Service Delivery Manager

Service Delivery Manager role provides technical leadership for the courteous and prompt provision of operational support relating to assigned application systems. This includes mitigating customer impact of issues, initiating action to determine root causes, and implementing problem resolution.

About the Role:
In this opportunity as Service Delivery Manager You will:

• Analyzes high value customer problems of significant complexity and provides guidance on analysis for team members
• Assesses scope of impact
• Anticipates customer impact of issues and defines, reviews, and leads implementation of mitigation strategy
• Identifies options for problem resolution, recommending and deciding on a solution and leading an action plan
• Engages others as appropriate and escalates as required
• Provides advice or training to users about the application systems' functionality, correct operation, or constraints, and corrects user faults.
• Liaises with various application development and content teams, customer service teams, and other software and hardware support teams (including senior management members)
• Proactively monitor or lead other team members in production and nonproduction environments and/or applications
• Develops and/or reviews technical plans and solutions.
• Provides technical and/or managerial guidance to analysts
• Has in-depth technical expertise in various areas and provides subject matter expertise
• Leads and represents the team at key cross functional workgroup discussions
• Provides technical leadership on complex projects.
• Evaluates new technologies.
• For team lead: Spends all or large proportion of time managing team, in addition to doing aspects of work done by team members.
• Provides performance and talent development.
• Provides recommendations for hiring.
• Ensures root cause analysis is conducted and assist with and correlation of other system and/or application problems of significant complexity.

About you:
You are fit for the role of Service Delivery Manager, If your background includes:

• Work with application teams to manage and support applications into production
• Be a single point of contact for all the stakeholders
• Drive the projects related to new service onboarding
• Formalize the process for new onboarding as per TR standards
• Identify the existing gaps, and drive toward the continuous improvements to achieve the desired outcomes
• Lead the team from the front, and provide directions to the teams
• Be an active team player, who don't hesitate to get involved hands-on, as and when needed
• Continuous improvement to an on-going support model including Incident, release and change management for maintaining the strategic environments (i.e. production, non-production etc.)
• Provide well-written documentation and technical presentations on projects supported by the team.
• Provide problem management services by utilizing diagnostic and debugging tools to aid in troubleshooting efforts, including 24x7 rotating pager support.
• Coordinate the implementation of application monitoring, establish support documentation, and provide training on products and procedures.
• Provide technical assistance on the troubleshooting, and performance tuning of the supported environment(s)

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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.