Director of Major Incident Management

Thomson Reuters is seeking a Director of Major Incident Management to lead and transform the way they handle critical technology incidents. The successful candidate will oversee the resolution of high-impact technology incidents, lead a regional Major Incident Management team, and ensure operational excellence and stakeholder alignment.

Requirements

• Proven experience in managing high-severity technology incidents in a global enterprise environment.
• Strong leadership and people management skills, with a track record of leading geographically dispersed teams.
• Deep understanding of ITIL-based incident management practices and enterprise service management tools (e.g., ServiceNow).
• Exceptional communication and stakeholder management skills, including the ability to brief executive leadership under pressure.
• Analytical mindset with a focus on metrics and continuous improvement.
• Experience working with engineering, infrastructure, and application support teams across complex technology landscapes.
• Ability to drive service improvement initiatives, conduct root cause analysis follow-ups, and facilitate lessons learned sessions.

Benefits

• Flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles.
• Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities.
• 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.
• Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
• Social Impact Institute with two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match.
• Competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave.
• Optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.