Infrastructure Service Manager

Role Purpose:

At LSEG, we consider on providing opportunities equally as priority, we strive to establish teams that are diverse and encourage coordinated working and sharing of ideas!

At LSEG Bangkok, 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).  This role:

• 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

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.  
• Owns 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 manages 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 consistent governance globally.

• 10+ years working in global technology service based organization
• Experience of working in a global 24/7 network or infrastructure service operations
• ITIL Certification (ideally ITIL 4) with demonstrable application on large 24 x7 global organisation
• Passionate in leading continuous improvement and has knowledge on continuous improvement methodologies.
• Demonstrated ability to influence and hold others accountable for service quality – more senior people in the organization and business partners.
• Not only can lead initiatives in own areas, can also help wider organization
• 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.

Certifications (Preferred):

• 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.

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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