ID: TEC00016824
Description
Location – Bangalore
Project Details
The position is “Service Delivery Manager” to ensure that IS services are delivered to customers as per expectations and within the SLA times lines. This position also needs regular meetings with the stakeholders to review the services provided and plan for any future requirements. This position requires global interaction with various resolver groups and also with Global Service Desk to ensure prompt delivery of services. The primary role would be stakeholder Management, Relationship Management, escalations and complaints Management…
• Manages the key business engagement functions, stake holder management, technology change programs, service improvement functions, demand forecasting,
• Maintains the relationships with projects, resolver and architecture teams
• Manages the engagement with the IS functions and the business.
• Implement a proper governance model to ensure services are run smoothly and we adhere to the service levels defined.
• Reporting. Prepare Service review reports both for Internal Services Management and the Business.
• Escalation Management- Manage all the user/ business escalations.
• Actively participate in ICCs (Calls during Priority 1 / Severity 1 issues)
Essential day-to-day responsibilities
• Carry our Daily Service reviews with resolver teams; work with global service desk to ensure that tickets are assigned to the right resolver groups, to communicating with the customers on the status of the ticket.
• Attending ICC calls on major outages.
• Act as the interface between the stakeholders/business and IS resolver teams.
• To follow up with resolver groups and GSD on ticket resolution, handle escalations and complaints from the users/stakeholders.
At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare, and media markets, powered by the world’s most trusted news organization.
Qualifications
Education
Graduation in any discipline…
Required Skills
• Experience of working in a Service Delivery type Function with experience in Stakeholder Management, escalation and demand management.
• Working with global teams and ITIL knowledge would be an advantage.
Desired Skills
• Good Communications and Inter-personal skills.
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one – collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 55,000 colleagues in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance – and their own.
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, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law. Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit careers.thomsonreuters.com.
More information about Thomson Reuters can be found on thomsonreuters.com.
