Service Manager

Job Description Looking for your next challenge? As an experienced Service Manager , you will ensure the seamless delivery of e‑invoicing solutions, acting as the primary point of contact and bridging clients, internal teams, and stakeholders to drive successful outcomes. The role blends strategic oversight with hands‑on coordination, with a strong focus on service quality, operational efficiency, and continuous improvement.

Thomson Reuters is looking for a Service Manager to join our ONESOURCE Pagero Professional Services team. You’ll work closely with strategic clients across their entire lifecycle - managing initial implementation, ensuring value from their e-document solution, and supporting global expansion. Acting as the overall programme lead, you’ll provide strategic and compliance guidance, helping customers define and execute their global e-document transformation plans. You’ll track progress, align internal and external teams, and deliver on agreed objectives, stepping in as Project Manager for new market implementations when needed.

You are the key link between sales, customers, and project teams, safeguarding customer interests while influencing direction and decisions. In this senior role, you own projects end-to-end—delivering on time, on budget, and within scope. Working with large, complex multinational organisations across North America and Europe, you leverage strong communication, leadership, and organisational skills to manage multiple high-impact initiatives. You operate autonomously, make sound decisions, mitigate risks proactively, and build lasting, trust-based relationships with clients and internal stakeholders.

About The Role As Service Manager , you will:

• Lead large and complex service engagements for strategic customers, setting clear goals, governance structures, and success plans together with Success Manager.
• Act as the primary point of contact for customers, building strong relationships with key stakeholders and ensuring high satisfaction and retention.
• Take end-to-end ownership of service delivery and ongoing programs, ensuring outcomes are achieved on time, within budget, and to agreed quality standards.
• Translate customer business objectives into actionable plans and roadmaps for ONESOURCE Pagero, driving adoption, expansion, and value realization.
• Develop and oversee detailed project plans, timelines, milestones, and resource allocations, using industry-standard tools and methodologies.
• Guide customers toward best-practice use of ONESOURCE Pagero, providing strategic advice on compliance and operational efficiency.
• Proactively monitor service performance, usage, and KPIs; identify gaps and opportunities and drive continuous improvement initiatives.
• Anticipate, assess, and manage risks, issues, and escalations, ensuring timely resolution and clear communication with internal and external stakeholders.
• Prepare and deliver structured status updates and executive-level reports, communicating progress, value, and next steps to customer and internal leadership.
• Lead customer workshops, reviews, and planning sessions to align on priorities, refine requirements, and co-create roadmaps.
• Support presales and renewal motions for assigned customers, providing service expertise, solution scenarios, and effort/impact estimates.
• Conduct light business analysis on new use cases, markets, or entities to inform service design, rollout planning, and localization needs.
• Drive internal improvement initiatives related to service delivery, governance, tooling, and processes; share best practices across the team.

About You You're a fit for the role of Service Manager if your background includes:

• Significant, demonstrable experience leading complex customer-facing projects, ideally within a global or multinational environment.
• Proven experience managing global customers and delivering projects across multiple time zones and stakeholder groups.
• A solid educational background; a Bachelor's degree is strongly preferred.
• Experience with e‑invoicing or ERP implementations is highly desirable.
• Excellent verbal and written communication skills, with the ability to influence and build credibility at senior stakeholder levels and communicate effectively in English with both clients and internal teams.

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. 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.

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.