Technical Service Manager

Overview

Real Time Managed Distribution Service (RTMDS) provides clients with a range of business-critical services including consolidated and low latency market data, valuable applications, customized systems and collocation facilities. Service is delivered to a wide range of clients from multiple data centres in global financial centres.

The Service Manager is responsible for the portfolio and plays a key role in coordinating day to day operations as well as initiating and driving improvements to benefit customers.

RTMDS is delivered by a complex technical infrastructure operated by LSEG in conjunction with several strategic partners and suppliers. The Service Manager ensures a consistent and high-quality service is delivered to all clients by monitoring the performance of all suppliers and collating feedback from clients and account teams. They will work closely with their counterparts in other regions to produce formal service reports and assess trends and risks. When necessary, they take action to address performance shortfalls and maintain service quality.

Main Responsibilities

• Provide a point of escalation and leadership for high priority incidents in and out of local business hours.
• Ensure effective incident management including formal communication to clients and internal partners for high priority incidents.
• Management of strategic partners and other internal and external suppliers who are contracted to deliver the service.
• Champion continuous improvements across all partners and suppliers.
• Define, report and track service quality metrics.
• Coordinate problem management analysis and follow up recommendations to prevent repeat incidents.
• Analysis of performance metrics and preparation and presentation of reports to account teams and/or clients.
• Contribute to the analysis of capacity data and drive the implementation of subsequent capacity enhancements.
• Instigate and drive service improvement initiatives
• Ensure effective operation of the change management process including risk assessment, approval and sign off
• Ensure efficient use of change management tools in line with global processes.
• Compilation of internal SLAs.
• Accountable for process alignment with the ITIL framework and ISO standards
• Own and report/update the Service Governance Matrix to agreed timescales
• Own and report/update the Service Availability Risk Register (SARR), specifically for Cross Platform risks.
• Attend and participate in the Global Service Forum as required
• Collaboration with sales and account teams to act as a service ambassador during sales engagements.
• Ensure interfaces between all supplier groups operate effectively.
• Report on service performance and customer impact to EaaS Leadership Team including tracking against performance targets.
• Regular interaction with clients and account teams to present service performance, discuss requirements and receive feedback.
• Responsible for planning and implementing service extensions and improvements.

Required Skills

• Necessary industry experience and associated number of years of experience in a similar role.
• Provide a drive for quality Service. The candidate must have a good understanding of EaaS customer's service requirements and expectations and be able to drive continuous improvement to improve satisfaction and attract new business.
• A strong leader and facilitator. They must be capable to make decisions and contribute effectively to group decisions, delegate when necessary, cut through organizational obstacles and obtain support from business owners when required. They should demonstrate a track record of delivery in complex and geographically diverse organizations
• Excellent interpersonal skills. Exceptional verbal, written and listening skills are crucial to exert influence within the organization and with partners and supplier. A specific skill is the ability to summarize and communicate complex technical issues concisely to senior internal partners and clients
• A person who delivers. The successful candidate should have a proven record of maintaining service levels on an international platform to business targets.
• Ability to perform under pressure. The ability to assess different technical and business-related options and confidently drive decisions and within high pressure situations. Concise and accurate assessments of the situation, options and actions to all partners.
• Ability to drive multiple tasks in parallel. The ability to prioritize correctly and drive and track multiple diverse activities and projects on a global infrastructure.

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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