Drive the shift of Service Management toward AI-native operations by systematically identifying areas for process enhancement, achieving measurable efficiency improvements validated by Finance. Establish a lasting culture of process excellence within Service Management, leveraging Lean Six Sigma and ITIL frameworks to optimise processes and boost operational effectiveness.
Key Differentiator: Unlike traditional process consultants, this role emphasizes rigorous opportunity discovery, quantification, tracking, and Finance collaboration to build the business case for AI transformation with measurable ROI.
About The Role
- Map, assess, and document current-state service management processes, workflows, and operating models.
- Define baseline operational and financial metrics such as ticket volumes, resolution times, effort hours, error rates, and costs.
- Identify and prioritize workflow bottlenecks and inefficiencies, quantifying both business impact and savings potential.
- Redesign workflows using an Eliminate → Simplify → Automate approach.
- Create AI-native target operating models for service management, including capabilities such as incident auto-resolution, intelligent routing, and reusable automation patterns.
- Build business cases and ROI models that compare current-state and target-state performance, benefits, and investment requirements.
- Partner with Finance to validate projected and realized savings.
- Work cross-functionally with engineering, architecture, and design teams to confirm AI feasibility, implementation readiness, and system alignment.
- Own initiatives through the full lifecycle: opportunity identification, pilot, feedback, iteration, deployment, measurement, and scale.
- Track adoption, productivity improvements, and actual vs. forecast benefits, and report outcomes on a regular basis.
- Scale successful pilots across the organization and codify learnings into a library of reusable AI-native service management patterns.
- Drive measurable outcomes in Service Management, such as higher auto-resolution rates, lower support costs, and improved CSAT.
- Required certifications: ITIL Foundation; ITIL Expert preferred. Lean Six Sigma Green/Black Belt preferred.
About You
- 8+ years in IT Service Management; ITIL Foundation required, ITIL Expert preferred.
- Deep ITSM expertise, including service management operations, workflows, tools, and platforms such as ServiceNow and Jira Service Management.
- Proven ability to lead end-to-end process improvement, automation, and AI-enabled efficiency initiatives from opportunity identification through pilot, iteration, production, and scale.
- Strong Lean Six Sigma or equivalent continuous improvement background, with a structured, data-driven approach and demonstrated results.
- Demonstrated success establishing baselines, measuring productivity gains, forecasting impact, quantifying efficiency benefits, and translating outcomes into validated financial savings.
- Experience building business cases, ROI models, and executive-ready financial justifications, with strong Excel/financial modeling skills and close partnership with Finance.
- Strong stakeholder management and influence skills, with the ability to drive cross-functional optimization without formal authority.
- Familiarity with AI capabilities and limitations and application of AI-native process design in operational environments.
- Comfortable presenting metrics, ROI, and efficiency progress to program leadership and executives in a high-visibility environment with quantifiable impact expectations.
- Collaborative mindset with experience working across process champion networks to share learnings and scale opportunities.
- Lean Six Sigma training/certification expected if not already completed.
What’s in it For You?
- 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.
- Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
- Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
- Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
- Making a Real-World Impact: We are one of the few companies globally 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.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
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. 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.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.
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