Senior Manager Service Design

Thomas Reuters; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Manager in Service Design to lead innovative service models that enhance customer experiences. In this pivotal role, you'll manage a talented team, oversee the development of service catalogues, and collaborate with cross-functional teams to drive service innovation. This opportunity not only allows you to shape service delivery processes but also to make a significant impact on customer engagement. Join a dynamic environment that values flexibility and work-life balance while offering comprehensive benefits and career development opportunities. If you're passionate about service design and ready to take on a leadership role, this position is perfect for you.

Benefits

Flexible Hybrid Work Model

Work-Life Balance Policies

Career Development Opportunities

Comprehensive Benefit Plans

Mental Health Days Off

Tuition Reimbursement

Paid Volunteer Days Off

Access to Headspace App

Qualifications

• 5+ years of experience in service design and business architecture.
• Excellent communication and presentation skills required.

Responsibilities

• Design and implement service models aligned with business goals.
• Manage and build a team for service design and oversee service catalogues.

Skills

Service Design

Business Architecture

Business Process Mapping

Communication Skills

Project Management

Team Leadership

Education

Bachelor's Degree

MBA

Tools

Microsoft Office Suite

Agile Methodology

SDLC Tools

Job description

Are you ready to lead and innovate in the realm of service design? Join Thomson Reuters as a Senior Manager, Service Design in Toronto, Canada and play a pivotal role in revolutionizing our service architecture to enhance customer experiences and streamline business processes.

About the Role
In this opportunity as Senior Manager, Service Design, you will:

• Design and implement service models that align with our business goals and customer needs.

• Manage and build a team for service design.

• Oversee the development of service catalogues and ensure their integration with business architecture.

• Collaborate with cross-functional teams to drive service innovation and improvement.

• Monitor and optimize service performance to meet and exceed customer expectations.

• Identify where GTM systems and AI implementation should be inserted to optimize our business process to maximize efficiency.

• Lead initiatives to transform service delivery processes and enhance customer engagement.

About You
You’re a fit for the role of Senior Manager, Service Design if your background includes:

• A Bachelor’s degree or equivalent work experience; MBA preferred but not mandatory.

• Minimum of five years’ experience in service design, business architecture, and business process mapping, preferably within a SaaS environment.

• Demonstrated ability to manage multiple tasks simultaneously while meeting deadlines.

• Excellent communication and presentation skills – ability to communicate technical concepts clearly and concisely at all levels.

• Proficient computer literacy, including knowledge of Microsoft Office suite, agile methodology, and SDLC tools.

• Ability to work independently and collaboratively within a team environment.

• Proven track record of success driving large-scale projects involving multiple stakeholders across different geographies.

• Experience with legal services and tax & audit domain strongly preferred.

• Experience with people management.

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• 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.

• 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.

• 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.

• 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.

About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals.