Senior Associate – Foundation Service Management (EMEA)

Job Summary

As an Infrastructure Service Manager within Foundation Services, the candidate is required to have a sound understanding of the ITSM methodology. The candidate should understand the lifecycle of the entire ITSM process including Incident, Change, Problem, and Configuration. Well-developed Communication and interpersonal skills are critical to this role. There will be a reactive focus on Recovery Management during major issues and supporting the RCA process. The Service Manager champions a culture of continuous service improvement using the policies as a framework and reporting on our service performance to guide service and risk priorities and actions.

Responsibilities:

• Proactive Service Management of the technology services provided by the Foundation area of Infrastructure & Cloud including Data Centres, Platform (server), Storage, Private Cloud, Database, Big Data and Middleware.
• Bring in best ITSM practices to evaluate and update existing practice as in creating Knowledge articles, Runbooks, and process documents.
• Responsible for Foundation Services' Technical Recovery, escalation and Problem Management response ensuring cross coordination across Technology Teams for complex, Foundation Service owned issues. Accountable for technical decisions and communications on service recovery during live incidents.
• Reduce recovery time on incidents and act as the main contact point for Major Incidents.
• Identify trends and possible opportunities for Service Improvement Programmes (cross-domain/divisional), gain support and sponsorship then track and drive those programmes through to conclusion providing regular service updates on progress.
• Act as the interface with various Service Process owners (Incident, Problem, Change, Configuration, Capacity, etc.) providing feedback on improvements.
• Manage and govern the Service Risks and ensure agreed actions are tracked and focus is maintained until risks are closed appropriately.
• Responsible for oversight and governance of key resilience requirements for applications within Foundation Services and address technical debt across Foundation Services to remove risk.
• Evaluate changes within Foundation services and identify Service improvements in the E2E Change process.

Key KPIs:

• MTTR for services (Detection, Response & Resolution).
• Coverage and visibility of services health checks.
• Automation of recovery and operational tasks.
• Successful/unsuccessful changes implemented.
• Problem tasks and aged tickets.
• Security and IT control compliance.

Experience and skills:

• Experience of working within an IT Service Management function.
• Passionate about improving service for internal and external customers.
• Able to remain calm during high-pressure situations and balance risk with business requirements.
• Proactive, focused, and resilient, with a positive attitude.
• Well-developed communication and interpersonal skills with Stakeholder management experience.
• Good negotiation / influencing skills able to overcome resistance and reach consensus and compromise to attain the required objective.
• Keen problem-solver and decision-making capabilities and Excellent delivery-focused/results-orientated approach.
• Good data manipulation skills - highly proficient in the MS Office suite of products.
• ITIL Foundation certificate as minimum.
• Experience of ServiceNow tooling or equivalent ITSM tooling, although training is provided.
• Bachelor's degree or equivalent experience in an IT related discipline preferred.

We are looking for intellectually curious people, passionate about the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you are creative and a problem solver, this is the place to be as will be supporting you to fast-forward your career.

We maximize each employee's potential through personal development and through a wide range of learning tools both formal and informal. We believe that 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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