Post Trade - LCH SA Service Manager

About Us:

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. It's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services - and our open-access model - we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

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, more than half located in Asia Pacific.

Role Description:

The Service Management team in LCH is accountable for ensuring that each service has comprehensive service management support, specifically around service performance, 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 standard methodology, advice and guidance as required.

The current LCH aligned service management team consists of three Service Managers, who are each aligned to an LCH Ltd business service/services or the cross-service technology owned services. Due to an organisational change, we are recruiting for an additional 2 roles that will be primarily supporting the LCH SA business services and providing all oversight and governance to the LCH SA senior technology and business representatives.

The regulated nature of LCH SA and the additional oversight and governance that this brings will give the successful candidates a unique opportunity to work within an organisation that is Critical Financial Markets Infrastructure and systemically important to the clearing requirements of our European members.

Main Responsibilities:

• Significant stakeholder management responsibilities with key contacts across LCH SA.
• Chair regular service reviews: preparing the meeting pack, including data gathering, analysis, annotation and where applicable providing insights for various partners to support investment for service improvement.
• Responsible for ITSM process and respective metrics and performance, while supporting tool process maturity, compliance and quality measurement, training and operation of process in line with the global standard.
• Undertake post-incident reviews, initiating and overseeing root-cause investigations
• Serves as a point of escalation and able to resolve problems independently by providing a high level of support.
• Responsible for the creation and maintenance of service-related documentation such as SLAs, critical metrics, support models.
• 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
• Create generic and/or service specific service management related documentation
• Partners, influences and coordinates with a wide range of other functions to validate and continually improve best practices of policy, standards and processes that support the end to end service lifecycle, operational resilience and incident response.

Required Skills:

• 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
• Bachelor's degree or equivalent in an IT related field preferred.
• Experience in development and implementation of Service Management and Support fields and processes
• Significant stakeholder management experience
• Ability to balance risk with business requirements.
• 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.
• Good data analysis and manipulation skills with attention to detail observed.
• Highly proficient in the MS Office suite of products
• ServiceNow tooling or equivalent ITSM toolset.
• Able to multitask and prioritise accordingly, being able to react to changing events and requirements.
• Have an awareness of Risk Management and what it means.

Benefits:

We are looking for intellectually curious people, passionate about the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios! If you are creative and a 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 such as:

• 25 days' holiday per year
• 1 additional day off for your Birthday
• Annual wellness allowance
• Share Purchase Plan
• Medical Health Insurance
• Medical Subscription (preventive medical services)
• Dental Coverage
• Life insurance
• Pillar 3 Private Pension
• Meal Vouchers
• Flexible Benefits
• Bookster
• Volunteering Events

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.

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.