Service Control Manager - AVP

Barclays•Jefferson, CO

8d•$125,000 - $170,000•Onsite

About The Position

Embark on a transformative journey as a Service Control Manager - AVP. At Barclays, our vision is clear –to redefine the future of banking and help craft innovative solutions. Within the Technology Command Centre, you’ll play a central role in safeguarding the stability and performance of critical services that support the bank’s core business lines—including Retail, Corporate, Private and Wealth, Cards, and Investment Banking. This is a highly visible position where your work directly contributes to ensuring seamless client and colleague experiences across a complex, global technology landscape. You’ll act as a key point of coordination across infrastructure and application teams, building good relationships and developing a holistic understanding of how systems interact. Through this, you’ll gain practical exposure to ITIL-aligned processes and strengthen your ability to operate in structured, high-availability environments while supporting mission-critical platforms. The role blends real-time service monitoring with broader operational responsibilities, giving you the opportunity to take ownership of extended change control activities and play an active part in maintaining service integrity. You’ll also be involved in service recovery and incident management, helping to drive swift resolution of issues, minimize impact, and continuously improve resilience.

Requirements

Solving complex operational issues using structured analysis and critical thinking
Event management tools and practices for monitoring enterprise technology environments
IT service management disciplines including Incident, Problem, and Change Management
ITIL frameworks and service management best practices
Communicating effectively with technical and business stakeholders, including senior audiences
Risk and controls
Change and transformation
Business acumen
Strategic thinking
Digital and technology
Job-specific technical skills

Nice To Haves

Collaborative working across infrastructure, application, and operations teams
Understanding of Retail Banking, Cards, or Investment Banking services
Managing and coordinating major incident processes and service recovery
Experience with enterprise monitoring and event platforms such as Netcool, ServiceNow, AppDynamics, Elastic, ThousandEyes, or Observe

Responsibilities

Execution of support services across Operations and Technology (O&T) production functions, including incident management triage, management and escalation, event management, change management and batch processing management.
Management and resolution of service requests, incidents, and problems prioritised by its severity to disrupt the bank's IT services.
Analysis and improvement of service delivery processes to identify blocks, implement automation solutions to streamline workflows and ensure processes align to relevant regulatory requirements, through the utilisation of new and existing technologies and collaboration with various stakeholders.
Development of detailed reports on service performance and trends and communicate key findings to relevant stakeholders to support decision making and promote a culture of security awareness.
Development and maintenance of stakeholder relationships, including business united, technology teams, control functions and service provides, to align service delivery processes and effective communication.
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, appraisal of performance relative to objectives and determination of reward outcomes.
Lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments.
Identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
Take ownership for managing risk and strengthening controls in relation to the work done.
Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc)to solve problems creatively and effectively.
Communicate complex information.
Influence or convince stakeholders to achieve outcomes.
Play a central role in safeguarding the stability and performance of critical services that support the bank’s core business lines.
Act as a key point of coordination across infrastructure and application teams, building good relationships and developing a holistic understanding of how systems interact.
Take ownership of extended change control activities and play an active part in maintaining service integrity.
Be involved in service recovery and incident management, helping to drive swift resolution of issues, minimize impact, and continuously improve resilience.