Service Operations Manager

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LSEG is undertaking an ambitious programme to digitise our enterprise Global Business Services on the ServiceNow platform.  We are transforming our existing ServiceNow product families (ITSM, HRSD, ITOM,SPM,HAM) and internally developed platform applications, and digitising other enterprise workflows onto the Enterprise Service Management Platform (ServiceNow).

Reporting to the Senior Manager, Enterprise Service Management (ESM) Platform - ServiceNow, The Service Operations Manager (ServiceNow) is responsible for the stability, performance, and operational support of the ServiceNow platform. This role requires strong technical expertise in ServiceNow, experience managing P1 incidents and communications, and a focus on platform efficiency through innovation and automation. The candidate will lead a team of admins, manage stakeholder communications, and ensure continuous improvement in platform operations and service delivery.

Key Responsibilities:

• Lead day-to-day ServiceNow operations, ensuring platform performance, availability, and adherence to SLAs and KPIs.
• Manage and resolve high-priority incidents (P1s), acting as the single point of accountability during major issues and outages.
• Lead communication during P1s - keeping leadership, stakeholders, and impacted teams informed with timely and clear updates.
• Act as the primary escalation point for operational issues, high-impact incidents, and stakeholder concerns.
• Own and drive root cause analysis and permanent resolutions for recurring incidents.
• Lead, mentor, and manage a team of ServiceNow admins supporting BAU and enhancement work.
• Coordinate with business stakeholders, platform teams, and third-party partners to ensure effective delivery and platform alignment.
• Handle escalations and ensure proper follow-up, documentation, and stakeholder satisfaction.
• Conduct monthly service performance reviews, reporting BAU team performance and operational health to leadership.
• Drive automation and platform optimization initiatives to reduce manual effort and ticket volumes.
• Create and maintain real-time API-driven dashboards and operational reports to monitor key performance indicators.
• Provide meaningful insights to leadership using Performance Analytics and custom reporting.

Required Skills & Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field.
• 8+ years of experience in IT Service Management or Operations, with at least 4 years managing ServiceNow operations.
• Strong ServiceNow platform knowledge across ITSM, CMDB, and at least one additional module (ITOM, HRSD, SPM, etc.).
• Demonstrated experience managing incidents, problems, and changes in a global environment.
• Excellent communication and stakeholder management, especially under pressure (e.g., during P1 incidents).
• Experience with monitoring tools, alerting workflows, and proactive performance tuning.
• Ability to manage competing priorities and deliver under pressure.
• Strong analytical, decision-making, and problem-solving abilities.
• Experience working with third-party vendors, integrators, and auditors.
• Knowledge of ITIL best practices.

Certifications:

• ITIL Foundation Certification (v3 or v4) – Required.
• ServiceNow Certified System Administrator (CSA) – Required.
• ServiceNow Certified Application Developer – Preferred
• ServiceNow Certified Implementation Specialist (ITSM) – Preferred

Key Relationships

• Development Lead
• Business Operations Lead
• Release Manager
• ServiceNow Developers
• Agile Delivery Managers / Scrum Masters
• Product Owners
• Business Analysts

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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