Service Delivery Manager, Government

Thomson Reuters•Frisco, TX

3d•Hybrid

About The Position

The Service Delivery Manager manages support and consulting services engagements for assigned clients using C-Track solutions in a production environment, providing stabilization services and ongoing production support. In partnership with client stakeholders and internal operating disciplines, the role is responsible for executing, managing, and delivering service level agreements. The manager builds relationships with internal and external partners, balances client advocacy with business goals, and is accountable for customer satisfaction. The position works West Coast hours and requires travel as needed (10–20%).

Requirements

Bachelor’s degree in a related field.
At least 2 years of experience in a service delivery management role.
Ability to interact professionally with diverse groups, including executives, managers, and subject matter experts, and facilitate consensus.
Knowledge of service delivery management, business process or business operations management, customer service, and related areas.
Strong organization, problem-solving, troubleshooting, prioritization, time-management, risk-management, escalation, and analytical skills.
Ability to work with virtual teams to deliver services successfully.
Responsible and self-motivated, with the ability to work independently in a fast-paced environment.
Ability to work effectively under pressure in a demanding environment.
Experience managing technical policies associated with the software development lifecycle.
Ability to communicate complex information clearly and concisely, with excellent written and verbal communication skills.

Nice To Haves

Ability to work hybrid.

Responsibilities

Manage support and consulting services engagements with assigned clients using C-Track solutions in production, including stabilization services and ongoing production support.
Execute, manage, and deliver service level agreements in partnership with client stakeholders and internal operating disciplines.
Build and maintain effective internal and external relationships, including with third-party partners.
Balance client advocacy with business goals to deliver the best-value solution for clients.
Take accountability for customer satisfaction within assigned clients.
Monitor satisfaction and respond quickly to additional requests or problems.
Develop a strong understanding of product offerings and their alignment with customer requirements.
Use best practices to guide service delivery outcomes.
Coordinate with groups that test, validate, and evaluate new applications and functions to identify service and software issues.
Apply corporate goals and practices when resolving problems.
Ensure operational requirements, standards, and best practices are incorporated into plans.
Contribute to the ongoing refinement and development of operational requirements and standards.

Benefits

Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
Flexible vacation.
Two company-wide Mental Health Days off.
Access to the Headspace app.
Retirement savings and a competitive 401(k) plan with company match.
Tuition reimbursement.
Employee incentive programs and possible annual bonus based on enterprise and individual performance.
Resources for mental, physical, and financial wellbeing.
Two paid volunteer days off annually.
Health, dental, vision, disability, and life insurance.
Paid holidays, sick and safe paid time off, parental leave, and sabbatical leave.
Optional hospital, accident, and sickness insurance, paid entirely by the employee.
Optional life and AD&D insurance, paid entirely by the employee.
Flexible Spending and Health Savings Accounts.
Fitness reimbursement.
Employee Assistance Program access.
Group Legal Identity Theft Protection benefit, paid entirely by the employee.
Access to a 529 Plan.
Commuter benefits.
Adoption and surrogacy assistance.
Employee Stock Purchase Plan.