Service Delivery Manager, Government

Thomson Reuters•Los Angeles, CA

5d•$74,200 - $137,800

About The Position

The Service Delivery Manager manages support and consulting services engagements for assigned clients using C-Track solutions in a production environment, including stabilization services and ongoing production support. In partnership with client stakeholders and internal operating disciplines, the manager is responsible for executing, managing, and delivering on service level agreements. The role builds effective relationships with clients, internal teams, and third-party partners; balances client advocacy with business goals; and is accountable for customer satisfaction, including monitoring satisfaction and responding promptly to additional requests or problems. The manager develops a strong understanding of product offerings and how they meet customer requirements, uses best practices to guide service delivery, and coordinates with teams that test, validate, and evaluate new applications and functions to identify service and software issues. The role applies corporate goals and practices to problem resolution, ensures operational requirements and standards are factored into plans, and contributes to refining operational requirements and standards. Work is performed during West Coast hours, with travel required as needed (10–20%). Duties listed may not be exhaustive, and other duties may be assigned.

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, or 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.
Excellent written and verbal communication skills, including the ability to communicate complex information clearly and concisely.

Nice To Haves

Ability to work hybrid.

Responsibilities

Manage support and consulting services engagements for assigned clients using C-Track solutions in a production environment, including stabilization services and ongoing production support.
Partner with client stakeholders and internal operating disciplines to execute, manage, and deliver on service level agreements.
Build and maintain effective relationships internally and externally, including with third-party partners.
Balance client advocacy with business goals to deliver value to clients.
Be accountable for customer satisfaction for assigned clients; monitor satisfaction and respond quickly to additional requests or problems.
Develop a strong understanding of product offerings and how they align with customer requirements.
Use best practices to guide service delivery outcomes.
Coordinate with teams 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 or standards.
Travel as needed (10–20%).

Benefits

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