Regional Service Delivery Manager -APAC

Position Summary

Specialises in or manages a small team who are accountable for an ITSM process or the end-to-end service governance for a product or suite of products and the service delivery to clients.

Role Responsibilities

• Ensures resources are allocated based on priority of items, where issues are dealt with or escalated appropriately and ultimately that the service team delivers high quality services and solutions

• Fully accountable for an ITSM process and respective metrics and performance, while supporting tool and process maturity, compliance and quality measurement, training and operation of process in line with the global standard

• Governs and takes accountability of ongoing policy assurance, standard and process compliance (Security, Operational Resilience, ITSM Processes, etc.)

• Serves as a point of escalation and able to resolve the most complex problems independently by providing high level of client support and conveying resolutions to customer issues

• Conducts investigations into areas of non-compliance and risk in the provisioning and operational support of end-to-end services while ensuring risks are appropriately documented and approved by accountable stakeholders while tracking and championing remediation

• Partners, influences and coordinates with a wide range of stakeholders to validate and continually improve best practices of policy, standards and processes that support the end-to-end service lifecycle, operational resilience and incident response.

• Creates and presents data and reports for relevant stakeholders especially to build stakeholder investment to sponsor service improvement ideas.

• Manages a team to ensure that the highest quality service levels are achieved while maintaining internal and customer Service Level Agreements and expectations.

Qualifications & Experience Required

• ITIL 4 Foundation Certificate (minimum)

• Bachelors degree or equivalent in an IT related discipline

• Previous experience working with or within an IT Service Management Function

• Significant experience in development and implementation of service management and support disciplines and processes

• Ability to balance risk with business requirements

• Significant stakeholder management experience

• Previous negotiation experience, within the context of high political sensitivity and conflicting interests

• Previous people management experience.

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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