Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Service Manager is accountable for service management throughout the service lifecycle, providing expert input into incident resolution, problem management, and change planning. This role focuses on customer experience, ensuring providers and capabilities meet agreed levels, and champions a culture of continuous service improvement.

Responsibilities

• Act as a member of the incident management process, available 24x7 for major incidents.
• Ensure resources are mobilized for incidents.
• Drive incident mitigations and be accountable for decisions relating to service recovery.
• Provide clear and timely communication to senior leadership during major incidents.
• Ensure incident reports are clear and concise.
• Perform change risk review and acceptance.
• Understand the forward schedule of change and its impact on service.
• Advise on change best practices, including risk mitigation, roll back, and planning.
• Prioritize non-functional requirements within product releases.
• Proactively assess trends 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.
• 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 set, analyze 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.
• Plan, test, and execute regular continuity and resilience tests.
• Validate that design meets business and compliance requirements.
• 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.
• Provide clear advice to decision makers on managing service risk.
• Ensure good levels of risk assessment are conducted before key decisions.
• Manage the Service Availability Risk Register for assigned services and track actions to close risks.
• 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 third-party service providers.

Requirements

• 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 drive proactive and reactive 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.

Location

• United Kingdom

Work Type

• Full-time

Experience Level

• Manager

Benefits

• Healthcare
• Retirement planning
• Paid volunteering days
• Wellbeing initiatives

About the Company

• LSEG (London Stock Exchange Group) is a diversified global financial markets infrastructure and data business.
• We are dedicated, open-access partners committed to excellence.
• We enable businesses and economies worldwide to fund innovation, manage risk, and create jobs.
• We have supported financial stability and growth globally for over 300 years.
• Our comprehensive suite of trusted financial market infrastructure services and open-access model provide flexibility, stability, and trust.
• 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.
• Our culture connects people, creates opportunity, and delivers excellence.
• We embrace diversity and actively seek individuals with unique backgrounds and perspectives.
• We break down barriers and encourage teamwork, fostering innovation and rapid solution development.
• Our workplace provides an enriching and rewarding experience for employees and customers.
• Our vision is to build an inclusive culture where everyone can fulfill their potential.
• We encourage and enable diverse avenues for skill and expertise development.
• LSEG is a place where everyone can grow, develop, and fulfill their potential with meaningful careers.
• Our purpose is driving financial stability, empowering economies, and enabling customers to create sustainable growth.
• Our values of Integrity, Partnership, Excellence, and Change underpin our purpose and guide our decisions.
• We are a dynamic organization with 25,000 people across 65 countries.
• We value individuality and enable employees to bring their true selves to work.
• We are committed to sustainability across our global business.
• We partner with customers to help them meet their sustainability objectives.
• The LSEG Foundation provides charitable grants to community groups.
• Colleagues can participate through fundraising and volunteering.

Equal Opportunity

• We are proud to be 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 status, veteran status, pregnancy, or disability, or any other basis protected under applicable law.
• We can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.