Manager, Implementation Services

Thomson Reuters•United States of America, NY

1d•Hybrid

About The Position

This role serves as a manager and mentor to Associate Engagement Managers and Engagement Managers, guiding them through challenges related to C-Track CMS and Case Center implementations. The Manager, Service Delivery will also partner with the Director, Implementation Services on forecasting, revenue planning, key project milestones, and risk management. Additionally, the Manager will personally define, scope, and lead one to two large, complex projects—typically spanning the full lifecycle from requirements to multi-phase deployment over several years—while collaborating with junior project managers and other professionals to ensure objectives are met. Core competencies for this role include: Project Management, Project Delivery, Delivery, Financial Management, Risk Management, and Estimating & Planning. Thomson Reuters Court Management Solutions (TRCMS) is the leading provider of enterprise software for trial and appellate courts nationwide. Our C-Track solutions enable courts to efficiently manage caseloads and improve collaboration across justice platforms - transforming courts into modern examples of efficiency and effectiveness. Judges, clerks, and IT personnel depend on C-Track to alleviate bottlenecks and tedious tasks within their complex workflows; enabling staff to manage increased caseloads with fewer resources. The suite of C-Track products includes case management, electronic filing, and document management solutions. As a TRCMS Manager, Implementation Services, you will assume a leadership role in the organization responsible for managing/mentoring junior team members as well as crafting strategy for the Implementation portfolio in terms of project planning, revenue projection, and resource allocation. Additionally, you will provide professional and consulting services to customer engagements (programs/projects) and their associated team(s) for our Court Management Solutions productized offerings. As the ‘face of Thomson Reuters’, you will ensure the delivery of exceptional implementation and support services in a profitable manner. You will be working in a matrixed environment, leveraging resources across various disciplines. As a Manager, Implementation Services, you will be employing a ‘product first’ mindset and be responsible for executing the contractual obligations for assigned customers and delivering on business goals including client satisfaction, revenue generation, and end-to-end delivery.

Requirements

10+ years’ experience in managing customer engagements and end-to-end project delivery.
Understanding of software development lifecycle from initial planning through implementation to maintenance.
Experience managing/mentoring junior team members.
Track record of identifying and mitigating risk corresponding to overlap in multiple important milestones across initiatives within a single portfolio.
Experience with managing technical policies related to the software development lifecycle.
Possess the ability to communicate complex information clearly and concisely along with excellent written and verbal communication skills.
Strong ability to interact professionally with a diverse group, including executives, managers, and subject matter experts and facilitate consensus within those groups.
Expert knowledge in key areas of responsibility (i.e. project management, business process/business operations management, customer service, etc.).
Ability to translate product knowledge into tailored solutions that meet the customer’s needs.
Highly organized with strategic thinking, strong problem solving, troubleshooting, time management, risk management, escalation, and analytical skills.
Ability to work with virtual teams to successfully deliver projects or problem resolutions.

Nice To Haves

Bachelor’s Degree in a related field required.

Responsibilities

In partnership with the Director, Implementation Services, plan and project milestone completion of projects across the portfolio and the corresponding revenue recognition impacts.
In partnership with the Director, Implementation Services, develop engagement strategies for project assignments across the portfolio.
Interface with the senior client stakeholders from projects across the portfolio on overall status, risks, and impediments.
Manage and mentor junior Engagement Management professionals by instilling in them “best practices” derived from TRCMS’ standardized implementation methodology, serving as an escalation point to help coach and guide through difficult customer dynamics, and preparing them for growth and evolution in their tenure at the TRCMS business unit.
Lead the professional and consulting services engagement with high-profile customers.
Manage contracts, client relationships, and scope of high-profile engagements.
In partnership with other operating disciplines, be responsible for executing, managing, and delivering on revenue goals associated with the assigned project(s).
Balance client advocacy with business goals to deliver the best value solution for the clients.
Manage change control policy with project stakeholders for program/project revisions.
Utilize best practices to guide implementation outcomes.

Benefits

Flexible hybrid working environment
Flex My Way workplace policies
Work from anywhere for up to 8 weeks per year
Grow My Way programming
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
Two paid volunteer days off annually
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
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
Access to Employee Stock Purchase Plan