Index Service Manager- Cross Functional

Let’s be #BrilliantTogether

ISS STOXX is looking for a talented Index Service Manager to join our dynamic Mumbai team.

Overview

The Index Service Manager- Cross Functional is a specialized role within the organization and is responsible for overseeing the end-to-end delivery of index data and Technology services, ensuring high-quality service, efficient processes, and alignment with business goals. The SM will lead a cross-functional integrated team, ensuring service delivery operations meet agreed-upon SLAs, KPIs, and regulatory requirements. This role plays a key part in bridging business needs and technology capabilities, ensuring smooth delivery and continuous improvement in services.

Responsibilities

• Service Delivery Management
  
  

Oversee the end-to-end delivery of index data and technology services, ensuring Service Level Objectives are met and quality standards are maintained.

Manage the entire lifecycle of technology services including change management, incident resolution, problem management, and service request fulfillment.

Lead service reviews and ensures that feedback is incorporated to improve performance and quality.

Schedule and drive monthly reviews with key stakeholders showcasing metric performance, capturing feedback and translating the same into qualitative service outcomes through structured improvement plans.

Act as a liaison between the Index Service Department and the business, translating business needs into technical requirements.

Build and maintain strong relationships with key internal (Platform Engineering, Application Development) and external (Index Ops, Index Engineering Leadership) stakeholders.

• Operational Excellence Ensure service processes, standards, and governance are followed to deliver consistent and reliable service outcomes through data driven performance scorecards. Proactively identify opportunities for process improvement, automation, and operational efficiency. Oversee the entire incident lifecycle management process related to index data and technology services, ensuring meantime to restore is minimized and application availability and user experience is not impacted. Ensure a robust proactive problem management process is in place for pre-emptive identification of recurring issues and applying remedial measures.
• Team Leadership & Development Lead and mentor a cross-functional team responsible for service delivery, fostering collaboration, innovation, and continuous improvement. Set team goals, provide regular feedback, and conduct performance evaluations to ensure a high-performing service delivery team. Ensure adequate resourcing, training, and professional development of team members.
• Risk & Compliance Management Ensure all services meet regulatory requirements, including data privacy, security, and compliance standards. Proactively assess risks associated with service delivery and work to mitigate them through proper planning, process management, and oversight.
• Continuous Improvement Drive continuous improvement initiatives, leveraging data and stakeholder feedback to enhance service delivery, efficiency, and customer satisfaction. Stay updated on industry best practices and emerging trends in the index data and technology domain to ensure the service delivery model remains competitive.
  
  

Qualifications

Educational: Bachelor’s degree in computer science, Information Technology, Business Administration, or equivalent.

Experience: 9-11 years of experience in IT Service Delivery with a strong background in data services or technology management and proven experience managing large-scale technology operations, particularly in a data-driven environment.

ITIL Certification: ITIL Foundation certification required.

Technical Skills: Strong understanding of Index data services, financial technology platforms, and Cloud Infrastructure (GCP, AWS, Azure) along with familiarity across database management and data integration technologies.

Customer Focus: A customer-first mindset, with a proven track record of delivering exceptional service experiences.

Personal Attributes

Leadership & Team Management: Proven ability to lead diverse, multi-functional teams and drive high-performance outcomes.

Problem-Solving: Strong analytical skills with a proven ability to identify root causes and develop innovative solutions.

Stakeholder Management: Excellent communication skills and the ability to build strong relationships with business and technical stakeholders.

Adaptability: Ability to manage change in a fast-paced environment while balancing competing priorities.

Desirable Skills

Broad understanding of DevOps principles, Site Reliability Engineering, Observability platforms (Datadog, Splunk, Grafana etc.), IaC and CI/CD practices.

Knowledge of regulatory requirements within the financial services space as well as quality control methodology like Cobit etc.

#STOXX

#MIDSENIOR

What You Can Expect From Us

Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being.

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another.

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.

STOXX® and DAX® indices comprise a global and comprehensive family of more than 17,000 strictly rules-based and transparent indices. Best known for the leading European equity indices EURO STOXX 50®, STOXX® Europe 600 and DAX®, the portfolio of index solutions consists of total market, benchmark, blue-chip, sustainability, thematic and factor-based indices covering a complete set of world, regional and country markets. STOXX and DAX indices are licensed to more than 550 companies around the world for benchmarking purposes and as underlyings for ETFs, futures and options, structured products, and passively managed investment funds. STOXX Ltd., part of the ISS STOXX group of companies, is the administrator of the STOXX and DAX indices under the European Benchmark Regulation.

Visit our website: https://www.issgovernance.com

View additional open roles: https://www.issgovernance.com/join-the-iss-team/

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.