Senior Specialist, Service Management

REFINITIV ASIA PTE. LTD.; Singapore; Hybrid; SGD 90,000 - 120,000; Full time

Job summary

A leading technology firm in Singapore is seeking an experienced Senior Specialist in Service Management to ensure high-quality service delivery across IT functions. The successful candidate will manage incident responses, drive improvements, and enhance customer experiences. Candidates must possess extensive experience in IT service management, strong communication skills, and a solid technical background.

Qualifications

• 8+ years’ experience in IT or technology support role, with 5+ years in Service Management.
• Proven track record with ITIL V4 and COBIT framework adherence.
• Excellent communication skills, particularly in summarizing complex issues.

Responsibilities

• Manage high-priority incident response and communication.
• Drive continuous improvements across partners and suppliers.
• Report and analyze service performance metrics.

Skills

Communication skills

Incident Management

Technical insight

Continuous Improvement

Collaboration

Tools

PowerBI

PowerPoint

Excel

ServiceNow

Job description

LSEG is a global multibillion-dollar information technology enterprise providing critical data to the finance sector and beyond. It provides data, analytics, trading and risk assessment tools that help companies trade smarter and faster, navigate regulatory challenges effectively, assure compliance with confidence, and expand their operations intelligently on a global scale.

The Service Management function in LSEG is responsible for the overall governance of respective products and services attributed to the supported technology functions. It plays a key role in overseeing day-to-day operations and initiating improvements to enhance the customer experience.

The Senior Specialist, Service Management in IT Service Management (ITSM) ensures consistent, high-quality service delivery to all customers by overseeing the efficiency and effectiveness of all ITSM functions, including—but not limited to—Change Management, Incident Management, Problem Management, and Service Continuity. This role involves close interaction with Customer Operations and Account teams to gather feedback and drive continuous improvement. By collaborating with regional counterparts, the role produces formal service reports and analyses trends and risks. They address performance issues proactively to uphold service excellence. Success in this role requires exceptional communication skills, a strong technical background, and the ability to build trust and respect in relationships with both customers and vendors.

LSEG is applying hybrid workstyles. Time in the office for team connectivity, learning and development is agreed with the people leader.

The role will have the following responsibilities:

• Provide a point of escalation and leadership for high-priority incidents follow-the-sun.
• Facilitate efficient Incident Management process and ensuring timely and formal communication with customers and internal partners for high-priority incidents.
• Manage strategic partners and other internal and external suppliers contracted to deliver the service.
• Champion continuous improvements across all partners and suppliers.
• Define, report and track service quality metrics.
• Ensure a seamless transition to Problem Management while maintaining comprehensive oversight.
• Analyse performance metrics to prepare and present service performance reports to frontline Sales & Account Management and Service Escalations teams for their customer engagement.
• Collaborate with Capacity Management function.
• Instigate and drive service improvement initiatives.
• Ensure effective operation of the Change Management process including risk assessment, approval and sign off.
• Ensure efficient use of Change Management tools in line with global processes.
• Collaborate with relevant teams to keep SLA/SLO accuracy.
• Ensure process alignment with the ITIL and COBIT frameworks.
• Assist frontline Sales & Account Management and Customer Services teams providing technical insight on high-profile (high priority) incidents.
• Ensure effective interfaces between all supplier groups.
• Collaborate and contribute with the overall success of all ITSM-related functions (Incident, Problem and Change Management, Service Governance, Service Continuity and the Technical Operations Centre)

Qualifications:

• Vital financial industry experience and associated number of years of experience in a similar role.
• 8+ years’ experience in an IT or technology support role. With 5+ years of Service Management experience.
• ITIL V4 and COBIT framework adherence proven track record.
• Solid experience collaborating with Incident Management to write and socialize executive-level Incident Reports.
• Champion development and use of automation practices and effective use of dashboards to track metrics and find opportunities to improve service delivery.
• Procurement and Vendor Management engagement experience.
• Solid interpersonal skills and comfortable interacting with partners at both infrastructure and application levels. Must be willing to step up and drive major incidents involving production environments with a strong sense of urgency.
• Excellent communication skills. Exceptional verbal, written and listening skills are essential to exert influence within the organization and with partners and supplier. A specific skill is the ability to summarize and communicate complex technical issues concisely to senior internal partners and customers
• Good report building and presentation skills (PowerBI, PowerPoint, Excel, ServiceNow)
• Good in Resource Planning, Forecasting and Continuous Improvement (Solid grasp of Project Management tooling. Gantt, Kanban, Agile Framework (scrum), Kaizen, et cetera)

As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. We are proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.