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 de ... (truncated, view full listing at source)