Director, Service Resilience Governance

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Employer: LSEG Romania
Domain:
  • Internet - eCommerce
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 22.11.2022
    Remote work: On-site


    LSEG services support the global financial sector where milliseconds count and accuracy is paramount, and therefore services must be designed, operated and maintained to very high levels of performance and resilience.In addition, the financial sector regulatory landscape around Operational Resilience is driving increasing requirements for LSEG, as both UK Critical National Infrastructure and a Critical Third Party Provider for the global financial sector.Furthermore, service performance and resilience are key factors in revenue retention across LSEG's global customer base. Technology operational resilience, service stability, customer retention rate and customer satisfaction are the direct business outcomes of success in this role.The successful candidate will be accountable for the effective governance of LSEG Technology service resilience across all business divisions, through the application and continuous improvement of LSEG's Service Resilience Governance methodology, and critical analysis of service data to drive interventions and accountability.This framework is aligned to LSEG Operational Resilience best practice, and is intended to ensure that the most serious events impacting our customers are understood, made visible at senior executive level, that recurrence is prevented, and that our Controls are effective at mitigating resilience risk. You will be responsible for the definition of the framework and ongoing governance for several related aspects of enterprise-wide service governance, and be an influential consulting partner to other disciplines, including Technology Risk, Group Risk, Technology Business Division CIOs and Enterprise Architecture. Managing the Performance Governance reporting team within the Technology Infrastructure & Cloud organisation, and indirectly leading a cohort of Service Governance chairpersons, the role requires strong relationships across all parts of the company to ensure and drive the Service Resilience agenda and best-in-class customer experience. To be effective in the role, you will need to lead by example with an analytical, structured and directive approach to assessing service issues and the response to them. You will also need to understand the evolving Operational Resilience landscape as it applies to LSEG, and adapt the Service Resilience Governance Framework to support and align with this agenda. Applying thought-leadership and influence, you will ensure the benefits and outcomes of the service resilience framework are understood and adopted by all LSEG Technology teams. While promoting compliance to standard processes and procedures, you must also be bold in challenging mature practices and raising performance levels and expectations.An ability to communicate at all levels of the organisation up to C-level executives is critical, handling sensitive issues objectively and clearly. Through the service governance team and the cohort of chairpersons, you will deliver continuous improvements in performance, visibility and confidence in LSEG services. We offer an opportunity to develop your career through exposure to market technologies across all LSEG business areas, and collaboration with industry-leading Architecture, Engineering, Technical and Customer Operations teams. You will become an authority in managing the service framework at a company-wide level, and will play a key role in informing cross-company targets, strategic initiatives and investment decisions. Your efforts will strengthen the LSEG business by providing superior service and driving customer satisfaction and retention. Essential Responsibilities: Lead the agenda on Service Resilience across all Technology teams, gaining buy-in to the use of common methodology, and ensuring the benefits to the group and to individual Businesses are realized and promoted Ensure the continued and consistent operation of the LSEG Service Resilience Governance Forum on a weekly basis Display relentless focus on service and customer experience, to drive a culture of continuous sustained improvement throughout LSEG Lead and manage a central service governance team; lead the community of Global Service Resilience chairpersons Propose performance targets for Service Resilience Governance and obtain agreement with the Technology leadership team and other stakeholders Own the LSEG Root Cause framework for service resilience failure, evolving it to remain effective in a transforming regulatory and technology landscape, while retaining consistency to allow long-term performance benchmarking. Ensuring the weekly briefing on Global Service issues is issued to exec-level leadership, Application Owners and Service Managers. Build and maintain strong customer-focused relationships across LSEG Business Divisions, Group Risk, Operations, Sales & Account Management and Proposition teams. Collaborate and direct technology partners and service providers in best-practice standards and processes, to lead the Service Resilience agenda for LSEG. Identify partners in all related teams and establish good relationships to support and protect our business. Qualifications: Degree or equivalent in IT, Computer Science, Technical Business Analysis or similar discipline. ITIL certification. 10+ years industry experience including Operational Resilience or Risk professional experience. Required Skills and Experience: Technical: Strong communication and presentation skills, for different levels of audience Ability to communicate detailed technology and data analysis in a clear manner to a senior, business-focused audience Thought leadership with a logical and consistent mindset, to apply the service resilience discipline objectively across a variety of service events & contexts able to quickly assess technical detail and organizational behaviour in order to challenge and drive robust responses to service issues Broad technical awareness to confidently handle topics across different domains Awareness of Operational Resilience and Service Management best practices and industry standards. Personal: Good communicator and influencer at executive, managerial and detail level Proven experience of leading and managing a team Customer and service focused, technically-minded with strong business awareness Strong Collaborator; able to work with teams and individuals on a global basis Initiative taker & intellectually versatile Strategic mindset, not afraid to go into detail where needed Inventive and autonomous Able to multitask, and work in a challenging context with changing priorities Soft Skills & Knowledge we desire from you: People skills Data analysis and interpretation Assertiveness and Influencing Presentation Business & Technology knowledge Problem Solving Business Writing

    At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

    Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

    LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

    We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

    Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.

    If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

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