Support Manager

ABOUT US:
 

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, handle risk and create jobs. It's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. 

LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG's ticker symbol is LSEG.
 

Our People:
 

People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.

We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives.  We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and exciting experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.

We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.

As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.

In this role, you will be joining our Service Excellence team within Application Operations, Corporate Technology (CT) as a Support Manager – Corporate Technology.

The Service Excellence team drive continuous operational service improvement for Corporate Technology and ensure we have clear understanding and action plans that allow us to meet and exceed our operational compliance, performance and governance requirements.

• Service Performance Reporting: The team provides CT with service metrics through the provisioning of PowerBI reporting. Our goal here is to ensure our performance is tracked in a significant way. 

• Service Level Management: We are the lead contact for LSEG central operations team and ensure Corp Tech SLAs are aligned to central standards. Any new central SLA requirements or changes are also handled by us and here we will discuss and negotiate with our central org on behalf of CT to ensure we have the right alignment. 

• Operational Risk and Compliance: We are the lead contact representing CT to our central Compliance and Risk teams. As part of our reporting we ensure our operational teams understand the requirements and have clear plan of action. 

• Incident and Problem Management: We have Service Managers aligned to each Capability area who proactively look at incident trend and help lead complex problem management cases which feeds into our Continuous Service Improvement plan. 

• Service Design: Focuses on developing our service support model to ensure our end to end operational processes are aligned to our SLA and business / capability service KPI's.
   

• Would have experience in Salesforce Applications Support and Management.

• Highly experienced in-Service Design, requirements, analysis, support models, service models definition 

• Great experience producing high quality designs for new or changed services, producing, and maintaining all design documentation

• Good experience with SLA documentation, contract management, updates, review 

• Broad experience in Project Management / Coordination roles 

• Service Level Management expertise 

• Risk Management experience 

• Expert level understanding and experience of end-to-end ITIL lifecycle.

• 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.

• Hands-On experience of working 10+ years on Salesforce Commerce & Sales cloud and managing a 24/7 support team.

• Hands-On experience working on Copado deployments, managing Hypercare.  

• 1 or more certifications (e.g., Administrator, Sales or Commerce cloud or Copado).

• Knowledge and experience with both Salesforce Classic and Lightning UI's.

• Experience integrating and maintaining salesforce with third-party systems.

• Knowledge and experience with both Salesforce Classic and Lightning UI's

• Knowledge of Salesforce platform standard and custom capabilities (e.g., standard, and custom fields, validation rules, formulas, page layouts and record pages, custom object and relationships, approvals, and security).

• Knowledge of Salesforce platform automation abilities and practical application of Process Builders, Flows, Visualforce, APEX programming, APIs, REST API's and Web Services.

• Experience conducting QA Tests on changes to deployment including managing multiple sandbox instances.

• Understanding of the SDLC and agile delivery methodology.

• Experience working with databases and data, performing data cleanup, and/or data manipulation and migration to and from

• Have stayed ahead of new SFDC features and functionality and have provided recommendations for process improvements.

• 5-7 Years of experience as Technical Operations Management.

• 5 Years of experience as Salesforce Commerce/Sales/Service cloud.

• Ability to provide Production support: 24/5 and On-call over the weekend.

• Point of escalation in event of a major incident.

• Professional qualification or equivalent.

• BS/MS degree in Computer Science, Software Engineering or STEM degree (Desirable).

• ITIL Service Design accreditation (Highly advantageous).

• Solid English reading/writing capability required.

• Strong communication & articulation skills.

• Curious about new technologies and tools, creative thinking and initiative taking.

• Relevant DevOps certifications will be beneficial.  

• Agile related certifications preferable  

• Deep technical understanding of development and systems / platform engineering

• Customer centricity.

• Strategic ability to define technical direction in the portfolio of products including technical strategies and plans and execution plans.

• Excellent communication skills.
   

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 organization 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.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, color, 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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.