Service Delivery Manager

Thomson Reuters•Richmond, NY

1d•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), and balance client advocacy with business goals to deliver the best value solution for the client(s). You will be accountable for customer satisfaction within assigned client(s), follow up to monitor satisfaction and respond to additional requests or problems quickly. You will develop a strong understanding of product offerings and how they align with customer requirements, utilize best practices to guide service delivery outcomes, and coordinate with groups who test, validate, and evaluate new applications and functions to determine issues in services and software. You will 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 the ongoing refinement and development of operational requirements or standards. Travel 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

Benefits

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.
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.
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.
We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
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.
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.
Access to Employee Stock Purchase Plan.