Senior Service Manager

Role Profile
The Service Management group resides within the Corporate Engineering Reliability Engineering & Enablement Function. It provides operational end-to-end service ownership and support, and manages incident, problem and change processes.

The Senior Service Manager is accountable for service management throughout the service lifecycle and for providing expert input into incident resolution, problem management and change planning.

The Senior Service Manager focuses on the customer experience, ensuring that providers and capabilities meet agreed levels.

Tech Profile/Essential Skills

• 10+ years relevant technology domain experience, Service Manager role
• 15+ years Technology Operations Management experience
• ITIL Certifications / V3 or V4 preferably V4
• BS/MS degree in Computer Science, Software Engineering or STEM degree (Desirable)
• Risk Management experience
• Experienced in Capacity, Availability and IT SACM processes.
• IT SCM/DR experience
• Experience in maintaining and improving SLA documents.
• Passionate about improving service to internal and external customers.
• Inspire trust, manage expectations, and gain sponsorship with business, technology, and senior leadership teams.
• Ability to remain calm and decisive in high-pressure situations.
• Proactive attitude with the ability to grasp sophisticated technical concepts.
• Creative thinking and the ability to drive long-term improvements.

Detailed Responsibilities
Incident Management
Member of the incident management process, available 24x7 for major incidents.

Ensure resources are mobilised. 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.

Change and Release Management
Change risk review and acceptance.

Maintain knowledge of the forward schedule of change; understand service impacts and drive prioritisation and planning.

Advise on change standard processes, such as risk mitigation, roll back and planning.

Problem Management
Proactively assess trend and risks to identify problem areas.

Drive problem remediation and preventative actions.

Ensure root cause analysis is performed by appropriate teams.

Availability Management
Advise on service operability requirements related to service resilience investment.

Ensure appropriate availability measures are in place, analyse data and report against targets.

Provide recommendations and sponsorship of availability improvements.

Continuous Service Improvement
Champion CSI activities

Create and maintain a Service Improvement Plan for key services.

Constantly update and manage a pipeline of CSI activities.

Risk Management
Provide clear advice to decision makers in technical and business teams on the appropriate course of action to manage service risk.

Review risks periodically and work with owners on identifying and implementing action plans.

Governance and Compliance
Ensure alignment to technology and security policies.

Engage in governance process discussions and provide feedback on improvements.

Service Performance Reporting
Report and communicate service performance to business, technology leaders and internal / external customers.

Service Forums - ownership of Service Forums with our capability teams.

Service Level Management
Maintain and review SLA documentation.

Involved in Service now SLA configurations

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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