Service Delivery Manager: Client Success & Production

USA021 West Publishing Corporation; New York (NY); Hybrid; USD 74,000 - 138,000; Full time

Benefits offered by this job

Flexible vacation

Mental Health Days off

Headspace app

Tuition reimbursement

Employee incentive programs

Employee Assistance Program

Group Legal Identity Theft Protection

529 Plan

Commuter benefits

Adoption & Surrogacy Assistance

Job summary

Thomson Reuters is seeking a Service Delivery Manager to oversee client engagements using C-Track in production environments. You will collaborate with client stakeholders and internal teams to ensure SLA delivery and satisfaction.

The role requires 2+ years in service delivery, strong communication with executives, and the ability to coordinate cross-functional teams. Hybrid work options and comprehensive benefits are provided.

Qualifications

• Bachelor’s degree required; 2+ years in service delivery management.
• Able to interact with executives, managers and SMEs to drive consensus.
• Knowledge of service delivery management, business operations, and customer service.
• Highly organized with problem solving, prioritization, and risk management skills.
• Experience working with virtual teams to deliver services.

Responsibilities

• Manage support and consulting engagements for assigned clients using C-Track in production environments.
• Deliver and manage SLAs with clients in partnership with stakeholders.
• Build and maintain relationships with internal teams and external partners.
• Balance client advocacy with business goals to provide value.
• Ensure customer satisfaction and monitor feedback and requests.
• Understand product offerings to align with customer requirements.
• Guide service delivery using best practices; test and validate new apps/functions.
• Coordinate with teams testing and evaluating new services to identify issues.
• Apply corporate goals and standards in problem resolution.
• Travel 10–20% as needed.

Skills

Service delivery management

Stakeholder facilitation

Problem solving

Time management

Risk management

Analytical skills

Virtual teams

Communication skills

Executive interaction

Education

Bachelor’s Degree in a related field

Tools

C-Track

Job description

Thomson Reuters is seeking a Service Delivery Manager to oversee client engagements using C-Track in production environments. You will collaborate with client stakeholders and internal teams to ensure SLA delivery and satisfaction.

The role requires 2+ years in service delivery, strong communication with executives, and the ability to coordinate cross-functional teams. Hybrid work options and comprehensive benefits are provided.