Network Service Manager

Role Purpose

At LSEG, we consider providing opportunities equally as a priority, we strive to establish teams that are diverse and encourage coordinated working and sharing of ideas!

At LSEG USA, you can be your best self. Our open and inclusive culture and collaborative communities connect colleagues from across the world, and a host of skill development programmes support our people's personal and professional growth.

• Provide governance and guidance to deliver world class network products and services in-line with industry standards, and internal process/procedures with an emphasis on risk-based approaches.
• Participate and provide governance to all elements from the delivery of technologies to service improvements through lifecycle management, vendor coordination, and operational support, documenting the risk profile along the way.
• Define the Service Level Objectives (SLO) and Service Level Indicators (SLI) and demonstrate the state of network products and services through metrics and reporting to leadership.
• Act as the driver for continuous improvement of NPS products and services.

• Work closely with product managers of NPS to define SLI/SLI.
• Work closely with the service owner of the network products and services to ensure delivery to agreed SLO/CLI.
• Work closely with business partners and product managers to ensure demands from business are supported on time with quality following proper prioritization calls.
• Own service reports and service review meetings for network products and services, proactively track critical metrics and provide insight on improvement opportunities, lead/drive the Service Improvement Plan (SIP) systematically.
• Govern the process used by NPS and ensure the team is compliant with process, introducing industry standard methodologies and continually improving those processes for a mature service delivery.
• Join service owners in TRT and PIR with the target to drive systematic improvement on how we handle incidents/problems.
• Provide oversight to the network ITSM process and results to proactively prevent service disruptions through analysis of changes adhering to ITSM principles and process.
• Proactively track and maintain a service risk catalog with continual updates provided to leadership, while working with business partners to highlight the risk profile as it relates to business decisions.
• Track audit results and issues exposed in Ops Res and Tech Res discussions and provide inputs to product manager, product owner, service owner to resolve potential issues in a timely manner.
• Define and manage vendor operational performance indicators and hold vendors accountable through proper engagement and governance.
• Manage network vendor performance and drive improvement systematically when there is a trend.
• On top of the individual SM role, be able to lead a team of SMs to provide consistent governance globally.

• 10+ years working in global technology service-based organization.
• Experience working in a global 24/7 network or infrastructure service operations.
• ITIL Certification (ideally ITIL
  4) with demonstrable application in large 24x7 global organization.
• Passionate about leading continuous improvement and knowledgeable about improvement methodologies.
• Demonstrated ability to influence and hold others accountable for service quality, including senior people in the organization and business.
• Strong leadership and excellent problem‑solving and analytical skills.
• Good communication and interpersonal skills.
• Project management expertise.
• Ability to work under stress and manage multiple priorities.

• Cisco Certified Network Professional (CCNP) or Cisco Certified Internetwork Expert (CCIE).
• Certified Information Systems Security Professional (CISSP).
• ITIL Foundation Certification.

This role is ideal for professionals passionate about technology leadership, network innovation, and delivering seamless connectivity in a dynamic environment.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.