Service Delivery Analyst

The Business Relationship team is a diverse and inclusive, committed to delivering exceptional service to our customers, through proactive responsibility for the availability, reliability and performance of LSEG Markets platforms and products.

Within this role, you will be part of a Business Relationship team within Infrastructure Service Delivery (ISD) Markets team as a Service Delivery Analyst, assuming a pivotal role in the ongoing monitoring, reliability, performance and enhancement of the platforms & products that support the Markets division.

We are passionate about building collaborative relationships across the Engineering and Business teams, taking a customer driven approach on service delivery, assuming accountability in the pursuit of service reliability and performance improvements. We also strive to ensure accurate and timely reporting of the service to customers across a number of governance forums.

Your proactive demeanour will ensure the effective and efficient implementation of ITSM processes and the tracking and alignment to Service Level Agreements (SLAs) and Key Performance Indicators. You will monitor, report and analyse performance data to identify improvement areas, collaborating with Engineering teams to ensure that these improvement initiatives are delivered optimally and to customer expectations!

You will naturally cultivate a customer centric mentality, comfortable in engaging with customers to understand their needs, handling critical issues, addressing concerns promptly and ensuring that services consistently meet or exceed expectations!

You will also be responsible for staying abreast of industry trends to identify and develop improvements in the way that we conduct our service management practices.

Required Skills

• 3 years + experience within an IT function
• Experience of working within the ITIL framework, specifically incident and problem management process
• Experience of measuring service performance against key performance indicators / service level agreements and creation of Service Reporting documentation
• Possess a strong ability and interest in data analysis, translating data/metrics into relevant insight and actions
• Experience in coordinating technical teams to understand root cause and remediation / service improvements
• Experience of conducting post-incident reviews
• Experience of using Service Management tools, such as ServiceNow
• Strong analytical and problem-solving skills
• An ability to work to timelines and under pressure
• Strong written and oral communication skills
• Strong customer centricity
• Excel and PowerPoint proficiency

Preferred Skills

• ITIL Certification (v4 preferred)
• ServiceNow reporting skills
• Power BI skills
• Champion to continuous learning and improvement

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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