Service Control Manager

Barclays•Jefferson, CO

7d•$80,000 - $120,000•Onsite

About The Position

The Service Control Manager will execute the seamless delivery of IT services while maintaining a robust and secure control environment. The role uses control knowledge, technical expertise, and leadership skills to safeguard sensitive data, mitigate operational risks, and support the bank’s technology systems. Within Barclays’ Technology Command Centre, the position helps maintain the stability and resilience of critical services supporting global business lines. The role coordinates across infrastructure and application teams, supports service recovery and incident response, oversees change governance activities, and drives improvements in service stability, performance, and operational resilience. It provides exposure to enterprise-wide technologies, major incidents, and senior stakeholders. The position also leads and supervises a team, supports colleagues’ professional development, allocates work, and coordinates team resources. It is based in the Whippany, New Jersey office.

Requirements

Experience resolving multifaceted operational issues through systematic assessment and critical thinking.
Knowledge of event monitoring tools and practices in enterprise technology environments.
Ability to assess service impact, prioritize actions, and coordinate effective resolution during service disruptions.
In-depth technical knowledge and experience in the assigned area of expertise.
Thorough understanding of the underlying principles and concepts within the area of expertise.

Nice To Haves

Experience coordinating major incident response and service recovery activities.
Experience with enterprise monitoring and event platforms such as Netcool, ServiceNow, AppDynamics, Elastic, ThousandEyes, or Observe.
Strong stakeholder communication skills, including the ability to provide clear updates during incidents and operational events.

Responsibilities

Execute support services across Operations and Technology production functions, including incident triage, management and escalation, event management, change management, and batch processing management.
Manage and resolve service requests, incidents, and problems according to severity and potential impact on the bank’s IT services.
Analyze and improve service delivery processes, identify bottlenecks, implement automation, and ensure processes align with relevant regulatory requirements.
Develop detailed reports on service performance and trends, and communicate findings to stakeholders to support decision-making and promote security awareness.
Develop and maintain relationships with business units, technology teams, control functions, and service providers to align service delivery and enable effective communication.
Coordinate across infrastructure and application teams to support service recovery and incident response.
Oversee change governance activities and drive continuous improvements in service stability, performance, and operational resilience.
Lead and supervise a team, guide professional development, allocate work, and coordinate team resources.
Take responsibility for team operational processing and results, escalate policy or procedure breaches, and embed new risk-mitigation policies and procedures.
Manage risk and strengthen controls in areas of responsibility, ensuring work complies with relevant rules, regulations, and codes of conduct.
Advise and influence decision-making within the area of expertise, and collaborate with other functions and business areas.
Assess factual information, make evaluative judgments, resolve problems using technical experience, and communicate complex or sensitive information to team members and stakeholders.