Head of Service Management - London Stock Exchange Group
Key interface to engagement with BU and stakeholders for service delivery and service improvement.
Position Summary
The Head of Service Management is a strategic leadership role responsible for ensuring the delivery of high-quality network services that meet the organization's business needs. Working with the Head of Network Products and Services (NPS), this role will oversee service management processes, lead a distributed team, and drive transformative initiatives to enhance customer satisfaction, service reliability, and operational excellence.This role will work with counterparts across Infrastructure & Cloud (I&C) and other parts of LSEG to ensure standard processes are established and followed.
LSEG runs one of the world's largest networks globally, comprising of low latency high frequency trading systems, real time market data distribution and over 100 points of presence 24/7. Operational resiliency and stability are core given the systemic importance of this critical national infrastructure.
We are seeking a Senior Technology Leader to lead the service management capabilities across 4 product lines in NPS: LAN connectivity, WAN& Edge connectivity, Market & Customer Connectivity and Application Network Connectivity. This is a critically important role as the team supports all business divisions for the group.
We need a motivational leader who will be transforming the service management team into a proactive core capability who can drive the service improvements for NPS.
Senior executive level stake-holder management is required, in addition to managing relationships with clients, partners and all internal service groups.
Role Responsibilities- Lead the global network service management function, ensuring alignment with business goals and network strategy from LSEG.
- Develop and implement service management frameworks, processes, and policies to ensure consistent delivery of high-quality network services to internal and external customers.
- Oversee service performance, including SLOs, SLAs and customer satisfaction metrics, driving continuous improvement initiatives.
- Lead a distributed team of service management professionals, fostering a culture of accountability, collaboration, and innovation.
- Collaborate with network operations and other teams to ensure seamless delivery of end-to-end network services.
- Work closely with Cyber security team and internal/external teams as principal point of contact within NPS for Risk, Audit, Compliance related functions.
- Work with senior partners and business boards, regulators and client on risks, controls, regulatory compliance.
- Act as a key liaison between NPS and business units, ensuring effective communication of service capabilities, performance, and issues.
- Manage major incidents and problem management processes for NPS, driving root cause analysis and long-term resolutions.
- Oversee vendor and partner operational relationships to ensure optimal service delivery and cost management.
- Drive transformative projects to enhance service delivery, including automation and predictive analytics.
- Stay updated on industry trends, service management standard methodologies, and emerging technologies to continuously improve network service management.
Qualifications:
- Extensive experience in global service management for large-scale, complex network environments.
- Strong leadership skills with a track record of building and managing geographically distributed teams and drive organizational goals.
- Deep knowledge of ITIL frameworks and service management standard methodologies.
- Capacity to think critically, analyse complex situations, and develop long-term plans to improve service overall.
- Good communication and stake-holder management skills to effectively interact with stake-holders (to C-level), with a focus on delivering exceptional customer experiences.
- Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
- Proficiency in budgeting, cost control, and resource allocation to optimize services.
- Familiarity with advanced technologies such as AI, automation, and predictive analytics in network service management.
- Skill in managing and leading organizational change initiatives, including process improvements and technology implementations.
- Bachelor's degree or equivalent experience in Computer Science, Engineering, or related field; advanced degree preferred
ABOUT US:
LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. LSEG creates possibility across the financial markets, with a commitment to excellence in delivering the services customers expect, through dedicated, open-access partners.LSEG is a systemically important part of the global financial system. It is the UK's second largest financial services business by market capitalisation, and in the top 10 of the FTSE 100.
A major financial information provider, with extensive experience, deep knowledge, and worldwide presence across financial markets, LSEG enables businesses and economies around the world to fund innovation, manage risk and create jobs. LSEG has 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 its open-access model - LSEG provides the flexibility, stability and trust that enable their customers to pursue their ambitions with confidence and clarity.
LSEG is headquartered in London, with significant operations in 70 countries across EMEA, North America, Latin America, and Asia Pacific. The Group employs 26,000 people globally, more than half located in Asia Pacific. LSEG's ticker symbol is LSEG.
The core values of the business are integrity, partnership, excellence, and change.
OUR PURPOSE:
LSEG is critical to the global economy and is a high growth company with a recognised track record in innovation and disruption. The company has demonstrated its successful strategy as shown in its strong financial performance. Post the Refinitiv acquisition, LSEG has shifted from a period of integration to transformation.The Group is a proven innovator with its market leading strategic partnership with Microsoft enabling next-gen data, analytics and cloud infrastructure solutions. It is uniquely positioned to capture growth opportunities stemming from four key market trends: digitalisation, sustainability, capital optimisation and operational resilience.
LSEG operates across five divisions:
Data & Analytics: delivering data-driven insights, indices, and products to customers simply and flexibly so they can make better-informed decisions.
FTSE Russell: delivering category defining indices across asset classes and investment objectives to create new possibilities for the global investment community.
Risk Intelligence: providing a comprehensive suite of screening, due diligence, verification and onboarding solutions, helping customers protect their businesses from a wide range of threats.
Markets: supporting customers across the end-to-end capital markets workflow, providing them with access to liquidity across multiple asset classes and regions; supporting their clearing and reporting obligations; and providing risk and balance sheet solutions.
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 purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth.
Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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.
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