Business Banking Service Manager

Barclays UK; Knutsford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading banking institution in Knutsford is seeking a Business Banking Service Manager. The role involves managing service improvements and monitoring critical technology infrastructure. Candidates should have experience in incident management, ITIL frameworks, and strong analytical skills. This position requires effective communication to build strong partnerships across teams.

Qualifications

• Experience with Incident, Problem & Change management.
• ITIL V4 qualified is preferred.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide technical support to resolve complex issues.
• Analyze system logs and error messages.
• Implement automation and monitoring enhancements.

Skills

Incident management

Problem management

Change management

ITIL Framework (ITIL V4)

Excellent presentation skills

Strong verbal communication skills

Strong written communication skills

Event Management tools (AppDynamics, Elastic, Kibana)

Job description

Join us as a Business Banking Service Manager in our diverse, global team. You will play a key role in shaping the future of Business Banking by driving innovation, resilience, and service excellence.

As a vital team member, you will support the delivery of various technologies, manage service improvements, and drive service recovery by leveraging your strong analytical and problem-solving skills to understand the business. You will work in a complex environment spanning multiple business areas, requiring you to build strong relationships and partnerships with Application Support & Service Management teams across GTSM.

To succeed as a Business Banking Service Manager, you should have experience with:

• Incident, Problem & Change management
• ITIL Framework (ideally ITIL V4 qualified)
• Barclays Risk & Controls Standards

Additional valued skills include:

• Excellent presentation skills
• Strong verbal & written communication skills
• Experience with Event Management & Monitoring tools (e.g., AppDynamics, Elastic, Kibana)

You may be assessed on key skills such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology skills, and job-specific technical expertise.

This role is based in our Knutsford office.

Purpose of the role

To monitor and maintain the bank’s critical technology infrastructure, resolve complex technical issues, and minimize operational disruptions.

Accountabilities

• Provide technical support to resolve complex issues for specific clients, developing support models and service offerings to improve customer and stakeholder satisfaction.
• Perform preventative maintenance on hardware and software, utilizing monitoring tools to identify and address potential issues for optimal performance.
• Maintain a knowledge base with detailed documentation of resolved cases for future reference and knowledge sharing.
• Analyze system logs and error messages to identify root causes and resolve hardware, software, and network issues.
• Implement automation, monitoring enhancements, capacity management, resiliency, and business continuity measures.
• Identify and remediate or escalate potential service-impacting risks and issues.
• Proactively enhance support activities through automation and tuning of monitoring tools to ensure stability and efficiency.

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