Hybrid Service Manager

at Thomson Reuters

• Job title: Service Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ERP
• Location requirements: Hybrid, Madrid, Spain

About the role

• Service Manager managing e-invoicing solutions for strategic clients in global environments at Thomson Reuters. Leading complex projects with a focus on service quality and operational efficiency.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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.