Service Manager, Cloud Site Reliability Engineering

Backed by three hundred years of experience, innovative technologies, and a team of over 23,000 people in 70 countries, our purpose is driving financial stability, empowering economies, and enabling customers to create sustainable growth.

We are enhancing our Cloud Site Reliability Engineering team to transcend traditional support and operational roles. As a Service Manager, you will be an integral part of a diverse and inclusive organization, assuming comprehensive responsibility for the reliability, scalability, availability, and the performance of LSEG Cloud platforms and products.

In this role, you will join our Cloud SRE team within Cloud & Productivity Engineering as a Cloud Service Manager, playing a pivotal role in ensuring the seamless operation of our cloud platforms & products.

This team is dedicated to applying advanced software engineering practices to IT operations tasks, aiming to maintain and enhance the reliability, availability, scalability, and performance of Cloud platform and products.

You will lead and be at the forefront of integrating these practices to optimize our systems. You will ensure the effective implementation of ITSM processes, driving improvement initiatives, and upholding the highest standards of service delivery. This includes being responsible for incident, management, and problem management processes to minimize disruptions and enhance service quality.

You will collaborate closely with the central SM function and the SRE team to ensure operational efficiency, customer satisfaction, and strict alignment to Service Level Agreements (SLAs), Key Performance Indicators, and Service Level Objectives (SLOs). This involves regular monitoring, reporting, and analysis to identify areas for improvement and ensure targets are met. You will foster a customer centric mentality, ensuring high levels satisfaction and user experience. This includes engaging with customers to understand their needs, addressing their concerns promptly, and ensuring that our services consistently meet or exceed their expectations.

Additionally, this role will be accountable for developing and maintaining documentation, providing training and support to team members, and staying abreast of the latest industry trends and standards to continuously enhance our service management capabilities.

• Proven 5+ years' experience in a managerial role within a Cloud Platform or IT Service Management function.
• 5+ years Technology Operations Management
• ITIL Certification (v4 preferred)
• Experience in Service Availability, Continuity and Disaster Recovery processes
• Experience managing and leading ITSM Processes such as Incident, Change, Problem and Request.
• Solid knowledge and understanding of Service Asset and Configuration Management (SACM) processes
• Experience maintaining Service Levels documents (Agreements, Objectives, etc.)
• Strong customer service orientation and experience managing developers and customer expectations.
• In-depth knowledge of cloud infrastructure and related technologies.
• Demonstrable ability to drive continuous service improvement, manage change effectively and conducting post-incident reviews.
• Understanding of Agile principles, ceremonies and practices.
• Demonstrable experience in leading and managing technical teams, ability to work effectively with different teams, including development, operations, and security.
• Drive proactive actions and thinking.
• Excellent problem-solving and analytical skills.
• Effective communication and documentation skills.

• Proficiency in cloud services such as AWS, Azure, or Google Cloud.
• Power BI skills and ServiceNow reporting are a plus
• Solid project management skills, including planning, execution, and monitoring.
• Experience in handling customer relationships and ensuring customer satisfaction.
• Champion to continuous learning and improvement.
• Ability to think strategically and align cloud services with business goals.

Education and Professional Skills

• BS/MS degree in Computer Science, Software Engineering or related STEM degree.

Optional but beneficial:

• Cloud Certifications: Certifications from cloud providers (e.g., AWS Certified Solutions Architect, Google Cloud Professional Cloud Architect).
• Project Management Certifications: Certifications such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library).

• Accountable and responsible for maintaining all ITSM processes, including incident, problem, request and change.
• Conduct Incident and Problem post-mortem exercises, documenting lessons learned and follow-up preventative actions.
• Champion continuous improvement initiatives to enhance service delivery and operational efficiency.
• Own, develop and maintain comprehensive reporting mechanisms for service performance, including SLAs, SLOs and other performance indicators.
• Foster a customer-centric approach to ensure high levels of customer satisfaction and positive Experience Levels (XLAs).
• Report and communicate service performance to business, technology leaders and internal customers.
• Ensure end-user documentation is accurate, accessible, and user-friendly.
• Maintain the relationship and service levels of Cloud Service providers (including Monthly Business Reviews)
• Ensure compliance to technology and security policies within the Public Cloud infrastructure (DR, SACM, Security, Policies, etc.)
• Advise on service operability requirements related to service resilience investment to meet agreed levels.
• Advise on change best practices on Public Cloud environments, such as risk mitigation, roll back and planning.

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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