Location
Paternoster Square, London

Hours
Full Time

Salary
Negotiable

About the Role
The Risk Intelligence Service Manager role is part of the Service Management group within the Technology Operations function at Refinitiv, a division of London Stock Exchange Group (LSEG). This position provides operational end-to-end service ownership and support, managing incident, problem, and change management processes. The Service Manager is accountable for service management throughout the service lifecycle, focusing on customer experience and ensuring providers meet agreed service levels. The role champions continuous service improvement and requires leadership in mobilising resources in a matrix environment, managing expectations, and gaining sponsorship from business, technology, and senior leadership teams.

Key responsibilities include incident management with 24x7 availability for major incidents, driving incident mitigation and service recovery, and clear communication with senior leadership. The role also involves change and release management, including risk review and prioritisation, problem management through proactive risk assessment and root cause analysis, capacity and availability management, continuity management with planning and testing of resilience measures, and leading continuous service improvement initiatives. Additionally, the manager provides risk management advice, maintains the Service Availability Risk Register, ensures governance and compliance alignment, and manages stakeholder relationships including third-party service providers.

LSEG is a global financial markets infrastructure and data business with a 300-year history, operating in 70 countries and employing 25,000 people worldwide. The organisation values innovation, quality, diversity, and inclusion, offering a collaborative and creative culture with opportunities for personal and professional growth.

Experience
2-5 years of relevant technology domain experience, ideally across a range of technologies with background in supporting trading, analytics, risk, and data services. Proven leadership skills in mobilising resources within a matrix environment. Experience in service ownership aligned with customer propositions and products.

About you
Strong communicator capable of inspiring trust and managing expectations across business, technology, and senior leadership teams. Proactive and reactive problem solver with a focus on continuous service improvement. Ability to work effectively under pressure, including availability for major incident management. Collaborative mindset with the ability to manage stakeholder relationships and third-party service providers.

Qualifications
Relevant qualifications or certifications in service management, ITIL, or related fields are desirable but not explicitly required. A commitment to maintaining governance, compliance, and risk management standards is essential.