Risk Intelligence Service Manager

Who you are

• 2-5 years relevant technology domain experience, ideally across a range of technologies with some background in supporting trading, analytics, risk and data services

What the job involves

• 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