1 Thomson Reuters Professional Service Manager Job

About the role:

• Provide Senior management for technical teams (who perform tasks comparable to Technical Development and TechOps teams), ensuring high performance and continuous improvement.
• Oversee the development and implementation of technical solutions to meet the business needs of the Professional Services team.
• Support the strategy and execution to deliver services to Corporates Professional Services customers.
• Collaborate with cross-functional teams over a global footprint to ensure seamless integration of new technologies and processes.
• Develop and maintain strong relationships with key stakeholders, including Leadership, Customers and Partners.
• Drive excellent customer experiences through meaningful interactions that support key performance indicators of customer satisfaction
• Participate as a member of Professional Services Delivery Leadership Team for seamless integration across the customer journey
• Ensure the teams adhere to best practices in software development, system operations, and security.
• Monitor and manage team performance, providing regular feedback and support for professional growth.
• Identify and mitigate risks related to technical development and operations.
• Stay up-to-date with industry trends and emerging technologies to drive innovation within the team.

Key Deliverables:

• Support achievement of Financial Plan (e.g. revenue, margin) for Corporates Professional Services
• Support customer delivery through building customer and partner relationships, escalation management, and driving customer satisfaction
• Support continuous, measurable improvement in end-to-end distinctive customer experience and service across channels (e.g. Customer satisfaction [NPS], Churn and retention)
• Support SOW scoping and sales support to drive service backlog
• Support development, operationalization, and maintenance of delivery service offerings, service levels, and pricing standards

About you:

• 11+ years of experience in technical development and operations management.
• People management experience is essential.
• Proven track record of leading and managing high-performing DevOps and/or TechOps teams.
• Strong understanding of software development methodologies, system operations, and security best practices.
• Excellent communication and interpersonal skills.
• Ability to think strategically and drive innovation.
• Experience with cloud technologies, DevOps practices, and automation tools.
• Experience delivering API solutions across the entire product lifecycle.
• Strong problem-solving skills and the ability to make data-driven decisions.

Preferred Skills:

• Experience with AI and machine learning technologies.
• Knowledge of Kubernetes and containerization technologies.
• Familiarity with API development and integration.
• Experience with performance reviews and team succession planning.