Service Manager - AVP

Barclays•Jefferson, CO

4d•Onsite

About The Position

The purpose of the role is 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. This includes the management of IT Services to support the bank's operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation.

Requirements

Advise and influence decision making.
Contribute to policy development.
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.
Demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
Listen and be authentic.
Energise and inspire.
Align across the enterprise.
Develop others.
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.
Demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship.
Demonstrate the Barclays Mindset – to Empower, Challenge and Drive.

Responsibilities

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.
Perform incident and problem resolution, working closely with technology and business stakeholders to provide innovative and tactical solutions to issues while improving the performance of applications and processes.
Coordinate recovery, resolution and document handling for major incidents, perform post incident reviews and drive permanent fixes via problem management.
Plan and execute timelines and activities of various major releases and critical changes into Production and DR environments in collaboration with development and technology support teams.
Create and manage change requests in accordance with Barclays Change Management standards.
Identify repetitive or time-consuming processes that can be automated and deliver a sustainable solution through problem management, automation and improve monitoring to optimize run-the-bank production services.
Plan and execute service resiliency events in accordance with Barclays resiliency standard.
Create knowledge base to support shift left of known scenarios, review documentation and support service transition and application go live.
Perform Service Level Management activities to ensure IT Services are delivered to agreed achievable targets and service provided meets business requirements.
Coordinate support activities across the global team, including handover of issues, knowledge sharing, training and collaboration on strategic projects.
Provide off-hours on-call support on a rotational basis.
As part of the global Run-the-bank production support services team, providing application support for critical Financial Crime and Anti Money Laundering technology applications.
Implement and adhere to ITIL standards as part of Group Technology Service Management (GTSM).