Service Performance Manager

London Stock Exchange Group ,
London, Greater London
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Job Description

Service Performance Manager, Senior Manager (ITSM) Role Profile Department Description Group IT Service Management, Infrastructure Shared Services Team Description Service Performance Role Description Reporting to the Group Head of IT Service Management, the Service Performance Manager is a new role tasked with building a new team to provide process capability CSI, Service Level, Capacity and Availability Management. Starting with Service Level and Performance Metrics you will build a team that defines, reports and measures Service Performance ensuring that service resilience is at the heart of what we do. Over time you will expand the team to cover CSI, Capacity and Availability Management process ownership and governance. Key Responsibilities * Build a comprehensive set of performance measures that provide clear management information on how we are performing and highlights areas for improvements * Create, own and manage process for CSI, Service Level/Performance, Capacity and Availability * Report on and drive service improvement objectives that protect the performance and stability of production services * Lead a geographically diverse team providing the following functions; * CSI * Service Level Management * Capacity Management * Availability Management Other activities * Working closely with each service area to create the CSI objectives, supporting them with the improvement intiaitives * Supporting the Group Head of IT Service Management with other activities and intiatives Key behaviours and skills required to be successful in the role: * 5 years plus in a leadership role for Service Management * 5 years plus in technology operations * ServiceNow experience (preferred in ITSM Pro), Crystal Reports, Power BI and other reporting tools * Enterprise experince in IT Service Management Processes and governance * Enterprise experince in ITSM tools * Ability to create and execute ITSM strategy * Problem solving and innovation * Stakeholder engagement * ITIL certified to V3 Expert or V4 Managing Professional * Ability to communicate in an open and effective manner both written and verbal * Flexibility to continually work under changing and different work scenarios. * Ability or prioritise workload to manage agreed objectives. * Strong team player with the ability to lead or maintain high team morale. * Ability to meet deadlines while working under pressure. * Ability to promptly identify and escalate issues, which may affect the delivery or quality of agreed objectives. * Pay high attention to detail and quality across all activities. * Willingness and ability to challenge stakeholders to better understand their needs. * Experience and knowledge of large scale, global IT organisations * Experience in large investment banking or financial services organisations * Knowledge of risk management and associated standards * * Matrix management skills across technology towers to lead service performance improvements Excellent written and verbal communication skills at all levels * 3rd party Vendor management * Encouraging a culture of urgency, enabling our business to make change with the right governance and assurance * Excellent written communication skills. Must be able to draft accurate and concise reports, up to Executive Committee level, quickly and efficiently. * Excellent verbal communication skills. Ability to summarise often complex scenarios into a format that can be efficiently conveyed and easily understood by technical and non-technical people alike. * Assertiveness: Must be able to step in and speak up to control change conflicts. This includes ability to advocate a position when challenged and not allow strong characters to adversly influence poor execution of change practise. * Highly organised: Ability to track multiple activities, ensuring essential deadlines are met, including communication updates, escalation trigger points and business milestones. 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. Please take a moment to read this privacy notice carefully, as it describes what personal information the London Stock Exchange Group ("We") may hold about you, what it's used for, and how it

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