Manager, Implementation Services
Job Description
This role serves as a manager and mentor to Associate Engagement Managers and Engagement Managers, guiding them through challenges related to C-Track CMS and Case Center implementations. The Manager, Service Delivery will also partner with the Director, Implementation Services on forecasting, revenue planning, key project milestones, and risk management. Additionally, the Manager will personally define, scope, and lead one to two large, complex projects—typically spanning the full lifecycle from requirements to multi-phase deployment over several years—while collaborating with junior project managers and other professionals to ensure objectives are met. Core competencies for this role include: Project Management, Project Delivery, Delivery, Financial Management, Risk Management, and Estimating & Planning. To view the full job code description, copy and paste the following url into your browser to access the GRF site, https://reachingourpeople.com/career-development/global-role-framework/.
Are you interested in an exciting career in the justice space? Thomson Reuters Court Management Solutions (TRCMS) is the leading provider of enterprise software for trial and appellate courts nationwide. Our C-Track solutions enable courts to efficiently manage caseloads and improve collaboration across justice platforms - transforming courts into modern examples of efficiency and effectiveness. Judges, clerks, and IT personnel depend on C-Track to alleviate bottlenecks and tedious tasks within their complex workflows; enabling staff to manage increased caseloads with fewer resources. The suite of C-Track products includes case management, electronic filing, and document management solutions.
As a TRCMS Manager, Implementation Services, you will assume a leadership role in the organization responsible for managing/mentoring junior team members as well as crafting strategy for the Implementation portfolio in terms of project planning, revenue projection, and resource allocation. Additionally, you will provide professional and consulting services to customer engagements (programs/projects) and their associated team(s) for our Court Management Solutions productized offerings. As the ‘face of Thomson Reuters’, you will ensure the delivery of exceptional implementation and support services in a profitable manner. You will be working in a matrixed environment, leveraging resources across various disciplines. As a Manager, Implementation Services, you will be employing a ‘product first’ mindset and be responsible for executing the contractual obligations for assigned customers and delivering on business goals including client satisfaction, revenue generation, and end-to-end delivery.
Key Responsibilities:
- In partnership with the Director, Implementation Services, plan and project milestone completion of projects across the portfolio and the corresponding revenue recognition impacts.
- In partnership with the Director, Implementation Services, develop engagement strategies for project assignments across the portfolio
- Interface with the senior client stakeholders from projects across the portfolio on overall status, risks, and impediments
- Manage and mentor junior Engagement Management professionals by instilling in them “best practices” derived from TRCMS’ standardized implementation methodology, serving as an escalation point to help coach and guide through difficult customer dynamics, and preparing them for growth and evolution in their tenure at the TRCMS business unit
- Lead the professional and consulting services engagement with high-profile customers
- Manage contracts, client relationships, and scope of high-profile engagements
- In partnership with other operating disciplines, be responsible for executing, managing, and delivering on revenue goals associated with the assigned project(s)
- Balance client advocacy with business goals to deliver the best value solution for the clients
- Manage change control policy with project stakeholders for program/project revisions
- Utilize best practices to guide implementation outcomes
Required Qualifications:
- 10+ years’ experience in managing customer engagements and end-to-end project delivery
- Understanding of software development lifecycle from initial planning through implementation to maintenance.
- Experience managing/mentoring junior team members
- Track record of identifying and mitigating risk corresponding to overlap in multiple important milestones across initiatives within a single portfolio
- Experience with managing technical policies related to the software development lifecycle.
- Possess the ability to communicate complex information clearly and concisely along with excellent written and verbal communication skills.
- Strong ability to interact professionally with a diverse group, including executives, managers, and subject matter experts and facilitate consensus within those groups.
- Expert knowledge in key areas of responsibility (i.e. project management, business process/business operations management, customer service, etc.).
- Ability to translate product knowledge into tailored solutions that meet the customer’s needs.
- Highly organized with strategic thinking, strong problem solving, troubleshooting, time management, risk management, escalation, and analytical skills.
- Ability to work with virtual teams to successfully deliver projects or problem resolutions.
Preferred Qualifications:
- Bachelor’s Degree in a related field required.
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What’s in it For You?
- Hybrid Work Model: We’ve adopted a flexible hybrid working environment 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.
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