LSEG Application Service Manager - Elektron Real Time in London, United Kingdom
The Application Service Management function resides within the Technology CIO Pillars. It provides operational end-to-end service ownership and support, and plays a key role in 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. The Service Manager focuses on the customer experience, ensuring that providers and capabilities meet agreed levels. The Service Manager also champions a culture of continuous service improvement.
Member of the incident management process.
Ensure technical recovery resources are mobilized.
Oversees incident mitigations and consulted 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 drive prioritization and planning.
Advise on change best practices, such as risk mitigation, roll back and planning.
Prioritization of non-functional requirements within product releases.
Proactively assess trend and risks to identify problem areas.
Work with virtual teams to drive problem remediation and preventative actions.
Ensure timely root cause analysis is performed by appropriate teams.
Ensure appropriate levels of capacity management (tactical and strategic) are in place.
Sponsor remediation activities, ensuring momentum is maintained.
Advise on service operability requirements related to service resilience investment.
Ensure appropriate availability measures are in place, analyse data and report against targets.
Provide recommendations and sponsorship of availability improvements.
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 around Continuous Service Improvement.
Create and maintain a Service Improvement Plan for key services.
Constantly update and manage a pipeline of CSI activities.
Provide clear advice to decision makers in technical and business teams on the appropriate course of action to manage service risk.
Ensure appropriate 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.
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.
Understanding and experience of the end to end life cycle, including:
Ensuring service, support and operations are aligned to proposition / business requirements.
Engagement during service design to lead development of service / support model(s).
Ensuring designs incorporate best practice, are compliant with policies and meet performance requirements.
Reviewing existing service / support models and continuously seeking opportunities for improvement.
Engagement during service transition to ensure smooth migration of services / products into production.
Championing continuous service excellence by ensuring appropriate level of planning and checks are in place. For example, testing, capacity planning and monitoring of events.
Developing service management best practice in support of agility and service quality.
Service Manager Competencies
Passionate about improving service to internal and external customers.
Leadership and the ability to mobilize resources in a matrix environment across three regions
Collaborating across boundaries
Able to maintain calm during high-pressure situations.
Drive pro-active action and thinking.
Structured and organized.
Able to grasp complex technical concepts and language.
Self-driven, willing to ask questions and use information to proactively effect change.
Able to think through complex issues and propose alternative solutions to problems.
Firm understanding of the financial services industry and its products.
Understanding and experience of the various functions within operations and development
Customer facing experience or experience within Refinitiv customers
Awareness of information security threats and considerations
Balancing risk with business requirements
Group and targeted communication
Technical and/or business degree or equivalent with computer science/IT experience/knowledge.
Good understanding of financial services industry and products including Refinitiv markets.
Firm understanding of IT infrastructure and the core function and process to operate and run
Agile development and DevOps methodologies
ITIL certification a strong plus
Other certifications relevant to specialism (e.g. Public Cloud).
2-5 years relevant application support 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 mobilization 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.
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise – and our purpose. You’ll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
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