Service Manager

As a Service Manager, you will take ownership of critical IT services across Barclays’ global technology estate. You will ensure our services are resilient, scalable and consistently deliver to agreed performance standards to meet our client’s (Amazon/Apple) service level agreements. Acting as the bridge between technology teams, business stakeholders and external partners, you will be accountable for end-to-end service performance, continual improvement and proactive risk management.

To be successful as a Service Manager, you should have experience with:

• ITIL v3 or v4 certification (or extensive experience working in an ITIL-aligned environment).
• Previous experience delivering results in IT Service Management disciplines Technical Resilience, Capacity Management, Service Level Agreements, Configuration Management, Incident, Problem and Change Management, Data Backup and Recovery.
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels and translate technical issues into business impact.
• Demonstrable success in driving service improvements and delivering measurable operational outcomes.

Some other highly valued skills may include:

• Previous experience within the financial services or banking technology sector.
• Experience of managing end-to-end services or customer journeys across multiple business units.
• Exposure to multi-platform service management, including cloud services such as AWS and hybrid on-prem/cloud environments.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role will be located at our Knutsford office.

To manage the IT Services department and set the strategic direction, provide support to the bank's senior management team, and to manage IT Service risk across the organisation management of IT Services to support the banks operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation.

• Development of strategic direction for IT Services, including the implementation of up-to- date methodologies and processes.
• Management of the IT Services department, including oversight of IT Services colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness..
• Relationship management of IT Services stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
• Development and implementation of policies and procedures for IT Services, implementation and adherence of control targets and standards, policies and procedures for IT Services, managing adherence to group SLAs and controls associated with core technology production activities in incident, problem, and change.
• Management of IT Services risk, including identification of potential IT Services risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s change and compliance functions..
• Monitoring the financial performance of the IT Services department, including revenue, profitability, and cost control, driving value from any commercial agreements, strong management of any directly controlled costs etc.
• Management of IT Services projects, including driving successful research and related product launches, and deliverance of integrated solutions to clients.
• Effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in…