Job Description

Job Title: CB&P Service Operations Manager Location: Pune
About Barclays Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.
Risk and Control Objective Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
Working Flexibly We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility then please discuss this with the hiring manager.

• End to end proactive and reactive management of a portfolio of IT services to fulfil business demand and SLAs with compliance to internal and external controls.
• Manage the Transition and BAU running of new and existing applications and own and drive Service Improvement activities which delivers additional value or efficiencies to IT services and processes.
• Maintain and enhancing relationships with client stakeholders and service suppliers that define and demonstrate value in how a portfolio of IT services are being managed.
• Manage and Operate processes and people across the organisation to achieve optimum Service Management and Performance and report on progress both internal to GTSM and externally to your allocated Business Unit

What will you be doing? Service Performance

• Interface between the business and IT component teams ensuring the required IT capability is in place and delivers to the business needs and priorities.
• Develop and maintain Service Level Agreements, and deliver the IT Services to agreed service levels and costs, primarily for a portfolio high criticality (level 1 and 2) IT services.
• Operate all assigned application in accordance to the group standards and meeting the GTSM internal targets to ensure regulatory compliance and service stability.
• Proactively drive for cost efficiency via creating and introducing automation/removing manual processes.
• Identify and manage issues with service performance, develop and drive the delivery of service improvement plans and continuous improvement activities on services.
• Proactively analyse the performance of technology and supply chain, and drive value delivery through the supply chain, facilitating the delivery of business and service strategy.
• Execute all appropriate delivery processes to optimise IT services and meet internal targets managed via detective controls.
• Ensure relevant and valuable management information is publicised for services to demonstrate existing IT service performance and service improvement opportunities.
• Participate in commercial negotiations for the agreement of target supplier contracts for service delivery.
• Develop new techniques/tools for use in support of services. Promotes services within the wider IT community. Takes an active role in the communication of global service ethos.

Resilience

• Own business stakeholder engagement during incidents; engage with Incident Management Teams to contribute to the service recovery process and plans to mitigate future instances.
• Ensure that service continuity plans and solutions are developed and regularly reviewed across the service supply chain to maintain service stability requirements stipulated by the business Risk and Control: All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards

Service Transition

• Provide advice & guidance to support and project areas to ensure that new services are deployed in a manner that ensures adoption of relevant support tools and/or process improvements. Encourages re-use of tools and effective processes – participates as a champion for change and service improvement culture.
• Oversee the transition of amendments or new services and Programs of work in to Live via Lean Control Tool and Lean Control Process governance.
• Ensuring that the Barclays project and transition Governance frameworks have been adhered to and that the Project remains compliant
• Responsible for the risk profile associated with changes to service, ensuring changes are service ready, at a manageable and operable standard, with any possible risks clearly articulated to the business and accepted and managed at the appropriate level in line with Barclays Risk and Non-Compliance processes.
• Identify and highlight RAIDs to the Project Manager, relating to service handover and acceptance
• Ensure projects produce the appropriate documentation to ensure that everyone is ready to support the service and it is ready for live running by facilitating the relationships between all relevant parties.

What we’re looking for:

• Experience of managing multiple IT services in a financial services company.
• Conversant and accredited with service management, service transition and delivery best practices (e.g. ITIL, Agile and Lean methodologies.
• Clarity of organisational awareness and understanding of how service stability can be maximised through leveraging technology and process.

Skills that will help you in the role:

• Articulation of IT structure and functions within Barclays and the services and product set of the Group.

• Broad understanding of Barclays Technology strategy, design and business direction.
• Good knowledge of business change processes, methods and tools.
• Good understanding of acceptance and integration process and methods.
• Good understanding of Project and Change Management Processes.

Where will you be working? Pune Be More at Barclays At Barclays, each day is about being more – as a professional, and as a person. ‘Be More @ Barclays’ represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are. Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details. Our Values Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term. Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution. Integrity We operate with honesty, transparency and fairness in all we do. Service We act with empathy and humility, putting the people and businesses we serve at the centre of what we do. Excellence We champion innovation, and use our energy, expertise and resources to make a positive difference. Stewardship We prize sustainability, and are passionate about leaving things better than we found them. Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure. Challenge Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints. Drive Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done. Our Diversity We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals. Our Benefits Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our flexible working options for colleagues. If you have a need for flexibility, then please discuss this with us.