Service Control Manager

Purpose of the role

To execute the seamless delivery of IT services while maintaining a robust and secure control environment, utilising their expertise, control knowledge and leadership skills to safeguard sensitive data, mitigate operational risks and support the banks 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 its 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, through the utilisation of new and existing technologies and collaboration with various stakeholders.
• 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 united, technology teams, control functions and service provides, to align service delivery processes and effective communication.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and 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
• 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 lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will 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. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders 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.