Senior Manager - Service Availability

Overview The Regional Availability Managers, Technology Service Operations role provides an operational presence in an East / West geographic region in which LSEG operates. The role is focused on ensuring effective day to day operation of all aspects of Technology Operations involved in delivering services to our customers, both internal and external. Role requirements The role requires an in-depth knowledge of maintaining availability of business-critical services in a large-scale global technology environment involving multiples systems and operating teams. Demonstrable leadership and ability to drive pro-active and re-active mobilisation in a matrix environment. The individual must be able to inspire trust, manage expectations, gain sponsorship with business and technology senior and executive leadership teams. The role requires frequent interactions with senior and executive leaders in the company. Crisis resolution through working with vendors, customers and senior leaders is also a key element. The role will co-ordinate activities across a team of talented and highly experienced individuals. Behavioral Competencies Leadership and ability to mobilize Collaborating across boundaries Ability to operate in a fast paced/pressurized environment Drive pro-active action and thinking Structured and organized Experience and knowledge Ability to understand commercial, technological and service drivers in order to execute strategy Has a drive for continuous improvement and can manage change and transformation effectively Proven experience of successful stakeholder management through negotiation and influencing skills, complex problem solving and conflict management A clear understanding of customer service needs/expectations in order to ensure drive the appropriate responses to service issues Understanding and experience of the various functions within operations and development Customer facing experience ITIL process and agile development methodology Experience of balancing risk with business requirements Production of clear executive communications, especially during service incidents Experience in Service Management, production project management function Problem solving skills and decision making in complex environments Role responsibilities Ensures that all IT services meet availability target levels Provides requirements to ensure that new or modified IT services will meet availability targets Contributes to defining service targets and related improvements, that take into account best practices and steers toward industry leading standards. Ensures that new or modified IT services follow availability tests and plans after a major business change Works to proactively enhance IT service availability Produces and maintains an Availability Plan which prioritizes and plans IT availability improvements Ensures that availability-related incidents and problems are prioritized and resolved Assesses the availability impact of new change requests Participates in Change Advisory Boards as needed - act as VoC for region. Is responsible for monitoring IT availability levels, comparing actual levels against targets, and addressing shortfalls Works with other processes as needed, especially Incident Management, Service Management and Problem Management - in both Technology and Customer Operations Teams Carries out the Process Manager responsibilities for Availability Management Partner with customer facing teams to ensure appropriate level of communications is issued to customers as part of crisis / major incident management Engaging with customers and internal stakeholders both pro-actively and re-actively during and after incidents Provide input into customer facing incident reports Promote Revenue Retention & Growth and Customer Experience Goals within Technology Operations Actively use data and metrics to identify improvement and risk management agenda across services based on both internal and external input Being a visible presence in-region as the key technology operations lead for service first Benefits We maximise each employee's potential through personal development through a wide range of learning tools both formal and informal. We believe in remunerating our people with competitive salaries and a range of attractive benefits such as: 25 days' holiday per year 1 additional day off for your Birthday Annual wellness allowance Share Purchase Plan Medical Health Insurance Medical Subscription (preventive medical services) Dental Coverage Life insurance Pillar 3 Private Pension Meal Vouchers Flexible Benefits Bookster Volunteering Events Team Buildings

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.

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