Description
We are seeking a Service Control Manager to join our Technology Command Centre team. As a Service Control Manager, you will play a key role in maintaining the stability and resilience of critical services supporting Barclays' global business lines.
The purpose of this role is to execute the seamless delivery of IT services while maintaining a robust and secure control environment. You will utilise your expertise, control knowledge, and leadership skills to safeguard sensitive data, mitigate operational risks, and support the bank's technology systems.
Accountabilities
- 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 their 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.
- 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 units, technology teams, control functions, and service providers, to align service delivery processes and effective communication.
Analyst Expectations
- Perform prescribed activities in a timely manner and to a high standard, consistently driving continuous improvement.
- Requires in-depth technical knowledge and experience in their assigned area of expertise.
- Thorough understanding of the underlying principles and concepts within the area of expertise.
- Lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
Requirements
- Experience resolving multifaceted operational issues through systematic assessment and critical thinking.
- Knowledge of event monitoring tools and practices within enterprise technology environments.
- Ability to assess service impact, prioritize actions, and coordinate effective resolution during service disruptions.
Preferred Skills
- 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.
- Considerable stakeholder communication skills, with the ability to provide clear updates during incidents and operational events.
Benefits
- Competitive and generous employee benefits, including medical, dental, and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances.
- Eligible for an incentive award.
Salary
- Minimum Salary: $80,000
- Maximum Salary: $120,000