Director, Resource Strategy & Management

The Director, Resource Strategy & Management is a member of the Legal Professional Services Operations Team and will be responsible for capacity planning, forecasting, sourcing and scheduling professional services' engagements globally while ensuring effective utilization of Professional Services' resources.

The Professional Services organization is made up of a global workforce with consultants located in more than 20 countries and includes an expansive partner network. With clients located around the world engagements range from short-term work performed in less than a day to large-scale, complex, multi-year, multi-location deployments. Understanding resource demands and allocating consultants across engagements must be managed to maximize efficiencies and staff utilization to deliver on customer expectations. The Director, Resource Strategy & Management is accountable for driving high performance in this area and promoting optimal customer satisfaction outcomes.

This position reports directly to our Senior Director, Legal Professional Services Operations.

About the Role:

As the Director of Resource Strategy & Management, you will:

• Design a global resource planning strategy and model, including capacity planning, to optimize resource utilization while meeting the demands of Services sales and active professional service engagements worldwide and across all customer segments
• Design Services Partner strategy to implement thoughtful growth strategies to drive ecosystem expansion opportunities; manage partner relationships and collaborate closely with Partner Alliance teams
• Lead a team of resource coordinators with global responsibility for scheduling resources against service requests; provide training and guidance to move from reactive and tactical to proactive engagement with Professional Services leaders and Services Implementation partners worldwide
• Provide proactive support for resource scheduling, staffing analysis and recommendations on resource requirements for professional services
• Ensure optimized resource allocation by determining internal or external project staffing strategy and ongoing reviews to ensure achievement of utilization, customer satisfaction and performance quality goals
• Lead cross-functional resourcing planning sessions with Professional Services' Regional Directors, Project Managers, and other team members as appropriate to review upcoming project requirements, optimize staff utilization across all customer segments, resolve resourcing and scheduling issues; assist with talent requests, manage issue escalation
• Ensure Professional Services team profiles are current, compelling and reflect the high value services offered and desired by clients; facilitate process and tools for capturing and maintaining staff skills, biographies, and talent opportunities
• Design recruiting to sourcing strategies that align to current and future service offerings and sales
• Partner with leaders cross-functionally to align and enable an integrated, successful customer experience from pre-sales to services sourcing and delivery
• Assess and optimize resource scheduling tools and streamline processes and systems
• Enable strategies to increase effective utilization, revenue and enhance our NPS/CSAT
• Assist and provide leadership in other strategic programs as needed
• Passionately advocate for our customers' success
• Ensure the health, profitability, effectiveness and efficiency of the business

About You

You're a fit for the Director of Resource Strategy & Management if you have/are:

• Passionate leader looking for an opportunity to make a significant impact on both the financial and operational performance of a global professional services organization
• Leader with proven track record of taking initiatives, problem solving, driving change, and delivering performance excellence
• 10+ years of experience in Services leadership; proven experience leading Resource Strategy & Management and business transformation within a large, multi-national or global professional services organization
• Preferred experience with a large scale consulting practice or organization with large scale complex projects and deliverables
• Seasoned professional with Proficiency in use of various technologies particularly professional services management solutions and scheduling tools such as FinancialForce; expertise in implementing and redesigning processes that resulted in positive impact to the Company and client base
• Ability and experience to maintain a detailed and up to date knowledge of advances in Cloud and SaaS technology
• Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience
• Previous experience in helping organizations through the transition from on premise to Cloud Services is highly desired
• Proven ability to develop strong working relationships in a matrixed, global environment and establishing a high level of credibility across functional lines of business (ie: Sales, Partner Alliance, Cloud, Product, & Software Development)
• Strong understanding of project management & implementation within a professional & global services environment
• Leadership/Management skills including strategic planning, talent development, budgeting, operation/process focus, risk management, executive escalation management
• Strong organizational skills, ability to multi-task, communicate with the project team(s) and keep track of progress for all assigned projects
• Innovative thinking and growth mindset
• Results focused with a strong bias toward problem solving, thoughtful action, repeatable and scalable processes
• Ability to lead multiple projects and initiatives simultaneously as well as effectively collaborate across teams and work in a diverse, fast-paced environment
• Combined background of post-sale and sales experience
• Demonstration of excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences
• Data driven with strong business & strategic acumen
• Bachelor's degree with Master's preferred, or equivalent experience

What's in it for you?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: Currently the majority of our employees are working within a hybrid environment consisting of in-office and remote work, and following local COVID-19 bylaws and guidelines.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking
• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
• Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet 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

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We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. 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.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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.

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