Senior Service Operations Manager

Barclays UK; Knutsford; On-site; GBP 85,000 - 110,000; Full time

Job summary

A leading financial institution is seeking a Senior Service Operations Manager to drive digital transformation and enhance customer journeys. This role involves managing the IT Services department, ensuring strategic alignment and effective risk management while working closely with stakeholders and third-party service providers. The ideal candidate will have strong skills in stakeholder management, risk control, and strategic thinking. This position is based in Knutsford, England.

Qualifications

• Experience in stakeholder management and supply chain management.
• Understanding of SRE principles and incident/problem/change management.
• Ability to manage IT service risks.

Responsibilities

• Manage IT services department and develop strategic direction.
• Oversee relationships with stakeholders and service providers.
• Monitor financial performance and manage commercial agreements.

Skills

Stakeholder management

Supply chain management

SRE principles

Risk & control

Strategic thinking

Job description

Join us as a Senior Service Operations Manager and become a driving force behind digital transformation at the bank—simplifying customer journeys and enhancing their overall experience.

This is a multi-year digital transformation program within the bank. You will be part of the Global Technology Service Management (GTSM), specifically in the CB&P division, focused on the Barclays Digital Platform (XDP). In this role, you’ll oversee important services and be part of the wider service delivery team supporting the team in overseeing key service management functions. You’ll collaborate closely with development teams and colleagues across multiple business units.

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

• Demonstrable stakeholder management & supply chain management – technical (application & infrastructure)
• Understanding SRE principles and experience in governance on incident/problem/change (IPC) management
• Risk & control and strategic thinking

Some other highly valued skills may include:

• Good understanding of digital technology and architecture
• Previous experience of delivery
• A people leader

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

Location is Radbroke, Knutsford

Purpose of the role

To manage the IT Services department, set the strategic direction, support the bank's senior management team, and manage IT service risk across the organization, supporting the bank's operations and representing technology service performance with senior stakeholders.

Accountabilities

• Developing strategic direction for IT services, including implementing up-to-date methodologies and processes.
• Managing the IT services department, overseeing colleagues, departmental goals, efficiency, and effectiveness.
• Managing relationships with stakeholders and external third-party service providers.
• Developing and implementing policies and procedures, ensuring adherence to controls, SLAs, and standards for incident, problem, and change management.
• Managing IT services risk by identifying potential risks, developing mitigation strategies, and ensuring compliance with change and compliance functions.
• Monitoring financial performance, including revenue, profitability, and cost control, and managing commercial agreements.
• Managing IT services projects, ensuring successful research, product launches, and delivering integrated solutions.
• Maintaining the bank’s critical technology infrastructure and resolving complex technical issues with minimal disruption.

Vice President Expectations

• Contributing to strategy, requirements, and change management; planning resources, budgets, and policies; delivering improvements.
• If managing a team, defining roles, planning for future needs, and leading performance and development discussions.
• Demonstrating leadership behaviors to create a thriving environment, including listening, inspiring, aligning, and developing others.
• For individual contributors, acting as subject matter experts, guiding technical direction, leading projects, and coaching less experienced staff.
• Advising stakeholders on functional and cross-functional impacts and alignment.
• Managing risks and demonstrating accountability for controls and governance.
• Building trusting relationships with stakeholders to achieve business objectives.

All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, along with the Barclays Mindset of Empower, Challenge, and Drive.