Network Service Manager

About the role

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, handle risk and create jobs. It's how we've 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 our open-access model - we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity. LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG's ticker symbol is LSEG. Our People: People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential. We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and exciting experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential. We know that real personal growth cannot be achieved by simply climbing a career ladder - which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise. As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with significant careers. Role Summary Provide governance and guidance to deliver world class network products and services in-line with industry standards, and internal process/procedures with an emphasis on risk-based approaches. Participates and provides 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. Defines the Service Level Objectives (SLO) and Service Level Indicators (SLI) and demonstrates the state of network products and services through metrics and reporting to leadership. Acts as the driver for continuous improvement of NPS products and services undefined. This role is ideal for professionals passionate about technology leadership, network innovation, and delivering seamless connectivity in a dynamic environment.

Responsibilities

• Works closely with product managers of NPS to define SLI/SLI.
• Works closely with the service owner of the network products and services to make sure we deliver to agreed SLO/CLI.
• Works closely with business partners and product managers to make sure the demands from business can be supported on time with quality following proper prioritization calls.
• Is responsible for the service reports and service review meetings for network products and services, proactively tracks the critical metrics of network services and provides insight on improvement opportunities, leads/drives the Service Improvement Plan (SIP) in a systematic approach.
• Governs the process used by NPS and make sure the team is complaint to process, and introduces 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 for systematic improvement on how we handle incidents/problems.
• Provides oversight to the network ITSM process and results to proactively prevents service disruptions through analysis of changes adhering to ITSM principles and process.
• Proactively tracks and maintains a service risk catalog with continual updates provided to leadership, while working with business partners to clearly highlight the risk profile as it relates to business decisions.
• Tracks audit results and issues exposed in OpsRes and TechRes discussion and provide inputs to product manager, product owner, service owner to resolve the potential issues in a timely manner.
• Defines and leads the vendor operational performance indicators and holds vendors accountable through proper engagement and governance.
• Manages network vendor performance and drives for improvement systematically when there is trend.
• On top of the individual SM role, can lead a team of SMs to provide con

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