Post-trade services are crucial to the securities trading industry. Our post-trade businesses CC&G, UnaVista, LCH and Monte Titoli provide capital markets with the range of services they need in order to mitigate risk and ensure efficient running.
Each Service Delivery Manager is expected to show leadership, motivating technical teams to address underlying issues and make service improvements proactively and managing problem investigations with resolution teams.
Key Responsibilities :
Deliver and provide inputs for the agreed service measurements and reporting for service management
Coordinate the timely delivery of the inputs into reporting packs
Recommend improvements to the existing MI
Add value to the MI with appropriate analysis and commentary
Serve as an operational contact and interface for the services being delivered, including escalation and leading response / resolution to the escalations
Own incidents start to end regardless of escalation
Reduce technical escalations
Proactively seek service improvements within the scope of the services provided to internal clients and managing these through to implementation, measuring and communicating the improvements
Assist service teams with resolving day-to-day service management issues and problems
Coordinate Platform teams and cross department problem solving
Contribute to the definition of service level agreements (SLAs), and underpinning contracts
Develop thorough understanding of the service performance targets and the measurements
Be able to lead a discussion on how the measurements will be applied
Understand the underlying business driver for the SLA’s to ensure the measurement correctly targets and incentivises the right service and behaviours
Ensuring clear open communication with support teams and that they remain properly aligned on service management matters
Help ensuring robust processes, documentation, training and support are in place to assist achievement of service levels.
Candidate Profile / Key Skills :
3 years + experience within an IT function;
Experience of working within, or with an IT Service Management function;
Experience of measuring service performance against KPIs / SLAs;
Experience of undertaking incident and problem management process responsibilities;
Strong customer service focus;
Excellent communication and interpersonal skills;
Experience of using Service Management tools, such as ServiceNow;
Strong understanding of ITIL methodology;
Able to use PowerPoint, Excel and MS word to an intermediate standard.
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 and through a wide range of learning tools both formal and informal.
We believe that remunerating our people with competitive salaries and a range of attractive benefits such as :
Pillar 3 Supplemental Pension
25 days’ holiday a year
Private medical insurance
Group life insurance policy
Share Purchase Plan
People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence are at the core of our culture.
We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile so we meet the needs of our teams and customers.
We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.
A career with London Stock Exchange Group offers you the opportunity to be at the centre of the financial community. As well as competitive salaries and a range of attractive benefits, we maximise each employee’s potential through personal development plans, training, coaching and mentoring.