Service Manager

Service Manager — ONESOURCE Pagero TMS Are you an experienced service delivery professional with a background in freight and logistics, ready to take ownership of complex, high-value client programmes? Thomson Reuters is looking for a Service Manager to join our ONESOURCE Pagero TMS Professional Services team — a senior, strategic role at the heart of how we deliver and grow our transportation management offering with the world's leading freight buyers and logistics operators. In this role, you will act as the primary point of contact and overall programme lead for a portfolio of strategic, multinational clients — managing the full client lifecycle from initial TMS implementation through to long-term value realisation and global network expansion. You will bridge clients, internal delivery teams, carrier onboarding functions, and executive stakeholders, ensuring that every engagement is delivered on time, within budget, and to the highest quality standards. This is a senior, autonomous role that demands strong leadership, sound commercial judgement, and the ability to build lasting, trust-based relationships with complex organisations. If you thrive at the intersection of logistics expertise and enterprise technology delivery, this is the role for you. About the role As Service Manager , you will: Lead large and complex service engagements for strategic TMS clients, setting clear goals, governance structures, and success plans in partnership with the Customer Success Manager Act as the primary point of contact for clients, building strong relationships with key stakeholders across supply chain, procurement, IT, and finance functions — ensuring high satisfaction and long-term retention Take end-to-end ownership of service delivery and ongoing programmes, ensuring outcomes are achieved on time, within budget, and to agreed quality standards Translate client transportation objectives into actionable plans and roadmaps for ONESOURCE Pagero TMS, driving platform adoption, network expansion, and measurable operational value Develop and oversee detailed project plans, timelines, milestones, and resource allocations, using industry-standard tools and methodologies across the full implementation lifecycle: discovery, configuration, carrier integration, testing, go-live, and post-launch stabilisation Guide clients toward best-practice use of the TMS platform, providing strategic advice on freight operations optimisation, carrier network management, and logistics compliance Proactively monitor service performance and agreed KPIs; identify gaps and opportunities and drive continuous improvement initiatives Anticipate, assess, and manage risks, issues, and escalations — including integration delays, carrier connectivity challenges, and scope changes — ensuring timely resolution and clear communication with all stakeholders Prepare and deliver structured status updates and executive-level reports, communicating progress, value, and next steps to both client and internal leadership Lead client workshops, business reviews, and planning sessions to align on priorities, refine freight operational requirements, and co-create expansion roadmaps Support presales and renewal motions for assigned clients, providing service expertise, solution scenarios, and effort and impact estimates Conduct business analysis on new use cases, markets, or logistics entities to inform service design, rollout planning, and regional localisation needs Drive internal improvement initiatives related to TMS service delivery, governance, tooling, and processes; share best practices across the Professional Services team About You You're a strong fit for this role if your background includes: A background in logistics, freight management, supply chain operations, or transportation planning — you bring genuine industry knowledge, not just project management credentials Experience using or supporting a Transportation Management System (TMS) and/or transp ... (truncated, view full listing at source)