The Director, Messaging, Sharepoint & Directory is accountable for the overall initiation, transition and on-going maintenance and support of services for a particular technology tower to the business. The Director, Messaging, Sharepoint & Directory maintains accountability for the overall service for the Business, which is made up of component technology services from Service Owners within Service Providers.
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Messaging, Sharepoint & Directory
Virtual Desktop Infrastructure (VDI) including the Managed Services Interface (MSI) service.
Responsibilities:
The Director, Messaging, Sharepoint & Directory is accountable for the overall successful initiation, transition and on-going maintenance and support of a particular service to the. This includes the following responsibilities:
Accountability for the overall service for the business, which includes component technology services from Service Owners within Service Providers
Ensuring that the on-going service delivery and support meet agreed customer requirements
Working with BRMs to understand and translate customer requirements into activities, measures, or service components to help ensure that the SP(s) meet the requirements
Ensuring consistent and appropriate communication with customer(s) for service-related enquiries and issues
Assisting to define service models and in assessing the impact of new services or changes to existing services through the service portfolio management process
Accountability to the organization for the definition and accuracy of configuration items, to be reflective of how they represent the business, and ensuring the structure in the service model is accurate and reflects the “real world”
Managing overall performance evaluation and reporting, bringing visibility of performance to service levels and operational levels, service management and delivery issues and optimization between SP and TR delivery units
Ensuring that all release-related activities are aligned to the release plan, deployment plan, training plan and communication plan by the various teams across all involved SPs
Oversight of the lifecycle of all system changes, with the primary objective to enable beneficial changes to be made with minimum disruption to IT services
For testing: designs and assures testing conditions, test scripts and test data sets during the service design stage of the service lifecycle, to ensure appropriate and adequate coverage and control
For service requests: defining process standards and policies for the request management process, as well as frequently reviewing request reports and conducting spot checks on cross-SP requests
Identifying opportunities for service improvements
Soliciting required data, statistics and reports for analysis and to facilitate effective service monitoring and performance
Serving as a point of escalation (notification)for major incidents relating to the service
Participating in negotiating SLAs and OLAs relating to the service
Review and agree to final list of deliverables and obligations from the SP contract
Reviewing and addressing performance issues with SPs
Approve new or changes to IT service through Governance, to include changes to the catalog
Participating in the annual demand plan
Reviewing and approving implementation of services
Determining level of Hypercare required and ensuring service is successful
Participating in individual SP reviews and approving improvement actions.
Qualifications
Experience & Education:
Proven in-depth experience with IT and outsourcing management
Experience with the management of major outsourcing contracts
Bachelor’s degree, applicable certification or equivalent experience required
Demonstrated experience developing and managing internal and external business relationships
Solid knowledge of TR business functions and operations
Attributes & Characteristics:
Relationship focused – ability to forge excellent relationships with TR and SP team members at all levels
Strong written and oral communications skills
In-depth understanding of the Thomson Reuters business and employees
Highly developed project/program management skills
Analytical, root-cause and solution focused
Business judgment
Strong organizational skills
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