Job Description

LSEG is undertaking an ambitious programme to digitise our enterprise Global Business Services on the ServiceNow platform. We are redefining our existing ServiceNow product families (ITSM, HRSD, ITBM) and internally developed platform applications, and digitising other enterprise workflows onto the Enterprise Service Management Platform (ServiceNow).Role summaryReporting to the Transition Lead of the Enterprise Service Management (ESM) Platform, the Release Manager, ESM Platform is the key role for ensuring we deliver high quality services to our customers via the ServiceNow platform. The role is responsible for scheduling, planning, and coordinating releases delivering outstanding service experiences to our colleagues and customers and is pivotal in supporting our vision for a fully digitised London Stock Exchange Group.The role provides a key intersect between the Operations and the Development functions on the ESM Platform. The role involves co-ordinating with different ESM Platform development team, stakeholders, project teams to generate release schedules to facilitate a streamlined release process.The role provides a compelling opportunity to join a growing team in a multifaceted, global technology company. The successful candidate will have the opportunity in the future to progress into more senior roles within the team and company.Candidate profilesWe are seeking an experienced and highly organized release manager who has a Strong background in planning, coordination, and execution of the releases in dynamic and fast paced environment with key attention to detail.They will have validated experience in release management, risk management and IT Service Management skills, to deliver consistently across different teams. They will be an exceptional communicator who is capable and comfortable interacting with senior collaborators.They will be a motivated, proactive professional who cares deeply about delivering performance excellence in all aspects of their work, have a passion for continuous improvement, and they will enjoy working in a high-velocity delivery environment. They will be motivated by a passion for leading and developing their teams through coaching and empowerment to complete with continually improving excellence. They will have a passion for the continued pursuit of knowledge and personal growth.They will be of the highest personal and professional integrity, and willing to adopt things we value.Key accountabilities and responsibilities of the role:Governance

• Define, document & maintain CoE Release Management Policy process & Procedure, in conjunction with the collaborators and publish to the KMS.
• Create and monitor Process critical metrics to lead the effectiveness of the Release Process.
• Provide reports and status updates on Release Management activities, as agreed with the Customer. Schedule, run, and report upon meetings, and will produce meeting documentation (Minutes, RAID Logs etc.).

Planning & Co-ordination

• Develop & maintain a release calendar with all planned release, maintenance window and other key date from the customers.
• Co-ordinate release activities with collaborators, ensuring all the teams are aligned and aware of upcoming releases.
• Coordinate with the development teams & Deployment team to document a Release Plan for each Release or Release Cycle and publish to the KMS.
• Create an outline high level plan of the process to move from UAT completion through to deployment, to include sign off milestones, and dry run dates & cutover points (where applicable).
• For major releases/upgrades Create, publish, and distribute a detailed Release Plan showing dates, resources, and tasks for each of the stages (e.g., tasks and resources for customer communications, dry runs, technical Go-Lives, User Go-Lives & post-Release validation activities (where each may be applicable).

Risk Management

• Identify potential risks related to releases and develop mitigation plans.
• Monitor and Run release related risks throughout the release cycle.

Release Quality Assurance

• Run the tasks in the Release Plan in conjunction with respective development teams and be accountable for successful execution.
• Verify that release meet quality standards and requirement before the deployment
• Ensure that comprehensive testing is conducted to the quality standards set out by the customer and development teams.

Communications

• Co-author the Release communications in conjunctions with the Customer & development teams.
• Work with the customer to produce collaborator communication collateral where required e.g., Newsletter content.
• Facilitate Clear communications among the collaborators, Providing regular updates on release status.

Deployment & Implementation

• Oversee the execution of release plan, ensuring the activities are completed.
• Raise Organisational Change Requests in the ITSM Platform support and represent Changes at CAB the Governance Forums and be accountable for obtaining the required approvals for implementation.
• Run the Release Management Bridge and coordinate Release Management activities including Pre-Deployment checks and oversee the execution of release plan, ensuring the activities are completed.
• the Customers other Suppliers or Product Teams.
• Produce Release Notes for all Releases and publish to the KMS.

Knowledge Transfer & Training

• Facilitate knowledge Transfer Session to ensure operational team as ready to support the service.
• Co-ordinate with Knowledge management to ensure appropriate service documentation is created for Support teams.

Continuous Improvement

• Identify areas of improvements in the release process and adopt standard methodologies.

Key skills and behaviours - requiredThe key skills and behaviours required to be successful in the role:

• Have demonstrable Release Management experience in high-technology business environments with IT Service Management
• Have demonstrable experience and a proven-track record of working in Release Management roles.
• Have valid ITIL Certification, or similar IT Service Management certifications.
• Have proficiency in using ServiceNow Platform, Release Management & Change Management
• Have demonstrable experience of implementing Release Management initiatives.
• Have demonstrable experience in handling various collaborator and customer relationships.
• The ability to communicate technical scenarios and challenges in clear, simple, and concise business language.
• Have excellent interpersonal skills, with the capability to build strong, trusted, and effective working relationships via considered and emotional intelligent interactions with internal and external collaborators across different functions and cultures.
• The ability to adapt ones communication style to influence and persuade others.
• Have proven communication and presentation experience to Senior Collaborators
• Attention to detail to ensure accuracy and completeness of the release Record
• Possess excellent written and verbal communication skills in English.
• Possesses a pro-active, customer-focused approach, and have a passion for the continuous pursuit excellence.
• Possesses a proven willingness to professionally develop and a proven track record thereof.
• Have a pro-active approach to dealing with problems.

Key skills and behaviours - desired

• Have proven Service Transition experience within global, enterprise organisations.
• Experience of other applications and infrastructure technologies that work well with the ServiceNow platform.
• Any additional academic or professional qualifications.
• Have a degree in a computer science, engineering, or similar technical discipline - A good relevant degree is desirable, but experience and the right approach to work are just as important.

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 anyones 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 carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what its used for, and how its obtained, .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.

London Stock Exchange Group