Embark on your journey with Barclays Technology as an Incident Manager. Here you will support service stability by helping manage a range of incidents ensuring that technical teams are focusing and coordinating their efforts to resolve. You will drive down customer incidents, reducing potential complaints and improving our overall service offering. Furthermore, you will identify common themes within incidents to pro-actively identify weakness and drive service improvement. To be successful as an Incident Manager you should have experience in: ● Understanding the incident lifecycle, Service First and other tools to enable analysis of incident volumes and trends. Engaging in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practices (in other areas, teams, companies, etc) to solve problems creatively and effectively. ● Co-ordinating remediation activity with external vendors and internal business and technology teams to resolve incidents and prevent impact to customers. ● Stakeholder management and communication skills, relationship management of IT Services stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services. Some other highly valued skills include: ● Ability to manage IT Services projects, including driving successful research, and deliverance of integrated solutions to clients. ● Ability to manage IT Services projects, including driving successful research, and deliverance of integrated solutions to clients. ● Ability to consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues. You may be assessed on the key critical skills relevant for success in the role such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills. The role is based out of our Technology Centre in Knutsford, Cheshire. Purpose of the role To manage the IT Services department and set the strategic direction, provide support to the banks senior management team, and to manage IT Service risk across the organisation management of IT Services to support the banks operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation. Accountabilities ● Development of strategic direction for IT Services, including the implementation of up-to-date methodologies and processes. ● Management of the IT Services department, including oversight of IT Services colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness. ● Relationship management of IT Services stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services. ● Development and implementation of policies and procedures for IT Services, implementation and adherence of control targets and standards, policies and procedures for IT Services, managing adherence to group SLAs and controls associated with core technology production activities in incident, problem, and change. ● Management of IT Services risk, including identification of potential IT Services risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s change and compliance functions. ● Monitoring the financial performance of the IT Services department, including revenue, profitability, and cost control, driving value from any commercial agreements, strong management of any directly controlled costs etc. ● Management of IT Services projects, including driving successful research and related product launches, and deliverance of integrated solutions to clients. ● Effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations. Assistant Vice President Expectations ● Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues. ● Identify ways to mitigate risk and developing new policiesprocedures in support of the control and governance agenda. ● Take ownership for managing risk and strengthening controls in relation to the work done. ● Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function. ● Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy. ● Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practices (in other areas, teams, companies, etc) to solve problems creatively and effectively. ● Communicate complex information. Complex information could include sensitive information or information that is difficult to communicate because of its content or its audience. ● Influence or convince stakeholders 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.