Job Description

Purpose of the role

To manage and implement the service management framework for internal service provision including management of contractual documentation, service change governance and performance reporting, collaborating with business stakeholders and facilitating a consistent and efficient approach across all global Service Management offices.

Accountabilities

• Management, oversight and implementation of the service management framework for internal service provision.
• Collaboration with teams across the bank to ensure adherence internal service management processes.
• Management of internal service change governance processes including oversight and maintenance of contractual agreements for internal service provisioning and oversight of BX hierarchy alignment.
• Development of reports and insights on internal service management performance and communicate findings to internal senior stakeholders.
• Participation in projects and initiatives to improve internal service management efficiency and effectiveness.
• Identification of areas for improvement to continually evolve internal service management through process improvement and automation, and work with business stakeholders to implement changes.

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.

Join us as a Service Manager at Barclays, where you'll drive operational excellence with end-to-end ownership of service delivery, ensuring performance meets agreed expectations while driving continuous improvement, robust governance, and effective change management. In this role, you’ll play a key role in enhancing digital services, leading service reviews, managing SLA performance, and ensuring issues are resolved efficiently, ultimately delivering seamless, high-quality customer experiences across a complex and evolving environment.

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

• Stakeholder management skills, adept at influencing senior executives, engaging at MD level, and negotiating with diverse internal and external service providers.
• Commercial and Operational Experience: Possess a robust commercial background with expertise in sourcing, supplier management, and risk management.
• Communication and Analytical Skills: Exhibits excellent written and verbal communication to manage upwards, with ample numeric and analytical abilities to distil complex data.

Some other highly valued skills may include

• Knowledge service management governance.
• Experience of regulatory engagement.
• Project management experience.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based in London.