

• Manage the performance of team and individual team members.

• Partner with Service Management leadership, peers, and other stakeholders across architecture, development, and operations (e.g., Commercial Engineering, Information Security and Risk Management, Product Engineering, and Platform Engineering) to drive key initiatives and service improvements forward for our business.

• Contribute to Service Management talent and development efforts to facilitate growth and learning across the TR organization.

• Collaborate with technology and business stakeholders across the company to build and enhance service dashboards.

• Approach work with a DevOps, continuous service improvement, and product mindset.

• Articulate complex problems, concepts, and solutions through formal and informal means to global technical and non-technical audiences.

• Be a thoughtful leader and influencer in Service Performance best practices, which include continuous service improvement, change, incident, and problem management insights, automation, secure access, and more. Develop and mentor the technical skills of team members.

• Work in a highly collaborative and dynamic matrix agile team environment with multiple levels of technical staff across various geographical locations

About You

You’re a fit for the role of Manager if your background includes:

• Bachelor’s degree in related technology program preferred.

• Minimum of 4+ years providing team and/or technical leadership within a DevOps team including the following:

  • Demonstrated ability to lead a team of engineers with varying degrees of experience.

  • Effective time management, ability to plan and prioritize work, communicate project status, roadblocks, and accomplishments, and effectively manage and prioritize a diverse workload.

  • Demonstrated ability to take ownership of problems, identify solutions, and drive resolution.

  • Demonstrated ability to work well within a team environment and one on one.

• Minimum of 8+ years of software or systems engineering experience including:

  • Proven ability to learn new technologies quickly.

  • Proven ability to solve complex problems independently.

  • Excellent communication skills, including effective presentation skills to a wide range of stakeholders including senior leadership, technology peers, external service providers, and customers.

• Leadership experience that exudes confidence and highlights:

  • Customer-first mindset

  • Outgoing innovator investigating new technologies and suggesting technology and/or process improvements.

  • Creative problem-solving, troubleshooting skills, and critical thinking skills.

  • Proactive leadership and ability to work at an enterprise level.

• Effective resource management to meet project priorities, deliverables, and timelines.

• Ensure consistency with architectural, data, and analytics guiding principles.

• Keep up to date with emerging technology trends, including artificial intelligence, machine learning, and Cloud.

• Integration of multiple operational data sources (e.g., ServiceNow, Asset Insight, Azure DevOps, SharePoint, Data Dog, and more).

• Security and quality best practices (e.g., workspace, row-level security, testing, validation)

• Asset Management, Change Management, Configuration Management, Incident Management, Problem Management, and other core tenets of ITIL and IT Service Management.

• Technology oversight including but not limited to:

  • Product-driven mindset and roadmap for TR Service Dashboards

  • Service performance reporting and analytics

  • Team backlog and sprint management

• Anticipate needs and implications of decisions, proactively working to identify, clarify, and resolve issues, and removing barriers within and outside the organization promptly.

  • Automation frameworks and implementations in support of the core data model

  • Artificial Intelligence and Machine Learning (AI/ML) capabilities and adoption

  • Software as a Service (SaaS) and Cloud service capabilities and adoption (e.g., Microsoft Power BI, Azure, AWS, Snowflake).

  • Application of programming, formula, query, and/or scripting languages where appropriate (e.g., DAX, Python).

  • Solution lifecycle (SDLC) for core data model and reports (e.g., Pre-Prod, Prod)

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.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: 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.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café 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-GK1

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.