Senior Service Manager - VP with Digital Assets Technology

Barclays; Whippany (NJ); On-site; USD 164,000 - 225,000; Full time

Benefits offered by this job

Incentive award

Benefits package including medical/d眼

Job summary

Barclays in Whippany, NJ seeks a Senior Service Manager - VP for Digital Assets Technology to build and run resilient production services on cutting‑edge platforms. You will own service performance, incident response, change control, and operational readiness as digital asset solutions move to production.

You will engage with senior engineers, risk, compliance, and business partners to report on service health, incidents, dependencies and trends, using AI-enabled tooling and automation to drive

Qualifications

• Proven track record running technology services and production environments with focus on performance, availability, resilience, and operational readiness.
• Deep expertise in incident, problem, change, capacity, and service-level management with fast issue resolution.
• Rigorous technology risk and controls discipline ensuring policies, standards, and SLAs are upheld.

Responsibilities

• Develop and manage IT Services strategy to support production operations.
• Oversee IT Services department performance and adherence to SLAs and controls.
• Manage stakeholder relationships and reporting on service health and risks.
• Monitor and improve service resilience, security, and incident response.

Skills

Service management

Incident and problem management

Change and capacity management

Operational risk controls

Stakeholder engagement

AI tooling & automation

Leadership

Cloud & Kubernetes basics

ITIL / service management practices

Cross-functional collaboration

Tools

Kubernetes

APIs & messaging

Observability tools

CI/CD tooling

Job description

Embark on a transformative journey as a Senior Service Manager - VP with Digital Assets Technology. At Barclays, our vision is clear: to redefine the future of banking and help craft innovative, regulated digital asset solutions. In this role, you will be responsible for establishing and managing the service capabilities that support Barclays’ next generation of Digital Asset Technology, ensuring platforms are resilient, secure, controlled, and operationally ready as they move into production.

To be successful as a Senior Service Manager - VP, you should have:

• A proven success of running technology services and production environments, owning service performance, availability, resilience, and operational readiness.
• Deep expertise in incident, problem, change, capacity, and service-level management, resolving issues quickly and keeping disruption to critical services to a minimum
• Rigorous technology risk and controls discipline, spotting operational risks, putting the right controls in place, and upholding technology policies, standards, and SLAs
• Experience building service operating models for new technology platforms, covering support processes, service ownership, monitoring, escalation routes, and operational handoffs into production
• Confidence engaging with senior stakeholders, engineering teams, infrastructure partners, and third-party vendors, reporting clearly on service health, risks, incidents, dependencies, and performance, while using AI-enabled tooling, automation, metrics, and service data to boost efficiency, identify trends, and speed up resolution

Other Highly Valued Skills Include

• A solid grasp of Digital Asset Technology, such as blockchain/DLT infrastructure, tokenization, wallets, custody, smart contracts, and on-chain transaction processing
• Hands‑on experience supporting payments, capital markets, settlement, or other business‑critical financial technology platforms in a regulated setting, including managing operational resilience, disaster recovery, business continuity, capacity, and technology service risk
• Working knowledge of cloud infrastructure, Kubernetes/containers, APIs, messaging, observability, monitoring, and enterprise production support environment
• Familiarity with ITIL/service management practices and the tools used to handle incidents, problems, changes, service performance, and operational controls
• The ability to collaborate effectively with engineering, architecture, infrastructure, cyber security, product, business, risk, compliance, and operations teams

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.

This role is located in our Whippany, NJ office.

Minimum Salary: $164,000

Maximum Salary: $225,000

The minimum and maximum salary/rate information above include only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Barclays employees are eligible for a suite of competitive and generous employee benefits, including medical, dental and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances.

This position is eligible for an incentive award.

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 deliverance 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 elevate 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.