Risk Intelligence Service Manager
- Source: Workday
- London Stock Exchange
- On-site
- London
- Full-Time
- Senior
Job Description
- The Service Management group resides within the Technology Operations function within Refinitiv. It provides operational end-to-end service ownership and support, and manages incident, problem and change management processes
- The Service Manager (SM) is accountable for service management throughout the service lifecycle and for providing expert input into incident resolution, problem management and change planning
- They will focus on the customer experience, ensuring that providers and capabilities meet agreed levels. They will also champion a culture of continuous service improvement
- Provide leadership and driving pro-active and re-active mobilisation of resources in a matrix environment
- Inspire trust, manage expectations, and gain sponsorship with business, technology and senior leadership teams
- Service ownership in alignment with customer propositions and products
- Report and communicate service performance to business, technology leaders and internal / external customers
- Write and/or approve customer service statements.
Manage relationships and performance of one or more third-parties that provide service to Refinitiv - Problem Management:
- Proactively assess trend and risks to identify problem areas
- Work with virtual teams to drive problem remediation and preventative actions
- Ensure root cause analysis is performed by appropriate teams
- Capacity Management:
- Ensure appropriate levels of capacity management (tactical and strategic) are in place
- Sponsor remediation activities, ensuring momentum is maintained
- Availability Management:
- Advise on service operability requirements related to service resilience investment
- Ensure appropriate availability measures are set, analyse data and report against targets
- Provide recommendations and sponsorship of availability improvements
- Continuity Management:
- Contribute to service policy and governance for standard recovery and technical best practices
- Planning, testing and execution of regular continuity and resilience tests
- Validating that design meets business and compliance requirements
- Continuous Service Improvement:
- Lead discussions surrounding Continuous Service Improvement
- Create and maintain a Service Improvement Plan for key services
- Constantly update and manage a pipeline of CSI activities
- Risk Management:
- Provide clear advice to decision makers in technical and business teams on the appropriate course of action to manage service risk
- Ensure good levels of risk assessment are taking place before key decisions are made
- Manage the Service Availability Risk Register for assigned services and ensure agreed actions are tracked and focus is maintained to close risks
- Governance and Compliance:
- Ensure alignment to technology and security policies
- Engage in governance process discussions and provide feedback on improvements
- Stakeholder Management:
- Write and/or approve customer service statements
- Manage relationships and performance of one or more third-parties that provide service to Refinitiv- 2-5 years relevant technology domain experience, ideally across a range of technologies with some background in supporting trading, analytics, risk and data services
Skills
- workday
