Service Manager

Overview

The LCH Ltd and UV Service Management team is accountable for ensuring that each service has comprehensive service management support, specifically around incident and problem management. The team embodies ITIL and other IT Service Management and Governance best practice and is both responsible for the design, documentation and continual improvement of ITIL-aligned service management processes and for providing best practice advice and guidance as required.
The team consists of four Service Managers, who are each aligned to a business service/services and/or an element of responsibility for cross-service functions and improvement initiatives. This role is being opened as a replacement role to replace the Securities Service Manager, who is responsible for providing a service to Securities, covering EquityClear, RepoClear and CaLM IBS's.
Key responsibilities:

• Significant stakeholder management responsibilities which align to the service that the LCH Ltd service management function provides to the Securities business.
• Chair a regular cadence of service reviews; preparing the meeting pack, including data gathering, analysis and annotation to demonstrate service oversight and where appropriate to assist and build stakeholder investment to sponsor service improvement ideas.
• Provide in-depth, service-specific, analysis in areas such as incident trends, mean time to recover and any other area where improvements need to be identified and remediated for issues that impact the services.
• Partners, influences and coordinates with a wide range of stakeholders to validate and continually improve best practices of policy, standards and processes that support the end-to-end service lifecycle, operational resilience, incident response, problem and change management.
• Ensure that the Incident review process is adhered to by chairing and driving meetings to ensure that we look at and investigate all issues related to incidents in order to increase resiliency and reduce operational risk.
• Accountability for ITSM process and respective metrics and performance, while supporting tool and process
• Ensure that Problem Management is governed, providing all relevant oversight and governance.
• Accountable for any Service Management related documentation, e.g SLA's and the associated documentation, tracking and reporting of associated KPI's/KRI's.
• Take the lead on service improvement initiatives for the service provided by LCH Service Management

Required Skills and Behaviours:

• Previous experience within an IT function
• Previous experience of working within, or with an IT Service Management function
• Strong account or relationship management experience
• Proactive, determined and resilient, with a positive attitude
• Extensive and demonstrable problem-solving and decision-making capabilities
• Excellent delivery-focused, results-orientated approach
• Superb data manipulation skills – highly proficient in the MS Office suite of products
• ITIL Foundation certificate as minimum
• Batchelors degree or equivalent in an IT related discipline preferred.
• Experience in development and implementation of Service Management and Support disciplines and processes
• Significant stakeholder management experience

Skills

• Excellent communication and interpersonal skills
• Good negotiation / influencing skills able to overcome resistance and reach consensus and compromise in order to attain the required objective
• Experience in giving presentations and chairing meetings.
• Superb data manipulation skills
• Highly proficient in the MS Office suite of products
• ServiceNow tooling or equivalent ITSM toolset

Benefits

We are looking for intellectually curious people, interested in the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you a forward thinker and problem solver, this is the place to be as will be supporting you to fast forward your career.

We maximise each employee’s potential through personal development through a wide range of learning tools both formal and informal. We believe in remunerating our people with competitive salaries and a range of attractive benefits At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do. Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any mental health or physical disability needs. 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.