Service Control Manager

Job Description

Purpose of the role

To execute the seamless delivery of IT services while maintaining a robust and secure control environment, utilising their expertise, control knowledge and leadership skills to safeguard sensitive data, mitigate operational risks and support the banks technology systems. 

Accountabilities

• Execution of support services across Operations and Technology (O&T) production functions, including incident management triage, management and escalation, event management, change management and batch processing management.
• Management and resolution of service requests, incidents, and problems prioritised by its severity to disrupt the bank's IT services.
• Analysis and improvement of service delivery processes to identify blocks, implement automation solutions to streamline workflows and ensure processes align to relevant regulatory requirements, through the utilisation of new and existing technologies and collaboration with various stakeholders.
• Development of detailed reports on service performance and trends and communicate key findings to relevant stakeholders to support decision making and promote a culture of security awareness.
• Development and maintenance of stakeholder relationships, including business united, technology teams, control functions and service provides, to align service delivery processes and effective communication.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.

Embark on a transformative journey as a Service Control Manager. At Barclays, our vision is clear – to redefine the future of banking and help craft innovative solutions. Within the Technology Command Centre, you'll play a key role in maintaining the stability and resilience of critical services supporting Barclays' global business lines. This highly visible position offers exposure to enterprise-wide technologies, major incidents, and senior stakeholders while helping deliver seamless experiences for clients and colleagues. You will coordinate across infrastructure and application teams, support service recovery and incident response, oversee change governance activities, and help drive continuous improvements in service stability, performance, and operational resilience.

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

• Experience resolving multifaceted operational issues through systematic assessment and critical thinking
• Knowledge of event monitoring tools and practices within enterprise technology environments
• Ability to assess service impact, prioritize actions, and coordinate effective resolution during service disruptions

Other highly valued skills include:

• Experience coordinating major incident response and service recovery activities
• Experience with enterprise monitoring and event platforms such as Netcool, ServiceNow, AppDynamics, Elastic, ThousandEyes, or Observe
• Considerable stakeholder communication skills, with the ability to provide clear updates during incidents and operational events

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, digital and technology, as well as job-specific technical skills.

This role is located in our Whippany, NJ office.

Minimum Salary: $80,000
Maximum Salary: $120,000

The minimum and maximum salary/rate information above include 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.