Head of Service Management, Nps

Position Summary

The Head of Service Management is a strategic leadership role responsible for ensuring the delivery of high-quality network services that meet the organization's business needs. Working with the Head of Network Products and Services (NPS), this role will oversee service management processes, lead a distributed team, and drive transformative initiatives to enhance customer satisfaction, service reliability, and operational excellence. This role will work with counterparts across Infrastructure & Cloud (I&C) and other parts of LSEG to ensure standard processes are established and followed.

LSEG runs one of the world’s largest networks globally, comprising of low latency high frequency trading systems, real time market data distribution and over 100 points of presence 24/7. Operational resiliency and stability are core given the systemic importance of this critical national infrastructure.

We are seeking a Senior Technology Leader to lead the service management capabilities across 4 product lines in NPS: LAN connectivity, WAN& Edge connectivity, Market & Customer Connectivity and Application Network Connectivity. This is a critically important role as the team supports all business divisions for the group.

We need a motivational leader who will be transforming the service management team into a proactive core capability who can drive the service improvements for NPS.

Senior executive level stake-holder management is required, in addition to managing relationships with clients, partners and all internal service groups.

Role Responsibilities
- Lead the global network service management function, ensuring alignment with business goals and network strategy from LSEG.
- Develop and implement service management frameworks, processes, and policies to ensure consistent delivery of high-quality network services to internal and external customers.
- Oversee service performance, including SLOs, SLAs and customer satisfaction metrics, driving continuous improvement initiatives.
- Lead a distributed team of service management professionals, fostering a culture of accountability, collaboration, and innovation.
- Collaborate with network operations and other teams to ensure seamless delivery of end-to-end network services.
- Work closely with Cyber security team and internal/external teams as principal point of contact within NPS for Risk, Audit, Compliance related functions.
- Work with senior partners and business boards, regulators and client on risks, controls, regulatory compliance.
- Act as a key liaison between NPS and business units, ensuring effective communication of service capabilities, performance, and issues.
- Manage major incidents and problem management processes for NPS, driving root cause analysis and long-term resolutions.
- Oversee vendor and partner operational relationships to ensure optimal service delivery and cost management.
- Drive transformative projects to enhance service delivery, including automation and predictive analytics.
- Stay updated on industry trends, service management standard methodologies, and emerging technologies to continuously improve network service management.

Qualifications:

- Extensive experience in global service management for large-scale, complex network environments.
- Strong leadership skills with a track record of building and managing geographically distributed teams and drive organizational goals.
- Deep knowledge of ITIL frameworks and service management standard methodologies.
- Capacity to think critically, analyse complex situations, and develop long-term plans to improve service overall.
- Good communication and stake-holder management skills to effectively interact with stake-holders (to C-level), with a focus on delivering exceptional customer experiences.
- Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
- Proficiency in budgeting, cost control, and resource allocation to optimize services.
- Familiarity with advanced technologies such as AI, automation, and predictive analytics in network service management.
- Skill in managing and leading organizational change initiatives, including process improvements and technology implementations.
- Bachelor’s degree or equivalent experience in Computer Science, Engineering, or related field; advanced degree preferred

ABOUT US:
LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. LSEG creates possibility across the financial markets, with a commitment to excellence in delivering the services customers expect, through dedicated, open-access partners. LSEG is a systemically important part of the global financial system. It is the UK’s second largest financial services business by market capitalisation, and in the top 10 of the FTSE 100.

A major financial information provider, with extensive experience, deep knowledge, and worldwide presence across financial markets, LSEG enables busi