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Director of AIOps

Ready to build the intelligence layer that makes global operations predictive, autonomous, and self-healing at Thomson Reuters?

At Thomson Reuters, we build technology that helps professionals pursue justice, truth, and transparency. We are transforming Service Management from a reactive, process-bound group into a proactive, intelligence-driven organization — an AI-native, autonomy-ready function that delivers predictive insights and automated resolutions with humans providing strategic oversight. Within our new operating model, data flows into intelligence, intelligence into orchestration, and orchestration into execution, forming a closed-Loop system in which AI is embedded in the detection, decision, and action loops. The AI Operations and Automation function is the intelligence layer — the "brain" — of that model.

We are seeking a Director of AIOps to lead this function, responsible for developing and deploying the AI/ML capabilities and automation logic thatdrive predictive, autonomic IT operations. This is one of our most important new hires: a hands-on "player-coach" who will lead a small team of ML, automation, and AIOps engineers while remaining deeply engaged in the technology. You will own the capabilities that detect issues before they impact customers, correlate signal from noise, and resolve incidents automatically. A central mandate is to define,drive, and implement the concept of "L0" — a new autonomous tier in which AI and automation act ahead of the Global Command Center (GCC), reducing MTTR and preventing incidents before customer impact, with human responders operating as "L1" for exceptions and humans on the Loop for oversight.

About the Role

In this opportunity as Director of AIOps, you will:

• Lead the newly-formed AIOps (AI Operations and Automation) function — the intelligence layer, or "brain," of our Service Management operating model — building and deploying the AI/ML models and automation logic that drive predictive, autonomic operations.

• Recruit, build, and lead a high-performing team of AIOps architects, ML engineers, and automation engineers, remaining hands-on as a player-coach who sets technical direction by example.

• Select, architect, and own the AIOps platform and telemetry pipeline — spanning ServiceNow Event Management, correlation and enrichment, and custom or third-party AIOps tooling — and mature the observability practice across metrics, logs, traces, and events, instrumenting for machines rather than dashboards alone.

• Design event correlation and noise-reduction logic that collapses redundant alerts into single, actionable incidents (targeting a 50%+ reduction in alert noise), and build anomaly-detection and predictive incident models that surface silent failures before customer impact.

• Develop automated remediation logic, multi-step automations, and self-healing runbooks that resolve issues without human intervention (driving a 40–60% MTTR reduction for automation-eligible incidents), engineered with the rigor of production software as a centralized, reusable library with testing, version control, and rollback readiness.

• Drive and implement the concept of "L0" across Service Management — establishing a new autonomous tier in which AI-driven proactive resolutions operate as L0, GCC engineers operate as L1 for exceptions, and L2 is reserved for genuine major incidents — and build AI-driven change risk-scoring models and LLM-based operational assistants that strengthen governance and accelerate root-cause analysis, keeping humans on the loop for oversight.

• Own the AIOps roadmap and shared operational OKRs — percentage of incidents auto-resolved, MTTR reduction, and prediction precision/recall — while partnering across the Service Management operating model (Service Data and Insights, Configuration and Topology, Workflow Engineering, and the GCC) under a clear "build vs. run" separation of concerns.

About You

You're a fit for the role of Director of AIOps if your background includes proven, hands-on AI enablement in operations — you have deployed and operationalized AI/ML in a live operations or service management environment and can demonstrate the measurable outcomes it delivered. Specifically:

• A minimum of 10 years of industry experience in technology operations, DevOps, SRE, or platform engineering, including at least 2 years in a hands-on AIOps leadership role; bachelor\'s degree in a technical field (Computer Science, Engineering, or Data Science) required, with a master\'s and relevant certifications (cloud, ML, SRE, ITIL, or ServiceNow) preferred.

• Deep, hands-on experience applying AI/ML to IT operations — event correlation, anomaly detection, predictive incident modeling, and noise reduction at enterprise scale — grounded in the data science of operations (time-series analysis, classification, precision/recall, and retraining on operational feedback).

• Fluency with AIOps platforms (e.g., ServiceNow Event Management, or comparable commercial or open-source AIOps tooling) and the pipelines that ingest and enrich operational telemetry.

• Proven experience designing and scaling automated remediation, orchestration, and self-healing runbooks in production — treated as software engineering (reusable libraries, testing, version control, measurable toil reduction) and executed within well-designed safety guardrails such as approvals, rollback, and built-in observability.

• Experience establishing autonomous operating tiers — such as an AI and automation "L0" ahead of human responders — including the decision gates, readiness criteria, and guardrails that make them safe to run in production.

• Strong background in observability and event management, with a track record of defining and driving operational outcomes (MTTR, MTTD, auto-resolution rate, availability/SLOs) and hands-on fluency with modern AI and agentic tooling for operations (LLM-assisted RCA, agentic SRE tools) — and an honest understanding of their failure modes.

• Demonstrated ability to lead and grow small, high-caliber engineering and AI operations teams (AI/ML, automation, SRE) while remaining personally hands-on — with the technical depth to earn credibility and the organizational clout and stakeholder skills to drive change across operations, data, governance, and engineering, maintaining a clear build-vs-run separation with the Global Command Center.

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment 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.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: 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.Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations.Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

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.

Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at HR.Leave-Expert@thomsonreuters.com. Disability accommodations in the recruiting process may include things like a sign language interpreter, making interview rooms accessible, providing assistive technology, or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com