Problem Manager

The CIO organization in Thomson Reuters provides shared capabilities spanning Service Management, Digital Commerce, LABs, Platforms Engineering, and Architecture. 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.

The Problem Manager is responsible for ensuring that Thomson Reuters upholds and improves service performance (availability, reliability and serviceability) by minimizing and preventing service impacting disruptions (both internal and external). The position will be accountable for identifying and tracking the underlying causes, aggravating factors and preventative measures of incidents. They will influence, initiate and drive service improvements by performing trend analysis and hold the Enterprise Problem Management stakeholders accountable on their actionable deliverables.

About the role

In this opportunity as Problem Manager, you will:
Focus on overall improvement of service performance and prevention of service disruptions
Act as a lead, subject matter expert and point of escalation for Problem Management
Act as a lead for the analysis of complex major problem cases
Act as a coach and mentor on problem management processes, best practices, standards and policies
Manage and define the execution of problem management processes and activities (both reactive & proactive) for improved service performance and compliance
Conduct and participate in post incident reviews and service reviews
Work with stakeholders including service providers on root cause analysis, impact assessment and continual service improvement
Lead and coordinate major problem accountability discussions
Initiate and lead Service Improvement Plans through trend analysis and identification of potential problem sources
Influence and hold stakeholders accountable that cross multiple functionalities
Collaborate with stakeholders to research, evaluate, and document policies, standards and best practices
Provide status updates and reports to management and key stakeholders
Review, influence and implement process and tool improvements
Ensure all problem management data meets quality standards
Ensure problem management SLAs, OKRs and KPIs are met
Stay abreast of recent developments in related technical and process community, including new technology and business news that may impact or improve service excellence

About you

You're fit for the role of Problem Manager if you have:
Have a College Degree or 10 + Years of experience in ITIL Processes and Operations
Proven capability and experience in problem management preferably at an enterprise level
Proven capability and experience in developing collaborative relationships with key stakeholders
Proven capability and experience in communicating difficult and complex concepts effectively by altering communication style to the audience
Proven capability and experience in gathering, analyzing and presenting complex or sensitive information for discussion with more senior levels of management
Proven capability and experience in influencing others to adopt a point of view for ideas and initiatives
Proven capability and experience working within IT operations or support organizations with complex technological landscapes which include internal and external service providers
Strong organizational and conflict management skills
Strong IT Service Management, standards and best practice experience
Strong analytical thinking and problem solving skills
Technical knowledge e.g. cloud, networking, database (preferred)
SIAM / ITIL Certification (preferred)

What's in it for you?
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
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: 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.

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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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