Service Operations Manager

Barclays UK; Knutsford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial institution in the UK is seeking a Service Operations Manager to oversee the IT Services department. This role involves managing strategic direction, stakeholder relationships, and ensuring effective service delivery. The ideal candidate should have experience with SRE principles, digital technology, and change transformation. Embrace the company's values and contribute to enhancing customer journeys through digital transformation.

Qualifications

• Experience managing IT Services and stakeholder relationships.
• Strong background in risk and controls associated with IT.
• Proficient in implementing methodologies and processes for IT Services.

Responsibilities

• Manage the IT Services department and set strategic direction.
• Develop policies and procedures for IT Services.
• Monitor financial performance and manage IT Services projects.

Skills

SRE Principles and Governance on Incident Problem Change (IPC) Management

Excellent understanding of Digital Technology

Experience in Change & Transformation

Job description

Join us as a 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 programme 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 Service Operations Manager, you should have experience with:

• SRE Principles and Governance on Incident Problem Change (IPC) Management
• Excellent understanding of Digital Technology – Application & Infrastructure (Technical)
• Experience in Change & Transformation

Some other highly valued skills may include:

• Barclays Policies & Procedures
• Performance Management
• Risk & Control Standards

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, 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. This includes the management of IT Services to support 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’ performance, and ensuring departmental goals and effectiveness.
• Managing relationships with IT Services stakeholders and maintaining the quality of external third-party services.
• Developing and implementing policies and procedures for IT Services, including adherence to control standards, SLAs, and controls related to incident, problem, and change management.
• Managing IT Services risk, identifying potential risks, developing mitigation strategies, and ensuring alignment with change and compliance functions.
• Monitoring financial performance, including revenue, profitability, and cost control, and managing commercial agreements and costs.
• Managing IT Services projects, including research, product launches, and delivering integrated client solutions.
• Monitoring and maintaining the bank’s critical technology infrastructure and resolving complex technical issues with minimal disruption.

Assistant Vice President Expectations

• Advising and influencing decision-making, policy development, and operational effectiveness, collaborating with other functions.
• Leading a team performing complex tasks, setting objectives, coaching, and appraising performance.
• If in a leadership role, demonstrating leadership behaviors: Listen and be authentic, Energize and inspire, Align across the enterprise, Develop others.
• For individual contributors, leading collaborative assignments, guiding team members, and identifying new directions for projects.
• Consulting on complex issues, supporting risk mitigation, and developing policies and procedures.
• Managing risk and controls related to work, collaborating across areas, and engaging in complex data analysis.
• Communicating complex or sensitive information effectively and influencing stakeholders.

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