Risk Intelligence Service Manager

About Us:

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG’s ticker symbol is LSEG.

Our People:

People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential. We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives.  We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.

We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise. As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.

The Role

The Service Management group resides within the Technology Operations function within Refinitiv. It provides operational end-to-end service ownership and support, and manages incident, problem and change management processes.

The Service Manager (SM) is accountable for service management throughout the service lifecycle and for providing expert input into incident resolution, problem management and change planning. They will focus on the customer experience, ensuring that providers and capabilities meet agreed levels. They will also champion a culture of continuous service improvement.

Role Requirement:

• 2-5 years relevant technology domain experience, ideally across a range of technologies with some background in supporting trading, analytics, risk and data services.
• Provide leadership and driving pro-active and re-active mobilisation of resources in a matrix environment.
• Inspire trust, manage expectations, and gain sponsorship with business, technology and senior leadership teams.
• Service ownership in alignment with customer propositions and products.

Role 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.
• Ensure incident reports are clear and concise.

Change and Release Management:

• Change risk review and acceptance.
• Knowledge of the forward schedule of change; understand the impact to service and work with teams to encourage prioritisation and planning.
• Advise on change best practices, such as risk mitigation, roll back and planning.
• Prioritization of non-functional requirements within product releases.

Problem Management:

• Proactively assess trend and risks to identify problem areas.
• Work with virtual teams to drive problem remediation and preventative actions.
• Ensure root cause analysis is performed by appropriate teams.

Capacity Management:

• Ensure appropriate levels of capacity management (tactical and strategic) are in place.
• Sponsor remediation activities, ensuring momentum is maintained.

Availability Management:

• Advise on service operability requirements related to service resilience investment.
• Ensure appropriate availability measures are set, analyse data and report against targets.
• Provide recommendations and sponsorship of availability improvements.

Continuity Management:

• Contribute to service policy and governance for standard recovery and technical best practices.
• Planning, testing and execution of regular continuity and resilience tests.
• Validating that design meets business and compliance requirements.

Continuous Service Improvement:

• Lead discussions surrounding Continuous Service Improvement.
• 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.
• Ensure good levels of risk assessment are taking place before key decisions are made.
• Manage the Service Availability Risk Register for assigned services and ensure agreed actions are tracked and focus is maintained to close risks.

Governance and Compliance:

• Ensure alignment to technology and security policies.
• Engage in governance process discussions and provide feedback on improvements.

Stakeholder Management:

• ·Report and communicate service performance to business, technology leaders and internal / external customers.
• ·Write and/or approve customer service statements.
• Manage relationships and performance of one or more third-parties that provide service to Refinitiv.

Career Stage:

Manager

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.