Senior Service Manager, Network Products and Services
London Stock Exchange Group
- București
- Permanent
- Full-time
- Provide governance and guidance to deliver world class network products and services in-line with industry standards, best practices, 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
- 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 KPIs 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 change management process and deliverables to proactively prevents service disruptions through analysis of changes adhering to change management 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.
- Acts as escalation path to network vendor performance and drives for improvement systematically when there is trend.
- On top of the individual SM role, can lead a virtual 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 collaborators.
- Not only can lead initiatives in own areas, can also help wider organization
- 25 days' holiday per year
- 1 additional day off for your Birthday
- Annual wellness allowance
- Share Purchase Plan
- Medical Health Insurance
- Medical Subscription (preventive medical services)
- Dental Coverage
- Life insurance
- Pillar 3 Private Pension
- Meal Vouchers
- Flexible Benefits
- Bookster
- Volunteering Events
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