Job Description
Contractual SLA ManagerVendor Management is accountable for services and products delivered globally by Engineering Vendors and making sure that they perform against what is contracted!The Contractual SLA Manager’s responsibility is to:Ensure that the vendor delivers the services contracted to the Global Service Owners & Operational Leads within Engineering OperationsPerform a full SLA due diligence is performed for each of Engineering vendors that have Service LevelsEstablish effective TLT reporting and SLA management that will.Document in a central location the SLAs for all vendors and indicate where there are no SLAs, which gives Oprations Teams easy central access for reference during any incident.Understand and collect any regular SLA reports required centrally and supervise whether any SLAs are being breached by the Vendor, and if so, what action might need to be taken.Identify any service failures where credits are applicable from vendors and action.Other essential responsibilities include:Pre-ContractReview contract with the Vendor Manager’s to identify if there are any service levels are applicable.If applicable, extracted them on to the SLA management tool.Post-ContractSLA ManagementMonitor SLA performance for compliance with Contractual needs and requirements.Facilitating communication between the Engineering (Service Management) and Group Procurement team and its vendors to define and maintain the SLAs required for each business unit.Schedule and run weekly/monthly/quarterly governance meetings with Vendors and Engineering (Service Management) and Group Procurement teamDevelop and design reporting of service level performance to the senior leadership team.Generate regular reports and performance dashboards to provide transparency into service levels and identify areas for improvement.Track exceptions given by the business on SLA failure and report cost impactsTrack and review the Service Credits upon failures of critical SLA’sReport the Service Credits to the Cost Management and AP teams to process them furtherLSEG is a leading global financial markets infrastructure and data provider. We play a vital social and economic role in the world’s financial system. With our trusted expertise, global scale, and foundational financial and transaction services — data, analytics, risk, collateral and processing solutions, capital formation and trade execution — we enable the sustainable growth and stability of our customers and their communities.Required Skills 10+ years of IT experienceAdvanced Vendor SLA Management experience.Proficiency in ITIL and/or CIPS frameworkGlobal perspective with ability to act regionally and locallyPositive relationship building, communication and presentation skillsProven thought leadership in the areas of vendor management, governance and business processesExperience with vendor scorecardsAbility to prioritize multiple tasks optimallyStrong digital literacy; proficiency in reporting tools like Power BI, Excel and other automation toolsMust be self-motivated, multifaceted and able to work with minimal directionDesired SkillsProfessional experience in the region of Tech related SLA management.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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.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.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.
