Business Relationship Manager Business Relationship Manager …

Musedia Corporation
in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
Musedia Corporation
in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
Business Relationship Manager
Business Relationship Manager Greater Charlotte Area, United States/en-US/LSEG_Careers/job/Greater-Charlotte-Area-United-States/Business-Relationship-Manager_R-020750-1/apply

ISD - Business Relationship Manager

ISS Business Infrastructure Services

Career Level Manager

Team Profile

ISD Support Services is responsible for the engineering & operational support of technology across the End User & ISD platforms. The department is made up of the following teams:

  • Onsite Services Desktop support inc VIP & Tech Bars, Meeting Rooms and Audio-Visual Support inc Market Open
  • Collaboration Services Office 365, Exchange, Power BI and SharePoint
  • VDI Infrastructure ISD & Development VDI, Profile management and Application Packaging
  • Endpoint Services Desktop builds, Thin client Management, Mobility and Print
  • Voice Services Telephony services, Voice Recording, Audio/Video conferencing
  • ISD Application Services Shared functions Application Management and Desktop Application Management
  • Finance Infrastructure & Application support for the Group Finance systems

Role Description

Working within the ISS Business Infrastructure Services Function, the BRM role is responsible for providing the service management and overall governance for all ISS products and services, directly attributed to the ISD services technology functions

Act as the central contact point for all GTIS/ISS Service engagement, operational processes and escalations, working with the business to meet customer expectations in line with strategy

Responsible for owning the ISD Service Catalogue including the creation, maintenance and reporting of all associated services

Responsible for ensuring all services are delivered, measured and reported on within agreed service level agreements.

Accountable for managing the relationship between GTIS and the customer to which ISS delivers services to

Proactively running service improvement programmes to maintain customer service satisfaction.

Provide liaison between ISS and the customer, assisting with strategy, investment decisions and ongoing support/operating model requirements

Primary interface between the business CIO/CTO and the GTIS functions

This candidate will provide our colleagues with a best in-class service relationship to ensure they extract the best available service/efficiencies from GTIS

Key Responsibilities
  • Will take ownership of escalated issues and manage to successful conclusion, ensuring clear communication to teams and management.
  • Ownership of ISD Business Service Catalogue and maintenance ensuring consistency and accuracy.
  • Provide Monthly service reporting and dashboards/metrics pertaining to the services taken from GTIS
  • Manage customer key stakeholders and end user expectations, escalations
  • Ensure adherence across CSS to Group Incident, Problem & Change processes as well as all IT Control Frameworks
  • Responsibility for CSS Service Catalogue and underlying CMDB data
  • Define new and ensure current KPIs are measured and reported together with adherence to SLAs
  • Reduce operational risk and focus on resilience / stability
  • Ensure plans in-place to remediate identified audit actions
  • Attendance at Global CAB to ensure that infrastructure changes are well understood by all stakeholders
  • Member of the ISD Support Services Leadership team with responsibility to maintain agreed standards, IT Controls, Audit and Compliance interaction as requested
  • Track capacity planning & EOL / EOS across CSS
  • Partner with Product Support Teams & Group Service Desk to improve customer service
Key Behaviours
  • Service Excellence mindset
  • Excellent knowledge of ITIL processes and proven track record of implementation
  • Strong cost management experience with a proven track record of delivering productivity savings
  • Excellent people, organisational and time management skills.
  • Ability to work under pressure and to tight deadlines.
  • Ability to meet strict deadlines in a fast-paced environment.
  • Good communication/relationship building skill.
  • Ability to be flexible and adaptable to new and changing responsibilities.
  • Continuous improvement, training and development.
  • Willingness to learn and adapt knowledge base to different product areas/skills.
  • Management and motivational skills.
  • Flexibility with working hours (cross time zones).
  • Able to manage multiple stakeholders with potential conflicting views
  • Excellent written and oral skills, clear and concise, keeps manager informed of work progression at sensible intervals. Engage; manage vendors and third parties as appropriate.
  • Strong leadership and team building, hands on, can do attitude. Must be prepared to lead by example to drive delivery
  • Ensures their skills and knowledge are up to date. Welcomes opportunities to learn.
  • Ability to set, agree and evaluate clear objectives, identify potential impact of changes.
  • Influence IT areas and Senior Managers into making successful IT decisions.
  • Develop logical, realistic plan to meet required objectives. Continually seeks to make the area in which they work more efficient and effective.
  • Strives to build positive working relationships, inside & outside own team. Treats all colleagues with respect and encourages colleagues to work effectively together. Willing to take on additional work to help others.

People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence are at the core of our culture. We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.

A career with London Stock Exchange Group offers you the opportunity to be at the centre of the financial community. As well as competitive salaries and a range of attractive benefits, we maximise each employees potential through personal development plans, training, coaching and mentoring.

Please take a moment to read this carefully, as it describes what personal information the London Stock Exchange Group (We) may hold about you, what its used for, and how its obtained. If you would like this information to be removed from the London Stock Exchange Group HR database, please either submit a deletion request through the Account Settings menu in your account or contact for assistance.

Posted YesterdayFull timeR-020750

London Stock Exchange Group (LSE.L) is a diversified international market infrastructure and capital markets business sitting at the heart of the world's financial community. The Group can trace its history back to 1698.

The Group operates a broad range of international equity, bond and derivatives markets, including London Stock Exchange; Borsa Italiana; MTS, Europe's leading fixed income market; and Turquoise, a pan-European equities MTF. It is also home to one of the worlds leading growth markets for SMEs, AIM. Through its platforms, the Group offers international business and investors unrivalled access to Europe's capital markets.

Post trade and risk management services are a significant part of the Groups business operations. In addition to majority ownership of multi-asset global CCP operator, LCH Group, LSEG operates CC&G, the Italian clearing house; Monte Titoli, the T2S-ready European settlement business; and globeSettle, the Groups newly established CSD based in Luxembourg.

The Group is a global leader in indexing and analytic solutions. FTSE Russell offers thousands of indexes that measure and benchmark markets around the world.  The Group also provides customers with an extensive range of real time and reference data products, including SEDOL, UnaVista, and RNS.

London Stock Exchange Group is a leading developer of high performance trading platforms and capital markets software for customers around the world. In addition to the Groups own markets, over 35 other organisations and exchanges use the Groups MillenniumIT trading, surveillance and post trade technology.

Headquartered in London, with significant operations in North America, Italy, France and Sri Lanka, the Group employs approximately 4,700 people.

EEO Commitment

London Stock Exchange Group is an equal opportunity employer that evaluates qualified job applicants, and makes decisions with respect to all aspects of employment, without regard to race, religion, color, sex, national origin, disability, veteran status, gender identity, sexual orientation or any other characteristic protected by applicable law.

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