Service Operations Manager

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

Job summary

A leading financial institution in the United Kingdom seeks a Service Operations Manager to oversee IT Services and drive digital transformation. You will collaborate with various business units, manage stakeholders, and ensure effective service delivery. Ideal candidates will have strong technical knowledge and experience in governance and risk management. This role is located in Knutsford and involves significant leadership responsibilities.

Qualifications

• Experience with SRE principles and governance on IPC Management.
• Excellent understanding of digital technology related to application and infrastructure.
• Experience with change and transformation processes.

Responsibilities

• Manage the IT Services department and set its strategic direction.
• Oversee IT Services colleagues and their performance.
• Develop and implement policies and procedures for IT Services.

Skills

SRE Principles and Governance

Digital Technology – Application & Infrastructure

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

Accountabilities

• 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.
• Management of IT Services projects, including driving successful research and related product launches, and delivery of integrated solutions to clients.
• Effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimizing disruption to operations.

Assistant Vice President Expectations

• 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 pursuit of those objectives, perform performance appraisals, and determine reward outcomes.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviors to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviors are: Listen and be authentic, Energize and inspire, Align across the enterprise, Develop others.
• For individual contributors, lead collaborative assignments, guide team members through structured tasks, and identify the need for other areas of specialization to complete assignments. Identify new directions for assignments or projects, and use cross-functional methodologies to meet outcomes.
• Consult on complex issues; provide advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and develop new policies/procedures supporting the control and governance agenda.
• Take ownership of managing risk and strengthening controls related to the work done.
• Perform work closely related to other areas, understanding how they coordinate and contribute to organizational objectives.
• Collaborate with other work areas to stay aligned with business activity and strategy.
• Engage in complex data analysis from multiple sources to solve problems creatively and effectively.
• Communicate complex or sensitive information effectively.
• Influence stakeholders to achieve outcomes.

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