Barclays

Job Title: Senior Service Ops Manager

Location: Pune

About Barclays

Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective

Take ownership for managing risk and strengthening controls in relation to the work you do.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs

Hybrid Working 

Structured hybrid role: 

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Introduction 

The Senior Service Ops Manager is accountable for all aspect of service management, operation management and supplier management for Global Mobile and Print services. This is a leadership role which leads other Managers to delivery effective and efficient services and the owner for day to day service operations across the Globe in 25+ countries.

• Principal point of contact for both internal and external stakeholders and drive best practices for service and operation management. Lead & drive resolution of any Major issue or escalation.
• Service Level & Performance Management – manage the service to achieve or exceed defined operational service performance standards.
• Operation Management – manage day to day operation and ensure delivery of IPC (Incident , Problems and Change) and Request fulfilment. Ensure hardware asset management delivery and manage ordering, stock and disposal of hardware.
• Service Risk and Compliance- maintain risk and compliance position for the service, including business continuity, service maintenance, and be the primary interface for audit activity.
• Supplier Management –be the primary interface into vendors for BAU management of service and conduct appropriate service governance with supplier to enhance relationships, improve performance and ensure adherence to Bank’s supplier management controls.
• Stakeholder Management- acts as primary contact for key stakeholders to manage any escalation as well as manage their expectations.
• Service Finance – maintain service finance and cost management including review of actual vs. budgets, Revised Annual Forecasts, ownership of supplier invoice payment, interface into Telecoms Expense Management function and any cost challenge initiatives.
• Service Improvement Plans – develop and deliver SIPs to achieve or exceed defined service performance standards.
• Leadership to ensure active co-ordination of technical resource across organisational boundaries and close liaison with the service operations, product management, transition and infrastructure functions to achieve optimum service performance. 

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 and improve performance against service & operations SLA, KPI, quality, cost and risk as well as customer satisfaction.
• Define, manage, document and communicate processes, facilitate regular process reviews and track process related improvements.
• Manage Service to IPC principles and maintain service stability.
• Implement and monitor controls to meet regulatory, security and other standards/policy as applicable in Bank.
• Track and own operational risks within service(s)/supplier remit and responsibility for the implementation of agreed actions to mitigate against those risks.
• 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.
• Work on bank’s supplier management requirements to ensure supplier management controls are met for all suppliers.
• Contribute to the successful delivery of committed demand for service growth and expansions.
• Support and manage new projects, change and programs.
• Define, coordinate collation and publicize management information need for the service in line with defined standards.
• Facilitate the acquisition of relevant service data, reports and insights to fulfill objective service reviews.
• Drive initiatives to reduce the number of process escalations and manage them effectively.
• Participation in commercial negotiations for the agreement of target supplier contracts for service delivery.
• Manage the cost model for services, how service is charged to the business and Identify and drive forward cost optimization 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.

What we’re looking for:

• 12+ years overall work experience and in that 6+ years’ experience in IT Service and Operations Management of global scale.
• Experience of voice and text recording, storage and retrival services
• Experience of independently communicating to senior stakeholders
• Experience in people management.
• Experience of managing multiple 3rd party suppliers at the same time
• Experience of successfully working within a matrix-management global Organisation

Skills that will help you in the role:

• ITIL foundation certificate and service related topics (Service Level Management, Service Operation 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 or print technology 
• Core understanding of risk management 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

Be More at Barclays

At Barclays, each day is about being more – as a professional, and as a person. ‘Be More @ Barclays’ represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.

Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

Purpose, Values and Mindset 

We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.

Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.

Respect

We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.

Integrity

We operate with honesty, transparency and fairness in all we do.

Service

We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.

Excellence

We champion innovation, and use our energy, expertise and resources to make a positive difference.

Stewardship

We prize sustainability, and are passionate about leaving things better than we found them.

Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.

Empower

Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.

Challenge

Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.

Drive

Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.

#Change Delivery and Service Management

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