Service Operations Manager
Knutsford, UK
1d ago


Overallpurpose of the role

TheService Operations Manager (SOM) works in Technology, owning the end to endmanagement of high criticality services and has overall responsibility forensuring the optimum performance from the in-

scope services within the BUKunit. The SOM is responsible for the management of high severity incidents thatimpact (or have the potential to impact) services managed by, or consumed by,the BUK unit.

KeyAccountabilities and Skills required :

  • Good Technical understanding of the services within the Internet portfolio, with a sound appreciation of the associated business processes.
  • Ability to build & maintain a strong working relationship with other Technical teams using the agile methodology (internal and external), Infrastructure Partners and Service Engagement Managers.
  • Ability to lead triage and investigation on Major Incident calls from and application and service perspective, with speed and efficient recovery at optimum levels.
  • Good understanding of risk management and cost of the e2e service provision, and delivery of associated savings.
  • Accountable for the on-going maintenance of all relevant service documentation in line with agreed standards on the Service Run Books site (includes SLAs, Support Models, OLAs, Service Maps and Service Review minutes).
  • Work with Service Transition to accept new services into Production.
  • Takes a lead role in regular Service Reviews and Supplier Reviews (where appropriate), producing and presenting the monthly review packs at multiple meetings.
  • Negotiating SLA targets with other areas of the bank and ensuring supporting teams are delivering against agreed targets.
  • TechnicalSkills and competencies-

  • Extensive knowledge and understanding of the technologies that underpin our services and experience working in an agile environment
  • Ability to interact with technical specialists and to decompose services into logical processes to aid investigation and triage of live service incidents
  • Able to quickly absorb and assimilate large amounts of technical and business information to identify the most appropriate course of action to ensure consistent quality
  • Ability to take a logical approach to problem identification, solutioning workarounds, root cause investigation and lead participation in Post Incident Reviews.
  • Competencies

  • ITIL v3 Foundation certified
  • Proven track record of delivering results in Service Management disciplines
  • Production of high quality documentation
  • AboutUs

    Barclaysis a transatlantic consumer, corporate and investment bank offering productsand services across personal, corporate and investment banking, credit cardsand wealth management, with a strong presence in our two home markets of the UKand the US.

    Our goal is to become the bank of choice by providing superiorservices to customers and clients and supporting our stakeholders via a commerciallysuccessful business that generates long-

    term sustainable returns.

    Riskand Control Objective

    AllBarclays colleagues have to ensure that all activities and duties are carriedout in full compliance with regulatory requirements, Enterprise Wide Risk ManagementFramework and internal Barclays Policies and Policy Standards.


    Tobe considered for this role, click on the apply button now.

    BarclaysValues & Diversity

    Dynamicworking gives everyone at Barclays the opportunity to integrate professionaland personal lives, if you have a need for flexibility then please discuss thiswith the hiring manager.

    We are an equal opportunity employer and we areopposed to discrimination on any grounds. It is the policy of Barclays toensure equal employment opportunity without discrimination or harassment on thebasis of race, colour, creed, religion, national origin, alienage orcitizenship status, age, sex, sexual orientation, gender identity orexpression, marital or domestic / civil partnership status, disability, veteranstatus, genetic information, or any other basis protected by law.

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