CSO Senior Service Operations Manager

Join us as a CSO Senior Service Operations Manager. At Barclays, we don’t just adapt to the future, we create it. As a CSO Senior Service Operations Manager you will support the organisation, achieve its strategic objectives by the identification of business requirements and solutions that address business problems and opportunities.

To be a successful CSO Senior Service Operations Manager, you should have experience with:

• Proven ability to define and execute BU strategy in alignment with GTSM and Organizational strategy, identifying clear, enterprise‑level action plans, ensuring execution through structured governance, data‑driven insights, and accountability frameworks.
• Adept at engaging senior stakeholders, resolving strategic conflicts, and fostering alignment across CIO, GTSM and other Teams to accelerate enterprise initiatives and deliver unified outcomes.
• Analytical and Forecasting Skills – Skilled at strategically forecasting demand, analyzing operational data, and anticipating future requirements for both capacity planning and continuous service improvement.
• Capacity and Resource Management – Expertise in developing and executing capacity planning models, as well as optimizing the allocation of human, technological, and process resources, is key to maintaining service quality and operational efficiency.
• Continuous Improvement and Problem-Solving – A proactive approach to identifying service issues, conducting root cause analyses, and leading improvement initiatives ensures ongoing enhancement of service delivery and resilience.
• Drive major incident resolution, owning end-to-end recovery and stakeholder communication. Support applications and APIs on OpenShift and AWS, leveraging DevOps practices for deployment automation and environment management.
• Apply ITIL principles across Incident, Problem, and Change Management lifecycles. Hands-on experience with APM tools (AppDynamics, Kibana, Observability) for troubleshooting and proactive monitoring.
• Conduct effective briefings and presentations for senior executives and stakeholders. Excellent interpersonal, oral, and written communication skills.
• Collaborate with clients, colleagues, and vendors to ensure seamless communication and service delivery. Experience in end-to-end project design and execution – preferably in Agile.
• Drive enterprise-wide reliability and operational excellence by implementing SRE principles, ensuring scalable systems, robust automation, and proactive risk management to deliver consistent service quality.
• Strong analytical skills with experience in cyber and physical security operations.

Additional relevant skills given below are highly valued

• Familiarity with the Financial Services regulatory landscape.
• Expertise in incident response and change management.
• Ability to remain organized and prioritize multiple incident priorities effectively.
• Please let me know if any further information is required.

Educational Qualifications

• Bachelor’s degree in computer science, Information Technology, Cybersecurity, or a related field.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based in Pune.

Purpose of the role

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 management of IT Services to support the banks operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation.   

Accountabilities

• 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.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others..
• OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.