Risk Intelligence 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. LSEG’s ticker symbol is LSEG. 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.

Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential. We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.

As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.

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.

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.

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 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.

Proactively assess trend and risks to identify problem areas. Work with virtual teams to drive problem…