Network Service Manager

LSEG (London Stock Exchange Group) is a diversified global financial markets infrastructure and data business focused on delivering world‑class services.

• Provide governance and guidance to deliver world‑class network products and services in‑line with industry standards and internal processes, emphasizing 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.
• This role is ideal for professionals passionate about technology leadership, network innovation, and delivering seamless connectivity in a dynamic environment.

• Work closely with product managers of NPS to define SLI/SLI.
• Work closely with the service owner of network products and services to ensure delivery to agreed SLO/CLI.
• Work closely with business partners and product managers to ensure demand from business can be supported on time with quality, following proper prioritization calls.
• Be responsible for service reports and service review meetings for network products and services, proactively track critical metrics and provide insight on improvement opportunities, lead the Service Improvement Plan (SIP) in a systematic approach.
• Govern the process used by NPS and ensure the team complies with process, introduce industry‑standard methodologies and continually improve those processes for a mature service delivery process.
• Join service owners in TRT and PIR with the target to drive systematic improvement on how incidents/problems are handled.
• 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 to leadership, while working with business partners to clearly highlight the risk profile as it relates to business decisions.
• Track audit results and issues exposed in Ops Res and Tech Res discussion and provide inputs to product manager, product owner, service owner to resolve potential issues in a timely manner.
• Define and lead vendor operational performance indicators and hold vendors accountable through proper engagement and governance.
• Manage network vendor performance and drive improvement systematically when trends emerge.
• On top of the individual SM role, be able to lead a team of SMs to provide consistent governance globally.

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

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

Benefits include healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.

We are proud to be an equal opportunities employer. We do not discriminate on the basis of 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. We can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.