Risk Intelligence Service Manager

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.

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.

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.

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