Senior Manager – Global Service Assurance

Overview

The Senior Manager – Global Service Assurance leads a 24x7 operations team responsible for monitoring and supporting LSEG’s global customer infrastructure. This role oversees service delivery, operational performance, incident and problem management, and continuous improvement across people, processes, and technology.

You will manage senior specialists, and team leads, drive operational excellence, and partner closely with cross‑functional teams to ensure resilient and customer‑focused service. Strong technical depth, leadership experience, and the ability to run high‑availability environments are essential.

Team Overview

Service Assurance (SA) monitors real‑time infrastructure across 15,000+ devices and 4,000 customer sites in 70 countries. The team identifies and resolves customer‑impacting issues and works closely with product support, engineering, and external vendors.

Primary Responsibilities

Strategic & Operational Leadership

• Lead the multi‑tier SA organization across 24x7 global operations including managing shift operations across Asia, EMEA, and Americas.

  
  
  

• Define operational strategy, KPIs, and performance measures to improve service reliability.

  
  
  

• Ensure strong governance across SLAs, incident response, escalation handling, and service quality.

  
  
  

Incident, Problem & Escalation Management

• Serve as senior escalation point for high‑impact technical incidents.

  
  
  

• Drive effective incident isolation, cross‑team coordination, and communication.

  
  
  

• Oversee RCA, problem management, and long‑term corrective actions.

  
  
  

People Leadership & Team Development

• Manage and develop Team Leads and Senior Specialists; foster a high‑performance culture.

  
  
  

• Lead hiring, capability development, workforce planning, and succession management.

  
  
  

• Promote knowledge‑sharing and continuous technical development.

  
  
  

Cross‑Functional Collaboration

• Partner with Engineering, Customer Support ,Network Operations, and Product teams.

  
  
  

• Manage vendor relationships (e.g., Telco partners) and ensure issue resolution.

  
  
  

• Represent SA in operational reviews and customer escalations.

  
  
  

Process, Tools & Innovation

• Drive automation, workflow efficiency, and monitoring enhancements.

  
  
  

• Champion global support standards and documentation consistency.

  
  
  

• Lead SA contributions to major programs (tooling changes, modernization initiatives).

  
  
  

Experience & Skills

• Extensive experience in service assurance, network operations, or infrastructure support.

  
  
  

• Proven leadership of multi‑layered technical teams.

  
  
  

• Strong knowledge of networking (Cisco, Juniper, TCP/IP) and real‑time/low‑latency systems.

  
  
  

• Expertise in incident management, escalation handling, and operational governance.

  
  
  

• Clear communication skills with both technical and non‑technical audiences.

  
  
  

Leadership Behaviors

• Strong ownership and customer‑focused mindset.

  
  
  

• Advocates for innovation, continuous improvement, and operational excellence.

  
  
  

• Builds a collaborative, accountable, and high‑growth team culture.

  
  
  

Additional Requirements

• Flexibility to support global operations and occasional off‑hours escalations.

  
  
  

Preferred Qualifications

• Experience with Refinitiv/LSEG real‑time products.

  
  
  

• Background in enterprise‑scale monitoring and automation tools.

  
  
  

• Strong customer service background supporting complex, global environments.

  
  
  

Career Stage:

London Stock Exchange Group (LSEG) Information:

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.