Network Service Manager

Overview

Role

Purpose:

At LSEG, we provide opportunities equally as a priority. We strive to establish diverse teams 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.

This role works with the Director of Service Effectiveness in Networks Products and Services (NPS).

• Provide governance and guidance to deliver world-class network products and services in line with industry standards and internal processes, 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 and the service owner of the network products and services to ensure delivery to agreed SLO/CLI.
• Collaborate with business partners and product managers to ensure business demands can be supported on time with quality following proper prioritization.
• Own service reports and service review meetings for network products and services; proactively track critical metrics and provide insights on improvement opportunities; lead the Service Improvement Plan (SIP) systematically.
• Govern processes used by NPS and ensure team compliance; introduce industry-standard methodologies and continually improve processes for mature service delivery.
• Join service owners in TRT and PIR to drive systematic improvement in incident/problem handling.
• Provide oversight to the network ITSM process to proactively prevent service disruptions through analysis of changes adhering to ITSM principles and processes.
• Proactively track and maintain a service risk catalog with updates provided to leadership; work with business partners to highlight risk profiles related to business decisions.
• Track audit results and issues in Ops Res and Tech Res discussions and provide inputs to product managers/users to resolve issues promptly.
• Define and manage vendor operational performance indicators and hold vendors accountable through appropriate engagement and governance.
• Manage network vendor performance and drive improvements when there are trends; lead a team of SMs to provide consistent governance globally where applicable.

• 10+ years working in a global technology service-based organization
• Experience in a global 24/7 network or infrastructure service operations
• ITIL Certification (ideally ITIL
  4) with demonstrable application in a large 24x7 global organization
• Passionate about leading continuous improvement and knowledgeable in continuous improvement methodologies
• Demonstrated ability to influence and hold others accountable for service quality
• 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. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day.

Working with us means you will be part of a dynamic organisation of 25,000 people across 65 countries. We are an equal opportunities employer and do not discriminate on the basis of race, religion, color, 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 where required.

We are committed to sustainability and to partnering with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable…