Service Manager
Barclays
Pune, India
4d ago

What will you be doing?

The role holder is responsible for managing a number of aspects of the service in line with ITIL principles :

  • Measure performance against service cost, risk, SLA, regulatory & secutiry standards for the service.
  • Contribute to the successful delivery of committed demand for service growth and expansions.
  • Execute the delivery processes to optimise IT service(s).
  • Track and own operational risks within service(s) / supplier remit and responsibility for the implementation of agreed actions to mitigate against those risks.
  • Define, coordinate collation and publicise management information need for the service in line with defined standards.
  • Facilitate the acquisition of relevant service data to fulfill objective service reviews.
  • Participation in commercial negotiations for the agreement of target supplier contracts for service delivery.
  • Define, manage, document and communicate core Service Management processes, facilitate regular process reviews and track process related improvements.
  • Successfully facilitate delivery of changes to service and SLAs.
  • Drive initiatives to reduce the number of process escalations and manage them effectively.
  • Manage the cost model for services, how service is charged to the business and Identify and drive forward cost optimistion opportunities
  • Develop new techniques / tools for use in support of services. Promotes services within the wider IT community. Takes an active role in the communication of global service ethos.
  • Manage Service to IPC principles and maintin service stability
  • Establish and manage operational relationship with suppliers, reviewing supplier performance against defined SLAs and OLAs, and raising service improvements where required, managing issues, and resolving disputes
  • What we’re looking for :

  • Organisational awareness and understanding of how service stability can be maximised through leveraging technology and process.
  • Ability to balance the goals of service & business unit along with the broader interests of the enterprise
  • Adept at managing workload effectively and prioritise tasks during rapidly changing prioritises and schedules.
  • Demonstrates competence in key areas of management and expertise including communication, staff direction and motivation, financial planning and control, quality management, risk analysis and the achievement of targets.
  • Performs work which requires the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts.
  • Demonstrates strong communication skills orally and in writing. This is formally and informally, to enable building of effective relationships across teams within Barclays, key stakeholders, customers and also supplier is an influential communicator.
  • Demonstrates extensive evidence of building strong relationships with other cultural regions across the globe. Should demonstrate how they have overcome challenges to make effective relationships and influenced others
  • Is able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own infrastructure specialism and making correct choices from alternatives.
  • Takes initiative to keep own skills up to date and maintain awareness of developments in the IT industry.
  • Can identify the specific functions and responsibilities and key customers and relationships of own IT department / function
  • Skills that will help you in the role :

  • 2+ years experience in IT Service Management And / Or Mobile or Print Services
  • Experience of independently communicating to senior stakeholders
  • Experience of managing 3rd party suppliers including contract renewals and finance management associated with the suppliers
  • Experience of successfully working within a matrix-management global Organisation
  • Desirable skills / Preferred Qualifications :

  • ITIL foundation certificate and service related topics (Service Level Management, Continuous Service Improvement, Service Strategy etc.)
  • Experience of working in a global organisation preferably spanning infrastructure, applications and / or operational environments
  • Experience of end user and collaboration technologies preferably mobile / telecom technology
  • Core understanding of risk mangagement and governance, including supplier governance
  • Core understanding of how to define, document and implement processes
  • Banking / financial services experience
  • Where will you be working?

    Pune

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