Service Manager

LSEG is a global multibillion-dollar information technology enterprise providing critical data to the finance sector and beyond. It provides data, analytics, trading and risk assessment tools that help companies trade smarter and faster, navigate regulatory challenges effectively, assure compliance with confidence, and expand their operations intelligently on a global scale.

The Service Management function in LSEG is responsible for the overall governance of respective products and services attributed to the supported technology functions. It plays a key role in overseeing day-to-day operations and initiating improvements to enhance the customer experience.

The Regional Service Manager in IT Service Management (ITSM) ensures consistent, high-quality service delivery to all customers by overseeing the efficiency and effectiveness of all ITSM functions, including—but not limited to—Change Management, Incident Management, Problem Management, and Service Continuity. This role involves close interaction with Customer Operations and Account teams to gather feedback and drive continuous improvement. By collaborating with regional counterparts, the role produces formal service reports and analyses trends and risks. They address performance issues proactively to uphold service excellence. Success in this role requires exceptional communication skills, a strong technical background, and the ability to build trust and respect in relationships with both customers and vendors.

LSEG is applying hybrid workstyles. Time in the office for team connectivity, learning and development is agreed with the people leader.

The role will have the following responsibilities: 

• This is an individual contriubtor role with no people management responsibilities.
• Provide a point of escalation and leadership for high-priority incidents follow-the-sun.
• Facilitate efficient Incident Management process and ensuring timely and formal communication with customers and internal partners for high-priority incidents.
• Manage strategic partners and other internal and external suppliers contracted to deliver the service.
• Champion continuous improvements across all partners and suppliers.
• Define, report and track service quality metrics.
• Ensure a seamless transition to Problem Management while maintaining comprehensive oversight.
• Analyse performance metrics to prepare and present service performance reports to frontline Sales & Account Management and Service Escalations teams for their customer engagement.   
• Collaborate with Capacity Management function.
• Instigate and drive service improvement initiatives.
• Ensure effective operation of the Change Management process including risk assessment, approval and sign off.
• Ensure efficient use of Change Management tools in line with global processes.
• Collaborate with relevant teams to keep SLA/SLO accuracy.
• Ensure process alignment with the ITIL and COBIT frameworks.
• Assist frontline Sales & Account Management and Customer Services teams providing technical insight on high-profile (high priority) incidents.
• Ensure effective interfaces between all supplier groups.
• Collaborate and contribute with the overall success of all ITSM-related functions (Incident, Problem and Change Management, Service Governance, Service Continuity and the Technical Operations Centre)

Qualifications: 

• Vital financial industry experience and associated number of years of experience in a similar role.
• 8+ years’ experience in an IT or technology support role. With 5+ years of Service Management experience.
• ITIL V4 and COBIT framework adherence proven track record.
• Solid experience collaborating with Incident Management to write and socialize executive-level Incident Reports. 
• Champion development and use of automation practices and effective use of dashboards to track metrics and find opportunities to improve service delivery.
• Procurement and Vendor Management engagement experience.
• Solid interpersonal skills and comfortable interacting with partners at both infrastructure and application levels. Must be willing to step up and drive major incidents involving production environments with a strong sense of urgency.
• Excellent communication skills.  Exceptional verbal, written and listening skills are essential to exert influence within the organization and with partners and supplier.  A specific skill is the ability to summarize and communicate complex technical issues concisely to senior internal partners and customers
• Good report building and presentation skills (PowerBI, PowerPoint, Excel, ServiceNow)
• Good in Resource Planning, Forecasting and Continuous Improvement (Solid grasp of Project Management tooling. Gantt, Kanban, Agile Framework (scrum), Kaizen, et cetera)

As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. We are proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. 
 
Intrigued by a challenge as large and fascinating as the world itself? Come join us. 

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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