Capital Markets Business Service Manager – London Stock Exchange Group

  • 2 months ago
  • Colombo

Job Information

Job Description

Role Profile

Department Description: GroupTechnology Services

Team Description: Capital MarketTechnology Solutions

Role Description

The Capital Markets Business ServiceManager is responsible of all the services provided by GTS to Capital MarketsClients (LSE, Turquoise, Borsa Italiana and EuroTLX) in particular he/she isresponsible for providing support to the CM business Clients and forcoordinating BSL service delivery actions to be taken to ensure that they meetClients business needs and IT service levels. He/she is responsible for theoverall CM Clients customer satisfaction.


Key Responsibilities

  • Enable and champion an IT service culture
  • Oversee development of CM services management processes in BSL and controls to ensure quality is maintained to meet business objectives
  • Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with CM services
  • Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of service management issues which arise in connection with the CM Services
  • Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to CM services to improve metrics
  • Co-ordinate/support BSL inter-process changes with process owners
  • Ensure alignment of products solutions to CM Clients and their business needs
  • Create and maintain the catalog of existing services offered by BSL to CM
  • Validate and control an appropriate SLM structure for the Service Delivery
  • Ensure appropriate OLAs/SLAs in place to support any new services
  • Analyse and review actual service performance against SLAs and OLAs
  • Provide regular reports (weekly, monthly and quarterly) on service performance and achievement to CM Clients
  • Oversee the production of the Monthly and Quarterly BSL Service Review reports 
  • Review SLA targets and metrics where necessary
  • Review OLA targets and metrics where necessary
  • Review third party underpinning agreements where necessary


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