Lead Service Improvement Analyst

We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive*

We are seeking a Lead Service Improvement Analyst to join the Service Improvement team within the CIO Service Management organization.

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.

At Thomson Reuters, we are committed to maintaining the highest standards of service excellence. We are, therefore, seeking a dedicated Lead Service Improvement Analyst to identify and lead our continual improvement initiatives in line with changing business needs and customer expectations. The position is pivotal in upholding service excellence by driving enhancements across the four dimensions of service management: Organizations and People, Information and Technology, Partners & Suppliers, Value Streams and Processes. The Lead Service Improvement Analyst will play a crucial role in influencing and holding stakeholders accountable for their actionable deliverables, ensuring the successful and effective implementation of all improvement initiatives.

About the role

In this opportunity as Lead Service Improvement Analyst, you will:

• Champion the continual improvement process, ensuring that all service management dimensions are consistently reviewed and enhanced
• Identify, track, and deliver improvement initiatives that align with our strategic goals, business needs and customer expectations
• Influence and hold stakeholders accountable for their actionable deliverables, ensuring timely and effective implementation of improvement initiatives
• Foster a culture of continuous improvement within the organization, promoting best practices and innovative solutions
• Align all service management dimensions to ITIL 4 and industry best practices
• Monitor and report on the progress of improvement initiatives, ensuring they achieve the agreed-upon success criteria and meet the target deliverable date
• Establish and lead the execution of continual improvement processes to ensure compliance
• Perform data and trend analysis to identify continuous improvement opportunities
• Explore opportunities to embed AI/ML across all service management dimensions
• Keep up to date with the latest advancements in the technical and process communities, including emerging technologies and business news that could influence or enhance service excellence

About you

• Proven track record of successfully implementing continual improvement initiatives, preferably within a service management and ITIL framework
• Strong understanding of continual improvement processes, IT Service Management and ITIL framework
• Strong stakeholder management skills, with the ability to influence and hold stakeholders accountable
• Proven capability and experience in developing collaborative relationships with key stakeholders
• Strong analytical skills with the ability to assess current processes and identify areas for improvement
• Ability to use data and metrics to drive decision-making and measure the success of improvement initiatives
• Knowledge of process improvement methodologies such as Lean, Six Sigma, or similar
• Excellent verbal and written communication skills
• Ability to communicate complex concepts clearly and effectively to diverse audiences including all levels of management
• Strong presentation skills, with the ability to convey ideas and updates to all levels of management and stakeholders
• Strong organizational and conflict management skills
• Experience in change management and driving organizational culture towards continuous improvement (preferred)
• Technical knowledge e.g. cloud, networking, database (preferred)
• ITIL 4 Certification (preferred)

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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: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) 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: 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: Ten 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.

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 25,000 employees across more than 75 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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More information about Thomson Reuters can be found on https://thomsonreuters.com.

We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive (subject to proof of status). This is inclusive of:

• Ukrainian citizens and their family members residing in Ukraine before 24 February 2022
• Third country citizens and stateless persons and their family members with international or equivalent national protection in Ukraine, who had a valid residence permit in Ukraine on 24 February 2022
• Citizens of other third countries who were permanent residents in Ukraine on 24 February 2022 in accordance with Ukrainian regulations and who cannot safely and permanently return to their country

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