Director - Service Enablement

Director -Service Enablement, Corp Tech Reliability Engineering & Enablement
LSEG (London Stock Exchange Group) is a world-leading financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering services across Data & Analytics, Capital Markets, and Post Trade.
Backed by three hundred years of experience, innovative technologies, and a team of over 23,000 people in 70 countries, our purpose is driving financial stability, empowering economies, and enabling customers to create sustainable growth.
Role Profile
In this role, you will be Leading the Service Enablement function within Reliability Engineering & Enablement, Corporate Technology (CT) as a Director.
The Director Service enablement drives Continuous Operations Service improvement, Compliance & ITDR Governance, Reporting & Control.
Service Performance Reporting: The team provides CT with service metrics through the provisioning of PowerBI reporting. Our goal here is to ensure our performance is tracked in a relevant way.
Service Level Management: We are the lead contact for LSEG central operations team and ensure Corp Tech SLAs are aligned to central standards. Any new central SLA requirements or changes are also handled by us and here we will discuss and negotiate with our central org on behalf of CT to ensure we have the right alignment.
Operational Risk and Compliance: We are the lead contact representing CT to our central Compliance and Risk teams. As part of our reporting we ensure our operational teams understand the requirements and have clear plan of action.
Incident and Problem Management: We have Service Managers aligned to each Capability area who proactively look at incident trend and help lead complex problem management cases which feeds into our Continuous Service Improvement plan.
KEY RESPONSIBILITIES INCLUDE:

• Responsible for leading a team of service managers in the areas of service management, Operations excellence, Compliance, metrics and reporting.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with partners.
• Provide direction and goal setting on strategy and operations.
• Provide tactical and strategic recommendations based on ITSM key performance measures.
• Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the Organization.
  

Incident Management

• Member of the incident management process, available 24x5 for major incidents and On-call for weekends
• Provide clear and timely communication to senior leadership in the event of a major incident or major issues.
• Manage the customer concerns, identify action owners, and ensure problem record is raised to follow the problem management.
  

Change and Release Management

• Change risk review and acceptance & sign off Service now.
• Knowledge of the forward schedule of change; understand the impact to service and work with teams to drive prioritisation and planning.
• Product related bugs, defects impacting major issues needs to work with relevant capability/L3 teams for Prioritization. Understand the roadmap and provide adequate visibility and reporting.
• Releases – sign off and ensuring that NFRs are considered/achieved (this is managed by Transition Management and confirmed with the Service Manager before launch), Ensure the Leanix entry are up to date.
  

Problem Management

• Proactively assess trend and risks to identify problem areas by working with RE Managers & capability.
• Work with virtual teams to drive problem remediation and preventative actions.
  

Availability Management

• 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.
  

Continuous Service Improvement

• Lead discussions about 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 appropriate levels of risk assessment are taking place before key decisions are made.
• Manage Metrics stream 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.
  

Customer Management

• Report and communicate service performance to business, technology leaders and internal / external customers.
• Write and/or approve customer service statements.
• Engaging Vendor management
• Service Forums – ownership of Service Forums with our capability teams.
  

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Service Level Management

• Maintaining and reviewing the BSL SLA
• Involved in the Service now, SLA configurations
• Maintaining and reviewing the materiality matrix
  

Service Performance Reporting

• Performing the monthly CTLT reporting.
• Following up on the relevant actions, tracking and closing the actions.
• Build reporting standards for REE and across CT.
  

Preferred Skills And Experience

• 5-8+ years relevant technology domain experience, Service Manager role
• 10+ years’ Technology Operations Management experience
• ITIL Certifications / V3 or V4
  

Education And Professional Skills

• Professional qualification or equivalent.
• BS/Masters degree,
• ITIL Service Management accreditation (Highly helpful)
• Curious about new technologies and tools, creative thinking and initiative taking.
• Collaboration and interpersonal skills are a must.
• Experience in the Finance industry or knowledge of financial products is a huge plus
• Customer centricity
• Highly focused on outcomes
• Highly organized and planned individual
• Self-starter and self-managed
• Strong stakeholder and relationship management
  

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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