Senior Service Manager - VP with Digital Assets Technology

Barclays•Jefferson, CO

11d•$164,000 - $225,000•Onsite

About The Position

The Senior Service Manager will establish and manage the service capabilities supporting Barclays’ next generation of Digital Asset Technology. The role ensures platforms are resilient, secure, controlled, and operationally ready as they move into production. It manages IT services and their strategic direction, supports senior management, represents technology service performance to senior stakeholders, and manages IT service risk across the organisation. The position oversees service performance, availability, resilience, and operational readiness, including incident, problem, change, capacity, and service-level management. It develops operating models for new platforms, covering support processes, service ownership, monitoring, escalation routes, and operational handoffs into production. The role also monitors critical technology infrastructure, addresses complex technical issues while minimizing disruption, manages stakeholder and third-party relationships, and oversees departmental performance, costs, projects, policies, controls, and risks. The role is based in Barclays’ Whippany, New Jersey office. The salary range is $164,000 to $225,000 in base salary. The position is eligible for an incentive award and Barclays employee benefits.

Requirements

Proven success running technology services and production environments, with ownership of service performance, availability, resilience, and operational readiness.
Deep expertise in incident, problem, change, capacity, and service-level management, including resolving issues quickly and minimizing disruption to critical services.
Strong technology risk and controls discipline, including identifying operational risks, establishing controls, and upholding technology policies, standards, and SLAs.
Experience building service operating models for new technology platforms, including 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, and clearly reporting service health, risks, incidents, dependencies, and performance.
Ability to use AI-enabled tooling, automation, metrics, and service data to improve efficiency, identify trends, and speed up resolution.
Ability to collaborate with engineering, architecture, infrastructure, cyber security, product, business, risk, compliance, and operations teams.

Nice To Haves

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.
Experience 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 environments.
Familiarity with ITIL/service management practices and tools for handling incidents, problems, changes, service performance, and operational controls.

Responsibilities

Set the strategic direction for IT Services and implement current methodologies and processes.
Manage the IT Services department, including colleagues’ performance, departmental goals, and efficiency and effectiveness.
Manage relationships with IT Services stakeholders and maintain the quality of external third-party services.
Develop and implement IT Services policies and procedures, and ensure adherence to control targets, standards, group SLAs, and controls for incident, problem, and change activities.
Identify and manage IT Services risks, develop mitigation strategies, and maintain alignment with the bank’s change and compliance functions.
Monitor the department’s financial performance, including revenue, profitability, cost control, commercial agreements, and directly controlled costs.
Manage IT Services projects, including research, product launches, and delivery of integrated solutions to clients.
Monitor and maintain critical technology infrastructure and resolve complex technical issues while minimizing operational disruption.
Establish and manage service capabilities for Digital Asset Technology platforms as they move into production.
Own service performance, availability, resilience, and operational readiness; manage incidents, problems, changes, capacity, and service levels.
Build service operating models for new platforms, including support processes, service ownership, monitoring, escalation routes, and operational handoffs.
Report service health, risks, incidents, dependencies, and performance to senior stakeholders, engineering teams, infrastructure partners, and third-party vendors.
Use AI-enabled tooling, automation, metrics, and service data to improve efficiency, identify trends, and speed resolution.
Plan resources, budgets, and policies; maintain processes and deliver continuous improvements, escalating policy or procedure breaches.
Advise key stakeholders and senior management on functional and cross-functional impact and alignment.
Assess and mitigate risks, strengthen controls, and collaborate across business and support functions.
If managing a team, define roles and responsibilities, plan future departmental needs, counsel employees on performance, and contribute to pay decisions.