Director - Implementation Management, EMEA

Position Summary

This Director role owns the EMEA Implementation Management function reporting into the Group Director of Customer Implementation Services (CIS). The role directly manages a team of leaders and SMEs. The EMEA Implementation Management team is circa 50 FTEs.

The Customer Implementation Management (IM) team is client facing passionate about both day-to-day Technical Change to include Product Implementation and On-boarding, Product Configuration, and technical change resultant from execution of strategic projects. Implementation Management operate on a client portfolio basis. Teams manage a broad portfolio of technical change developing client relationships, to offer an added new value experience to clients beyond simple instruction. There is a focus on project difficulty and reporting plus driving the standard of tooling adoption and consistency of data.

The team works on a combination of projects that result from customer both won business (sales) and mandated strategic projects and programs (upgrades and migrations). Supporting new offering e.g. LMP capabilities in the early phase of client adoption will add to the activities in Q4 2025.

The EMEA Implementation team comprises colleagues based in a few locations ‘in market’ co-located with clients e.g. London and Hub locations in Gdynia & Cairo. Come be part of a diverse, distributed team that drives impact and change to our customers!

As leader of an execution focused customer-facing team, your role will be to:

• Ensure that the right expertise and resources are deployed effectively to provide a consistent and positive overall customer experience, further develop customer facing soft skills across teams
• Ensure that client technical change is implemented expertly and efficiently, demonstrate an improvement in customer satisfaction
• Understand the tooling needs of the team and constantly propose improvement to tooling and process to increase efficiency and customer satisfaction
• Work in close collaboration with customers across LSEG especially Sales and Account Management
• Advocate for client needs, be the voice of the customer reference technical change
• Act as client escalation point
• Act at in an advisory capacity to partners pan LSEG around the subject of technical change
• Ensure the EMEA technical orderbook is handled with lead-time to revenue recognition minimized

Role Responsibilities

• Ensures delivery on all key objectives
• Handles the deployment of resources to service LSEG clients
• Balances the responsibilities of ‘In Market’ and Hub located teams
• Working with AMERS & Asia Directors of Implementation Management establishing consistent process and approach to client technical change
• Be the primary critical issue point for partners for all issues & customer concerns regarding client technical change in EMEA
• Establish relationships with key clients pan EMEA clients.
• Build a strong network at a peer level with:
• Account Management, Customer Success Management, Consulting and Proposition Sales (SAM)
• Product and Proposition Management
• Operations e.g. Sales Order Management, Customer support.
• Engineering

Ideal Qualifications and Experience

• People leadership skills and the ability to mentor a diverse team
• Ability to encourage leaders and inspire them to drive their members to improved performance
• Ability to deliver difficult messages & explain LSEG internal policies to teams
• Client facing experience in a sales, operations or product management capacity
• Ability to think strategically and set direction
• Ability to inspire change
• Ability to prioritise successfully and adapt to changing priorities
• Ability to work with virtual teams to effectively deliver projects
• Good knowledge of LSEG’s product range, internal systems and processes
• Ability to communicate and negotiate effectively with various internal and external stakeholders.

LSEG is committed to encouraging a diverse, equitable, an inclusive work environment, ensuring equal opportunities for all employees, regardless of their background. We offer great employee benefits to make sure everyone performs to the best of their abilities.

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.