Markets Service Manager

About Us:

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services - and our open-access model - we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific.

Proud to share LSEG in Romania is Great Place to Work certified (Sept '24 - Sept '25). Learn more about life and purpose of our company directly from the Romanian colleagues' video: Bucharest, Romania | Where We Work | LSEG

Role Description:

The broader Markets Service Management team is accountable for ensuring that each service has comprehensive service management support, specifically around incident and problem management. The team embodies ITIL and other IT Service Management and Governance best practice and is both responsible for the design, documentation and continual improvement of ITIL-aligned service management processes and for providing best practice advice and guidance as required.

This role is being opened as a replacement role to replace the Securities Service Manager, who is responsible for providing a service to Securities, covering EquityClear and CaLM Important Business Services. The EquityClear service is an LCH Ltd clearing service, while the CaLM service covers both LCH Ltd and LCH SA entities, providing the Collateral and Liquidity management function for other LCH Clearing services.

Key Responsibilities:

• Significant stakeholder management responsibilities which align to the service that the service management function provides to the Securities business.
• Chair a regular cadence of service reviews; preparing the meeting pack, including data gathering, analysis and annotation to demonstrate service oversight and where appropriate to assist and build stakeholder investment to sponsor service improvement ideas.
• Provide in-depth, service-specific, analysis in areas such as incident trends, mean time to recover and any other area where improvements need to be identified and remediated for issues that impact the services.
• Partners, influences and coordinates with a wide range of partners to validate and continually improve standard methodology of policy, standards and processes that support the end-to-end service lifecycle, operational resilience, incident response, problem and change management.
• Ensure that the Incident review process is adhered to by chairing and driving meetings to ensure that we look at and investigate all issues related to incidents in order to increase resiliency and reduce operational risk.
• Accountability for ITSM process and respective metrics and performance, while supporting tool and process
• Ensure that Problem Management is governed, providing all relevant oversight and governance.
• Accountable for any Service Management related documentation, e.g SLA's and the associated documentation, tracking and reporting of associated KPI's/KRI's.

Candidate Profile / Key Skills:

• Previous experience within an IT function
• Previous experience of working within, or with an IT Service Management function
• Strong account or relationship management experience
• Proactive, determined and resilient, with a positive attitude
• Extensive and demonstrable problem-solving and decision-making capabilities
• Excellent delivery-focused, results-orientated approach
• Superb data manipulation skills - highly proficient in the MS Office suite of products
• ITIL Foundation certificate as minimum
• Bachelor's degree or equivalent in an IT related field preferred.
• Experience in development and implementation of Service Management and Support disciplines and processes
• Significant stakeholder management experience
• Excellent communication and interpersonal skills
• Good negotiation / influencing skills able to overcome resistance and reach consensus and compromise in order to attain the required objective
• Experience in giving presentations and chairing meetings.
• Superb data manipulation skills
• Highly proficient in the MS Office suite of products
• ServiceNow tooling or equivalent ITSM toolset

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)
• Life insurance
• Pillar 3 Private Pension
• Meal Vouchers
• Flexible Benefits
• Bookster
• Volunteering Events
• All LSEG colleagues with at least one year's continuous service, who become parents, are now entitled to at least 26 weeks' paid leave, and the option to return to work on a phased basis, in relation with specific company's policy and guidelines

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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