Service Delivery Manager

Thomson Reuters • Los Angeles, CA

2d • $74,200 - $137,800 • Hybrid

About The Position

In this opportunity as Service Delivery Manager, you will manage the support and consulting services engagement with assigned clients using C-Track solutions in a production environment, providing stabilization services and ongoing production support. In partnership with client stakeholders and other internal operating disciplines, you will be responsible for executing, managing, and delivering on service level agreements with assigned client(s). You will build and maintain effective relationships internally and externally (including with third-party partners), balance client advocacy with business goals to deliver the best value solution for the client(s), and be accountable for customer satisfaction within assigned client(s). You will follow up to monitor satisfaction and respond to additional requests or problems quickly, develop a strong understanding of product offerings and how they align with customer requirements, and utilize best practices to guide service delivery outcomes. You will coordinate with the groups who test, validate, and evaluate new applications and functions to determine issues in services and software, understand corporate goals and practices and apply them when resolving problems, and ensure operational requirements, standards, and best practices are factored into plans. You will contribute to ongoing refinement and development of operational requirements or standards. Travel is required as needed (10-20%). The above duties are typical of those required for this position. This list is not to be construed as all inclusive. Other duties may be required or assigned.

Requirements

• Bachelor’s Degree in a related field required.
• 2+ years’ experience in a service delivery management role.
• Ability to interact professionally with a diverse group, including executives, managers, and subject matter experts and to facilitate consensus within those groups.
• Knowledge in key areas of responsibility (i.e., service delivery management, business process/business operations management, customer service, etc.).
• Highly organized with problem solving, troubleshooting, prioritization, time management, risk management, escalation, and analytical skills.
• Ability to work with virtual teams to successfully deliver service.
• Responsible and motivated with the ability to work well in a fast-paced environment in an independent manner.
• Ability to work effectively under pressure in a demanding environment.
• Experience with managing technical policies associated with the software development lifecycle.
• Possess the ability to communicate complex information clearly and concisely along with excellent written and verbal communication skills.

Nice To Haves

• Ability to work Hybrid

Responsibilities

• Manages the support and consulting services engagement with assigned clients using C-Track solutions in a production environment, providing stabilization services and ongoing production support
• In partnership with client stakeholders and other internal operating disciplines, be responsible for executing, managing, and delivering on service level agreements with assigned client(s)
• Build and maintain effective relationships internally and externally (including with third-party partners)
• Balance client advocacy with business goals to deliver the best value solution for the client(s)
• Be accountable for customer satisfaction within assigned client(s)
• Follow up to monitor satisfaction and respond to additional requests or problems quickly
• Develop a strong understanding of product offerings and how they align with customer requirements
• Utilize best practices to guide service delivery outcomes
• Coordinate with the groups who test, validate, and evaluate new applications and functions to determine issues in services and software
• Understand corporate goals and practices and apply them when resolving problems
• Ensure operational requirements, standards, and best practices are factored into plans
• Contribute to ongoing refinement and development of operational requirements or standards
• Travel required as needed (10-20%)

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level