Wholesale Lending Service Manager

Barclays UK; Knutsford; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading banking institution in Knutsford seeks a Wholesale Lending Service Manager to oversee the IT Services department. The role involves strategic direction, incident management, and cross-functional collaboration. Ideal candidates will have strong technical support experience, particularly in Wholesale Lending or Investment Banking. This position offers the chance to make a significant impact on the organization's technology operations.

Qualifications

• Demonstrable experience in tech support within Wholesale Lending or Investment Banking.
• Expertise in Service Recovery and stakeholder communication.
• Experience in supporting global services across time zones.

Responsibilities

• Manage IT Services department and set strategic direction.
• Oversee performance of IT Services colleagues.
• Identify and manage IT Services risks.

Skills

Technical support leadership

Incident Management

Cross-functional collaboration

Job description

An exciting opportunity to join our Wholesale Lending Technology Support team in Knutsford, where you'll play a key role in managing technology that supports our Wholesale Lending and Corporate/International Corporate Bank businesses. This position is a dynamic combination of hands‑on support, leadership, and stakeholder management, offering an exciting opportunity to make a significant impact. You’ll be directly involved in ensuring the seamless operation and continuous improvement of our technology systems, collaborating with cross-functional teams, and driving innovation within the organization. This role is perfect for someone who is passionate about technology, thrives in a collaborative environment, and is eager to contribute to a high‑performing team.

To be successful as a Wholesale Lending Service Manager, you should have:

• Solid and demonstrable experience as a tech support lead within one or more of Wholesale Lending, Investment Baking or Markets environment.
• Demonstrable expertise in Service Recovery / Incident Management with associated decision making and stakeholder communication skills.
• Cross‑functional collaboration skills with build, operations, and run teams to deliver excellent service outcomes.

Additional skills include:

• Experience of supporting globally consumed services and working across time zones and geographies
• Knowledge of risk and governance frameworks and how they apply to Barclays Technology.
• Support of high volume high criticality services with hard SLAs and up and downstream dependencies.

You may be assessed on the key critical skills relevant for success in the 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 based out of our office in 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 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.

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 etc.
• 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 minimising disruption to operations.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures.
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi‑year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions.
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In‑depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.