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We are looking for a Vice President Service Support to play a key role in leading our Service Desk and Global Command Centre in Gdansk, Poland.

The CIO organization in Thomson Reuters provides shared capabilities spanning Service Management, Digital Commerce, LABs, Platforms Engineering, and Architecture.  In parallel with the Thomson Reuters transformation program, the CIO organization is driving a change to bring closer alignment of the technology work we do, 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 resources.  Through the use of modern technology, platforms and services, and closer alignment to business stakeholders, we maintain a focus on customers, while making it easier for our internal consumers to use our services.

About the role

The Vice President, Level 1 Services will be responsible for leading the strategy and operation of front-line IT Services globally for Thomson Reuters. This role will have oversight of the service desk and a Global command center providing leading edge 1st line support service utilizing internal and partner resources. Utilising best in class tooling, the VP will lead a team that supports the operation of key service management processes that ensure high velocity, safe and controlled service delivery.  The initial team size will be 20-30 people, growing to ~100 through realignment from other functions and organic growth.  The VP will also be accountable for several large managed service relationships.

In this opportunity as VP, Level 1 Services, you will: 

Deliver results:

• Alongside the Head of Service Management build the vision and Strategy for First Line IT services globally for Thomson Reuters

• Deliver exceptional service benefiting internal and external customers utilizing appropriate tooling to drive up the value of first line IT activities

• Support the provision of data to enable fast and accurate major incident and service communication

• Drive acknowledgment, mitigation, resolution of high severity technology incidents

• Build and lead partner strategies to deliver cost effective first line service support

• Build a capability utilizing technology providing observability proactive monitoring and alerting to manage the health and availability of IT infrastructure, applications and services

• Seek to prevent the occurrence of unplanned outages and predict/spot anomalies through use of tools, data and alerts that can enable preventative action and minimize business disruption

• Lead role in the execution and governance of Incident, Major Incident and Event and Problem management processes

Be a people leader:

• Manage a diverse set of global internal and partner resources to delivery service desired service outcomes

• Represent Service Management as a key stakeholder in all Technical Service Improvement programme activities, own and drive the improvements

• Establish service-wide continuous improvement culture

• Lead adoption of Service Management processes and tools

• Listen to voice of customer & drive better support experiences

• Deliver effective talent management practices and optimize use of talent across the technology organization

• Coach and mentor current and future leaders; proactively identify training and growth opportunities

• Foster a continuous learning culture and a curiosity about emerging technologies

• Manage vendor relationships for third party labor and services

• Some travel may be required as this position manages a global team

About You

You’re a fit for the role of Head of Level 1 Services 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

• Broad understanding of the technologies used to build and operate distributed application systems

• Experience with Service Desk, Operations Centres, Global Command including the use of tooling and data to deliver results

• 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

• Ability to influence others and drive consensus across stakeholder groups

• Ability to perform in a fast-paced environment and are motivated by complex technical and business challenges

What's in it for you?

• Casual and diverse office environment where colleagues come from over 30 countries

• Competitive salary

• Flexibility and home-office opportunities

• Two additional days off for voluntary jobs

• Wellbeing scheme including private healthcare, pension, Multisport card and more

• High standards of ethics in the workplace

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