Service Delivery Manager

Thomson Reuters; Houston (TX); Hybrid; USD 74,000 - 138,000; Full time

Benefits offered by this job

Flexible work arrangements

Mental Health Days

401k with company match

Tuition Reimbursement

Job summary

Thomson Reuters in Houston is seeking a Service Delivery Manager to oversee support and consulting services for assigned clients using C-Track solutions in production environments.

You will manage SLAs, build client relationships, coordinate with internal teams, and ensure high customer satisfaction while aligning service delivery with business goals; travel 10–20% as needed. This role requires strong communication, leadership, and problem-solving skills in a fast-paced enterprise setting.

Qualifications

• Bachelor's Degree in a related field.
• 2+ years' experience in a service delivery management role.
• Ability to interact professionally with executives, managers and SMEs.
• 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.
• Independent in a fast-paced environment.
• Ability to work under pressure in a demanding environment.
• Experience with managing technical policies in the software development lifecycle.
• Excellent written and verbal communication skills.

Responsibilities

• Manages the support and consulting services engagement with assigned clients using C-Track solutions in a production environment.
• Manage SLAs and deliver on service level agreements with clients.
• Build and maintain relationships with clients and third-party partners.
• Balance client advocacy with business goals to deliver value.
• Be accountable for customer satisfaction within assigned clients.
• Follow up to monitor satisfaction and respond quickly to requests.
• Develop understanding of product offerings and align with customer requirements.
• Coordinate with test and evaluation groups to identify service issues.
• Understand corporate goals and ensure operational standards are applied.
• Travel required as needed (10-20%).

Skills

Service delivery management

Client relation management

Communication skills

Problem solving

Time management

Leadership

Education

Bachelor's Degree in a related field

Tools

C-Track

Job description

Job Description

Service Delivery Manager

Key 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
• 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.

Required Qualifications

• 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.

Preferred Qualifications

• Ability to work Hybrid

What's in it For You?

• 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. 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.
• 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. Our 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.
• 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. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• 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. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: 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; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $74,200 USD - $137,800 USD. Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. This job posting will close 11/30/2026.

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. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

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. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com