IT Services Delivery Manager Do you have experience in IT Services? Are you passionate about the chance to bring your experience to a world- class company that is market-leading for both content and technology? If yes, we are looking for you! Join our team in Mexico City, which is one of our five Shared Service Centers across the globe, and be part of IT Service Management team. Thomson Reuters is transforming how it supports the technology Products and Platforms delivered to customers and employees. The TR Service Management function is transforming into a truly global, data- and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations, including service monitoring, support and incident response, automated ops, change and configuration management as well as supplier/vendor and asset management. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience. About the Role In this opportunity as an IT Services Delivery Manager, you will: Be responsible for ensuring that Thomson Reuters receives the highest level of service quality and efficiency from Service Providers (both internal and external). Be accountable for service quality, measurement, and integration with Service Providers. This includes day-to-day management and operational escalations as required. Manage Service Management integration between Thomson Reuters business areas and Service Providers (both internal and external). Ensure integration of internally and externally sourced service portfolios. Review and align input from demand management for new/changed services and service requirements. Partner with application development teams to deliver operational readiness for new products and features. Collaborate with stakeholders such as business teams, product owners, and project management in defining a roadmap for products and processes. Partner with security, infrastructure, and service governance teams to deliver compliance with internal and external standards, expectations, and certifications. Approve/reject emergency change control requests. Review/address performance issues with Service Providers. Address service fulfillment delivery issues (escalated). Build and maintain strong relationships with both internal partners, as well as key contacts from the Service Provider organizations. Understand the impact a service outage may have from the customer's perspective. Help build cross-team collaboration to drive the resolution of issues when multiple Service Providers are involved. Ensure complex incidents are being problem managed appropriately making sure that major incidents are being fixed to prevent reoccurrence. Oversee strategic partner support groups and ensure appropriate day-to-day operations in line with TR processes. About You You’re a fit for this role if your background includes: Bachelor's degree in engineering, administrative, or equivalent from an accredited college/university. Fluent English is a must. 5+ years of proven experience in designing, implementing, and/or administrating IT services (Network, End-user computing, Voice and Video Services, etc). 5+ years of experience managing team members. ITIL Certification preferred. Proven capability and experience in integrating services from multiple service providers. Strong problem-solving, organizational, and conflict-management skills. Strong IT Service Management and standards experience. Proven strong Critical Thinking, Written, and Oral communication skills. Location: CDMX 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: Currently, as part of our COVID-19 response, our employees are working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices planning to remain remote until further notice. Upon return, we will embrace a hybrid work environment consisting of in-office and remote work. Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, and employee incentive programs; resources for mental, physical, and financial wellbeing 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. #LI-FP2 ¿Quieres formar parte de un equipo que ayuda a reinventar la forma en que trabajan los profesionales del conocimiento? ¿Qué tal un equipo que trabaja todos los días para crear un futuro más transparente, justo e inclusivo? En Thomson Reuters, hemos estado haciendo precisamente eso durante casi 160 años. Nuestros productos y servicios líderes en la industria incluyen software y herramientas altamente especializados basados en información para profesionales legales, tributarios, contables y de cumplimiento, combinados con los servicios de noticias más globales del mundo: Reuters. Ayudamos a estos profesionales a hacer mejor su trabajo, dándoles más tiempo para centrarse en las cosas que más importan: asesorar, defender, negociar, gobernar e informar. Contamos con el talento de 26 000 empleados en más de 70 países, donde todos tienen la oportunidad de contribuir y crecer profesionalmente en entornos de trabajo flexibles que celebran la diversidad y la inclusión. En un momento en que la objetividad, la exactitud, la equidad y la transparencia están siendo atacadas, consideramos que es nuestro deber perseguirlas. ¿Suena emocionante? Únete a nosotros y ayude a dar forma a las industrias que hacen avanzar a la sociedad. Accesibilidad Como empresa global, confiamos en la diversidad de culturas y pensamientos para alcanzar nuestros objetivos. Para garantizar que podamos hacerlo, buscamos empleados talentosos y calificados en todas nuestras operaciones en todo el mundo, independientemente de su raza, color, sexo/género, incluido el embarazo, la identidad y expresión de género, el origen nacional, religión, orientación sexual, discapacidad, edad, estado civil, estado de ciudadano, estado de veterano o cualquier otra clasificación protegida según la ley aplicable. Thomson Reuters se enorgullece de ser un empleador que ofrece igualdad de oportunidades de empleo y acción afirmativa y ofrece un lugar de trabajo libre de drogas. También hacemos adaptaciones razonables para personas calificadas con discapacidades y para creencias religiosas sinceras de acuerdo con la ley aplicable. Protégete de ofertas de trabajo fraudulentas haz click aquí para más información. Podés encontrar más información sobre Thomson Reuters en thomsonreuters.com. Thomson Reuters proporciona a los profesionales la inteligencia , tecnologia y experiencia humana que necesitan para encontrar respuestas confiables . Permitimos que los profesionales de los mercados financieros y de riesgos , legales , fiscales , contables y de medios de comunicacion , tomen las decisiones más importantes , todo ello impulsado por la organizacion de noticas más confiable del mundo. Hear from one of our AI Experts, Shawn Malhotra, Thomson Reuters' Head of Engineering on the key components that go into innovating AI at Thomson Reuters.