Senior Service Manager - VP

Embark on a transformative journey as a Senior Service Manager – VP within US Consumer Bank (USCB). At Barclays, you will play a pivotal leadership role in shaping the stability, resilience, and performance of our critical technology services—directly impacting customer experience and enabling business growth at scale. In this role, you have a unique opportunity to operate at the intersection of strategy and execution, where your influence will drive enterprise-wide service excellence while engaging with senior stakeholders to deliver meaningful outcomes. In this role, you will step into a highly visible role with end-to-end ownership of production services, combining deep technical engagement with executive-level leadership. You will lead high-performing teams, shape service strategy, and drive continuous improvement across incident, problem, and change disciplines—making a tangible impact on Barclays’ mission to redefine the future of banking through resilient, customer-centric technology.

To be successful as a Senior Service Manager - VP, you should have:

• Considerable leadership in IT Service Management (ITSM) disciplines (Incident, Problem, Change, SLM), with a proven ability to drive production stability and service resilience at scale

• Ability to engage deeply in technical issues while effectively translating complex topics for senior, non-technical stakeholders

• Demonstrated experience in managing service risk, controls, and governance, ensuring adherence to service line agreements, regulatory requirements, and audit standards

• Exceptional stakeholder management and influencing skills, with the ability to align matrix teams and drive outcomes across distributed and cross-functional environments

• History of leading high-performing teams, driving continuous improvement, operational efficiency, and data-driven decision making within a regulated enterprise environment

Other highly valued skills include:

• Considerable understanding of technology architectures across on-prem and cloud environments, with the ability to support modern, distributed banking platforms

• Experience in application support, infrastructure, or engineering environments, enabling effective troubleshooting, recovery, and service optimization

• Familiarity with ITIL frameworks, observability/monitoring tools, and automation practices, supporting action-oriented service management and operational resilience

• Experience working in Java-based application environments, with the ability to engage technical teams on production issues, application behavior, and recovery considerations

• Familiarity with cloud and platform technologies, including AWS and Red Hat OpenShift, to help lead resilient, modern service operations across distributed environments

• Knowledge of observability, monitoring, and service management tooling, with exposure to ITIL-aligned practices and operational automation that improve service stability and result oriented issue detection

This role is located in our Whippany, NJ office.

Minimum Salary: $164,000

Maximum Salary: $225,000

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Barclays employees are eligible for a suite of 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.

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.