Service Delivery Lead: Client Success & SLAs

Thomson Reuters; San Francisco (CA); Hybrid; USD 74,000 - 138,000; Full time

Benefits offered by this job

Flexible work options

Mental health days

Tuition reimbursement

Employee stock purchase plan

Headspace app

Job summary

Thomson Reuters is seeking a Service Delivery Manager to lead client engagements for C-Track solutions, ensuring production support and SLA delivery. You will build partnerships across internal teams and external partners, balance client needs with business goals, and drive customer satisfaction while applying best practices in service delivery.

The role requires collaboration with virtual teams, strong communication, and adherence to software lifecycle policies.

Qualifications

• Bachelor's degree in a related field is required.
• Ability to interact professionally with executives, managers, and subject matter experts.
• Strong organizational skills with problem solving, prioritization, and risk management.
• Ability to work with virtual teams to deliver services.
• Experience with software development lifecycle policies and processes.
• Excellent written and verbal communication skills.

Responsibilities

• Manages support and consulting engagements using C-Track solutions in production.
• Execute, manage, and deliver on service level agreements with clients.
• Build and maintain relationships with clients and partners.
• Balance client advocacy with business goals to deliver value.
• Ensure customer satisfaction and monitor feedback.
• Develop understanding of product offerings to align with client needs.
• Guide service delivery outcomes using best practices.
• Coordinate with teams testing and evaluating new applications and functions.
• Apply corporate goals and practices to problem resolution.
• Ensure operational requirements and standards are incorporated into plans.
• Refine and develop operational requirements or standards.
• Travel as needed (10-20%).

Skills

Stakeholder management

Communication

Problem solving

Team collaboration

Risk management

Time management

Analytical skills

Virtual collaboration

Executive communication

Policy and lifecycle knowledge

Education

Bachelor's Degree in a related field

Job description

Thomson Reuters is seeking a Service Delivery Manager to lead client engagements for C-Track solutions, ensuring production support and SLA delivery. You will build partnerships across internal teams and external partners, balance client needs with business goals, and drive customer satisfaction while applying best practices in service delivery.

The role requires collaboration with virtual teams, strong communication, and adherence to software lifecycle policies.