Join us as a Business Banking Service Manager in our diverse, global team. You’ll play a key role in shaping the future of Business Banking by driving innovation, resilience, and service excellence.
As a key team member, you will support the delivery of various technologies, manage service improvements, and drive service recovery by leveraging your strong analytical and problem-solving skills to understand the business. You’ll work in a complex environment that spans multiple business areas, requiring you to build strong relationships and partnerships with Application Support and Service Management teams across GTSM.
To be successful as a Business Banking Service Manager, you should have experience with:
* Incident, Problem, & Change management
* ITIL Framework (preferably ITIL V4 qualified)
* Barclays Risk & Controls Standards
Additional valued skills include:
* Excellent presentation skills
* Strong communication skills, both verbal and written
* Experience with Event Management and Monitoring tools (e.g., AppDynamics, Elastic, Kibana)
You may be assessed on key skills such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology skills, along with job-specific technical expertise.
This role will be based in our Knutsford office.
Purpose of the role
To monitor and maintain the bank’s critical technology infrastructure effectively and resolve complex technical issues to minimize operational disruptions.
Accountabilities
* Provide technical support to resolve complex issues for specific clients, developing support models and service offerings to improve customer and stakeholder service.
* Perform preventative maintenance on hardware and software, using monitoring tools to identify and address potential issues, ensuring optimal performance.
* Maintain a knowledge base with detailed documentation of resolved cases for future reference, self-service, and knowledge sharing.
* Analyze system logs, error messages, and user reports to identify root causes and resolve hardware, software, or network issues.
* Automate processes, enhance monitoring, manage capacity, ensure resiliency, and support business continuity and stakeholder management.
* Identify and remediate potential risks and issues impacting services.
* Proactively implement automation and tuning of monitoring tools to maintain stability and efficiency.
Analyst Expectations
* Perform activities timely and to high standards, driving continuous improvement.
* Possess in-depth technical knowledge and experience in their area.
* Lead and support team development, allocate work, and coordinate resources.
* Demonstrate leadership behaviors to foster an environment of excellence, including listening, inspiring, aligning, and developing others.
* Develop technical expertise, act as an advisor, and impact related teams.
* Partner with other functions and areas, take responsibility for operational outcomes, and escalate policy breaches appropriately.
* Manage risks, strengthen controls, and ensure compliance with regulations and codes of conduct.
* Understand how their sub-function integrates with the broader organization and contribute to achieving organizational objectives.
* Make evaluative judgments based on factual analysis, resolve problems, and communicate complex information effectively.
* Build and maintain stakeholder networks inside and outside the organization.
All colleagues are expected to embody Barclays’ values of Respect, Integrity, Service, Excellence, and Stewardship, and to demonstrate the Barclays Mindset of Empower, Challenge, and Drive.
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