Senior Director, Service Enablement & Governance

About the Role:

In this opportunity as Senior Director, Service Enablement & Governance, you will

• Develop, Maintain and Oversee the enablement and adoption of effective service management practices globally and across business units.
• Lead the development, implementation and continual improvement of IT service management practices, including incident management, problem management, change enablement, service configuration management, and service request management, service level management.
• Develop and publish the service management governance strategy including service management governance frameworks, standards, policies, and procedures.
• Establish measurement frameworks and controls to ensure service governance and compliance with legal, regulatory, risk and security requirements.
• Establish, evangelize and implement service management governance metrics and key performance indicators (KPIs) to measure and monitor the effectiveness of service management processes.
• Collaborate with cross-functional internal teams to streamline and automate service management processes, leveraging appropriate tools and technologies.
• Identify areas for service improvement and work with stakeholders, including operational teams, to support the implementation of corrective actions and enhancements.
• Develop and maintain documentation and learning material related to Service Management processes, practices and governance, ensuring it is up-to-date and accessible to relevant stakeholders.
• Conduct regular audits and assessments to identify gaps and opportunities for improvement in service management practices.
• Partner with other functions to support their adoption of TR Service Management standards and best practice for Service Operations across Thomson Reuters, including the development and adoption of our strategic operating model and tooling.
• Lead and manage a team of service management professionals, including practice enablement leads and analysts, providing guidance, coaching, and mentorship.
• Foster a culture of continuous learning and professional development within the centralized Enablement & Governance team as well as across the Service Management functions.
• Set team goals, monitor performance, and provide regular feedback to ensure high levels of productivity and engagement.
• Promote TR values and the tenets of Service Management, including Customer Centricity, continuous improvement and personal accountability.
• Lead the adoption of Service Management processes and tools as they relate to asset discovery and management, acting as an ambassador for Service Management in interactions across Thomson Reuters.
• Manage talent effectively, building diverse, high performing teams, promoting growth and development of internal talent and planning for progression and succession and mentoring future leaders.
• Coach and mentor the team, proactively identify training and growth opportunities, fostering a continuous learning culture and a curiosity about emerging technologies.
• Some international travel will be required due to the global nature of the business and the Service Management function.

About You

You’re a fit for the role of Senior Director, Service Enablement & Governance, if you have:

• Bachelor’s degree or equivalent required, preferably in a software engineering or related discipline.
• Additional certifications in IT service management (e.g., ITIL) and governance (e.g., COBIT) are highly desirable.
• 5+ years of leadership experience in software development and/or technology infrastructure and operations
• Strong understanding of IT service management frameworks, processes, and best practices.
• Demonstrable experience in developing, assuring, implementing and enforcing service management governance frameworks, policies, and procedures.
• A solid understanding of enterprise-level software and services, and key concepts in the development, maintenance and operation of such products.
• 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 personal style that is consultative, collaborative, energetic and results-oriented.
• An 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 business and technical challenges.

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) 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 café networking.

Social Impact: Ten 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.

Compensation Base salary and a variable compensation that is directly related to your success.

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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 (2-3 days a week in the office depending on the role) 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 café networking.

  
  

• Social Impact: Ten 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.

  
  

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 26,000 employees across more than 70 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.