BGSC Service Management Lead
Barclaycard
Knutsford, United Kingdom
3d ago

Service Management Director (Barclays Global Services Centre)

Radbroke, Knutsford - UK

Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US.

Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.

Our two clearly defined divisions, Barclays UK and Barclays International, provide diversification by business line, geography and customer, enhancing financial resilience and helping to contribute to the delivery of consistent returns through the business cycle.

We have a strong core business with exciting prospects, well positioned to deliver long-term value for our shareholders.

Consistent with the objective of delivering long-term sustainable value for all our stakeholders, we have developed our Shared Growth Ambition our approach to citizenship and the sustainability of the business model we operate.

The aim is to make decisions and do business that provides our clients and customers, and the communities which we serve, with access to a prosperous future.

The delivery of our strategy is underpinned by the energy, commitment and passion of our people, and we are clear on our common purpose : to help people achieve their ambitions, in the right way.

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.

What youll be doing :

The Service Management Lead has the following key responsibilities :

  • BGSC Stakeholder Management,
  • Service Management,
  • Governance and Controls,
  • Strategy Planning and Transformation,
  • BGSC Service Management Lead will be accountable for :

    BGSC Service Management

  • Implements the standards for BX Service Management design across various transaction cycles and functional transactional cycles operating within BGSC
  • Manages the processes and tooling to deliver Service Management across BGSC in a consistent way
  • Interfaces with Center Service Management, Individual TCS / FTCs / In Business Services operating in BGSC, Legal and Compliance to ensure synch up between IGA’s, Service Appendix, SLAs, service catalogue and service management
  • Manages all aspects of Service Management initiatives, including status reporting and coordination with business partners
  • Manages the interdependencies and priorities for the Service Management project work across BGSC
  • Accountable for BGSC Service Management change impact assessment and client agreement for Service Management changes
  • Supporting change across BGSC services and IGA’s
  • Working with BX Service Management to drive improvements in the SM framework
  • Manage the Service Management Center of Excellence

  • Service Review meetings chair meetings, provide materials, take minutes & close out action points
  • Service Management Requests response to all Service Management queries, includes Regulatory requests
  • Service Level management, measurement and reporting
  • Service improvement and quality assurance
  • Delivery compliance with regulatory requirements and security standards
  • Stakeholder Management and Leadership
  • The BGSC Service Manager will need to negotiate with the BGSC CEO, TC / FTC Leads, CSMT, the Global and Trading Entity COOs.

    This is in a highly complex matrixed role. More broadly role will necessitate building ongoing relationships with key stakeholders to create opportunities for collaborative efforts with broad business scope whilst recognising benefits for the receiver.

  • Develops a partnership of trust with key stakeholders; builds appropriate rapport; builds constructive and effective relationships;
  • uses diplomacy and tact; can diffuse even high tensions situation. Transparency will be essential as role requires generating an overall atmosphere of trust and responsibility;
  • Develops a long term partnership with key stakeholders in Barclays based on openness and fairness

    What we’re looking for :

  • Client-focused - Effective stakeholder management and partnering skills
  • Highly organised, high attention to detail, accurate and meticulous.
  • Execution focused gets things done on time and to high standards.
  • Constantly seeks to develop relevant functional knowledge.
  • Team-leader, collaborative.
  • Comfortable working with multiple priorities in a fast-paced and evolving environment.
  • Proven experience in the management of large service delivery contracts in Financial Services is preferable.
  • Track record of successful programme management of large, complex workstreams.
  • Experience of working in HR function in complex, multi-business organisation especially in O&T and Banking verticals.
  • IT literate; strong Excel skills.
  • Experience of building strong client relationships.
  • Interested and want to know more about Barclays? Visit home.barclays / who-we-are / for more details.

    Our Values

    Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues.

    Simply put, success is not just about what you achieve, but about how you achieve it.

    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 dynamic working options for colleagues. If you have a need for flexibility then please discuss this with us.

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