Service Manager

Overview

We are looking for a Senior Service Manager who will enable more consistent Service Management Coverage globally in support of multiple services, including production and internal support capabilities.

Main areas of responsibilities

Incident Management

• Provide leadership during a major Incident that is related to end user computing issues.
• Ensure resources are mobilized.
• Drive incident mitigations and be accountable for decisions relating to service recovery.
• Provide clear and timely communication to senior leadership in the event of a major incident.
• Ensure incident reports are clear and concise.

Change and Release Management

• Authorize changes related to end user computing ensuring there is minimal disruption to services.
• Change risk review and acceptance.
• Knowledge of the forward schedule of change; understand the impact to service and work with teams to drive prioritization and planning.

Problem Management

• Proactively assess trend and risks to identify problem areas.
• Work with distributed teams to drive problem remediation and preventative actions.
• Ensure root cause analysis is performed by appropriate teams.

Capacity Management

• Ensure appropriate levels of capacity management (tactical and strategic) are in place.
• Work with the service Owner, Business and the vendor to predict the demand and also ensure demand is fulfilled.

Availability Management

• Ensure service availability based on contractual agreements.
• Provide recommendations on availability improvements.

Continuity Management

• Lead the Business Continuity exercise and ensure services are restored within the agreed timeline.
• Manage communication with various collaborators for the location.
• Planning, testing and execution of regular continuity and resilience tests.
• Facilitate discussions about Continuous Service Improvement.
• Define, implement and monitor the benefits realized as part of CSI.

Risk and Compliance

• Provide clear advice to decision makers in technical and business teams on the appropriate course of action to manage service risk.
• Ensure appropriate levels of risk assessment are taking place before key decisions are made.
• Manage the Service Availability Risk Register for assigned services and ensure agreed actions are tracked and focus is maintained to close risks.
• Ensure alignment to technology and security policies.

Governance

• Conduct Daily, Weekly and Monthly operational service reviews with all the Strategic vendors.
• Ensure regular governance to identify and run service improvement plans, and to discuss Issues and risk.
• Ensure there is robust reporting to monitor and measure the performance.

Stakeholder Management

• Manage user critical issues related to internal IT services.
• Act as a IT leader for the region.
• Facilitate fulfillment of new requirements from Business.
• Report and communicate service performance to business, technology leaders and internal / external customers.
• Write and/or approve customer service statements.
• Manage relationship with strategic vendors.
• Work closely with Service Owners, ASM's, ISM's, Vendor management to ensure desired services are provided.

Service Transition and Projects

• Act as leader of Service Management team for Technology projects
• Provide oversight in project phase and ensure key breakthroughs are met at the right stage of the project. These include things such as:
  • Support Model
  • Staffing levels
  • Knowledge transfer and Knowledge Management (via KBs)
  • Service Catalog items where applicable
  • User and Staff communications
  • Key business processes

Required Skills

• Ability to understand commercial, technological and service drivers in order to implement strategy
• Has a drive for continuous improvement and can manage change and transformation effectively
• Demonstrable experience of successful partners' 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

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

Benefits

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 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

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 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 mental health or physical disability needs.

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