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Contractual SLA Manager
London Stock Exchange Group
posted 8d ago
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Flexible timing
Key skills for the job
Job Description
- Ensure that the vendor delivers the services contracted to the Global Service Owners & Operational Leads within Engineering Operations
- Perform a full SLA due diligence is performed for each of Engineering vendors that have Service Levels
- Establish effective TLT reporting and SLA management that will.
- Document in a central location the SLAs for all vendors and indicate where there are no SLAs, which gives Oprations Teams easy central access for reference during any incident.
- Understand and collect any regular SLA reports required centrally and supervise whether any SLAs are being breached by the Vendor, and if so, what action might need to be taken.
- Identify any service failures where credits are applicable from vendors and action.
Other essential responsibilities include:
Pre-Contract
- Review contract with the Vendor Manager s to identify if there are any service levels are applicable.
- If applicable, extracted them on to the SLA management tool.
Post-Contract
SLA Management
- Monitor SLA performance for compliance with Contractual needs and requirements.
- Facilitating communication between the Engineering (Service Management) and Group Procurement team and its vendors to define and maintain the SLAs required for each business unit.
- Schedule and run weekly/monthly/quarterly governance meetings with Vendors and Engineering (Service Management) and Group Procurement team
- Develop and design reporting of service level performance to the senior leadership team.
- Generate regular reports and performance dashboards to provide transparency into service levels and identify areas for improvement.
- Track exceptions given by the business on SLA failure and report cost impacts
- Track and review the Service Credits upon failures of critical SLA s
- Report the Service Credits to the Cost Management and AP teams to process them further
LSEG is a leading global financial markets infrastructure and data provider. We play a vital social and economic role in the world s financial system. With our trusted expertise, global scale, and foundational financial and transaction services data, analytics, risk, collateral and processing solutions, capital formation and trade execution we enable the sustainable growth and stability of our customers and their communities.
Required Skills
- 10+ years of IT experience
- Advanced Vendor SLA Management experience.
- Proficiency in ITIL and/or CIPS framework
- Global perspective with ability to act regionally and locally
- Positive relationship building, communication and presentation skills
- Proven thought leadership in the areas of vendor management, governance and business processes
- Experience with vendor scorecards
- Ability to prioritize multiple tasks optimally
- Strong digital literacy; proficiency in reporting tools like Power BI, Excel and other automation tools
- Must be self-motivated, multifaceted and able to work with minimal direction
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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