Head of US Technology Command Centre

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any another type of compensation or benefits that may be available. Barclays employees are eligible for a suite of a competitive and generous employee benefits, including medical, dental and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances. This position is eligible for an incentive award.

The Head of the US Technology Command Centre is a senior operational leadership role, reporting to the Head of IT Operations within Group Technology Service Management (GTSM).

The role holder has full accountability for the smooth, silent, and resilient operation of IT services across the Group during the US time zone, operating as an integral part of the Global Technology Command Centre operating model.

Acting as the senior point of control for live IT operations in the Americas, the role ensures the availability, stability, performance, and recovery of critical technology services, while maintaining alignment with global operational standards, risk appetite, and control frameworks.

In the US time zone, the role holder exercises end‑to‑end accountability for Technology Operations, providing decisive leadership across incident management, service assurance, operational risk, and senior stakeholder engagement.

Key Responsibilities and Accountabilities

Command Centre Leadership & Operational Control

• Provide overall leadership and accountability for Technology Command Centre operations during the US time zone.
• Ensure continuous monitoring, control, and optimisation of live IT services across infrastructure, applications, networks, and end‑user services.
• Operate as the senior operational decision‑maker for technology incidents, service degradation, and operational risks within the region.

Incident, Problem and Crisis Management

• Lead the end‑to‑end management of major incidents, ensuring swift triage, effective coordination, clear communications, and timely resolution.
• Provide visible leadership during severe but plausible technology events, including crisis and resilience scenarios.
• Drive root cause analysis, problem management, and service improvement actions to reduce repeat incidents and improve service stability.

Global Operating Model Alignment

• Act as a core member of the Global Command Centre leadership community, ensuring alignment to global standards, processes, tooling, and reporting.
• Ensure seamless operational handovers across time zones to maintain true 24x7 service continuity.
• Represent the US Command Centre in global governance forums and operational reviews.

Service Assurance & Operational Risk

• Ensure that IT services operate within agreed risk tolerance, service levels, and operational controls.
• Partner closely with Technology Risk, Cyber, Service Management, and Engineering teams to identify, escalate, and remediate operational risks.
• Maintain strong control over service health, technical debt, and resilience indicators across the regional estate.

Stakeholder & Executive Engagement

• Serve as the senior operational interface to business leaders, senior technology stakeholders, and suppliers for live service issues in the US.
• Provide clear, concise, and authoritative communications on operational status, incidents, and risks to senior management.
• Support executive stakeholders during regulator‑ or audit‑related service events by providing accurate, evidence‑based operational insight.

Continuous Improvement & Operational Excellence

• Drive continual improvement in monitoring, automation, incident response, and operational maturity.
• Leverage operational data and insight to improve service predictability, reduce noise, and enable proactive intervention.
• Champion a disciplined, control‑led operational culture across teams and suppliers.

Candidate Requirements

• Significant senior‑level experience in IT Operations, Service Management, or Command Centre leadership within a complex, regulated environment.
• Proven track record of leading 24x7 operational teams, managing high‑severity incidents, and maintaining service stability at scale.
• Strong understanding of IT service management and operational control frameworks (e.g. ITIL, SRE principles, resilience and availability management).
• Experience operating within a global, follow‑the‑sun operating model.
• Background in technology domains such as infrastructure, networks, applications, or platforms, with a strong operational and control mindset.

• Superior written and verbal communication skills, with the ability to distil complex technical issues into clear executive‑level messaging.
• Strong leadership presence, able to remain calm, decisive, and credible under pressure.
• Proven ability to influence senior stakeholders and challenge constructively where service risk exists.
• Excellent organisational skills, capable of overseeing multiple concurrent operational priorities in a dynamic environment.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline (preferred).
• Professional qualifications in IT Service Management or operations (e.g. ITIL, SRE, or equivalent) are advantageous.

Purpose of the role

To manage the people, processes and technologies in the IT function to ensure they deliver outcomes that support the goals of the business.  

Accountabilities

• Development and implementation of technology strategies, ensuring technology investments are enablers for business success – i.e. improve efficiency, support growth, innovation, and risk management.
• Strategic leadership to the business on all technology matters, working with subject matter experts across the Group Technology organisation, such as infrastructure, service management and architecture.  .
• Alignment to global data governance frameworks to ensure data quality, security, and privacy, encouraging data-driven decision making by leveraging data analytics and artificial intelligence (AI) to extract insights and inform business strategies.
• Implementation of technology practices according to security, compliance and regulatory requirements, and is kept current. Implementation of work in accordance with policies and controls and are actively managing risks.  .
• Digital transformation/change projects, programmes and initiatives, modernising legacy systems new and enhanced digital solutions to enable customers, clients and colleagues.   .
• Management of the technology team includes hiring, training, mentoring, and setting and achieving team goals and ensuring that the technology team have the resources and support they need to be successful.
• Management of the technology budgets, ensuring appropriate prioritisation of resources, ensuring investments in technology support overall business goals, and that costs are optimised, and efficiencies are delivered, where required, ensuring financial risks associated with technology are mitigated.

Director Expectations

• Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
• Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
• Escalates breaches of policies / procedure appropriately.
• Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
• Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
• Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
• Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
• Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
• Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
• Negotiate with and influence stakeholders at a senior level both internally and externally.
• Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
• Mandated as a spokesperson for the function and business division.

All Senior 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.

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.