Manager - Service Management

Job Description

The primary role of Manager - Service Management is to ensure that major incidents are managed effectively and professionally, resulting in restoration of normal service quickly, efficiently and with minimal impact to customer service. Communicate incident information and impact to senior management and key stakeholders across IHN and other Business Units. Upon incident resolution, ensure that the correct follow up actions are identified and assigned.

Post the Incident Management phase, this role is also expected to ensure all Major / Problem qualifying Incidents are reviewed and a Problem handover is performed to Problem Manager through a write-up a summary of the Incident.

As aManager - Service Management, you will:

• Ensure compliance with the Incident & Problem management processes; to ensure effective and efficient management of Incidents and Problems

• Ensure critical or disaster incidents are addressed quickly by providing regional leadership and escalations.

• Conduct, Participate and contribute to post-mortem calls within the Problem Mgt process, where required

• Manage major incidents, ensuring the smooth transition from Incident to Problem Management phase

• Ensure timely and accurate communications during an incident

• May manage a team or small group of Incident Managers

• Works as a liaison across stakeholders in order to elicit, analyze, communicate, and validate requirements for changes to business processes, policies, and information systems.

• Escalate to Senior Management levels as needed to bring correct response and support from owning groups;

• Conduct, Participate and contribute to post-mortem calls within the Problem Mgt process, where required

• Identify & pursue opportunities for continuous improvement;


Responsibilities include:

• Be the regional point of contact and escalation for support groups and internal business during recovery of major incidents.

• Assist other regional managers during critical and disaster incidents.

• Ensures appropriate incident management resources engaged for timely mitigation of incidents.

• Escalation procedures are followed using escalation/IO call out rotation when required

• Identify an incident owner to lead the incident process during major incidents.

• Ensures appropriate escalation procedures are followed using escalation/IO call out rotation when required

• Assess impact and progress during major incidents to ensure escalation is timely and appropriate

• Enters incident details in the incident management tool in a timely manner with accurate information.

• Provides accurate and timely communications in line of What's Happening to appropriate distribution lists and senior management

• Drives governance around incident management, for example, ensure an incident ticket is opened, escalated, updated, and closed correctly

• Gather information and facilitate the decision-making process of granting approval for immediate change requests to systems with input from the appropriate teams, understanding the potential impact to production systems prior to approval

• Contributes to evolving and maturing the incident management process so it integrates with other processes (problem and change management) and tools

• Leverages incident management best practices and process frameworks, such as the ITIL, to drive continual process improvement.

• Ensure correct inputs to the Problem Management process using i-write up template once Incidents are closed.

•Ensure all Problem Management cases are reviewed for Aggravating Factors and Root Cause Analysisand thus managed within the defined SLAs


Education and Experience

• A Bachelor's degree in computer science, related field or equivalent experience

• In-depth experience in ITIL incident management with good understanding of problem and change processes

• Strong working knowledge of IT operations and support organizations

• Proven experience working in a service or IT support role, incident management preferred or can demonstrate equivalent

• Working in SIAM knowledge/environment is an added advantage.

• Working experience in a production/operational environment, international experience valued

• Proven ability to work under pressure

• Excellence in facilitating the resolution of complex incidents

• ITIL Accredited

Knowledge, Skills and Competencies

• In-depth knowledge of end-to-end IT incident management process

• Knowledge of Service management tools and ITIL best practices

• Strong problem-solving and analytical skills

• Proven ability to build and manage relationships effectively

• Strong organizational and prioritization skills; ability to handle multiple incidents/demands simultaneously while adapting to constantly changing requirements.

• Excellent oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations

• A focus on Customer/business satisfaction, with strong interpersonal skills and responsiveness

• Understands strategic business objectives and proposes relevant technical solutions and alternatives

• Ability to communicate with all levels of technical and management staff

• Passionate about Customer Service and displays sense of urgency

• DisplaysLeadership & Authority when facilitating


This role will include working primarily in EMEA shifts and occasional weekend on call duties

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 more than 25,000 employees 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, 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.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit .

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