Job Description

Purpose of the role

To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations. 

Accountabilities

• Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients. Develop the support model and service offering to improve the service to customers and stakeholders.
• Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.
• Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing.
• Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
• Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
• Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.
• Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency. Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.

Director Expectations

• To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..
• They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
• Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
• Escalates breaches of policies / procedure appropriately.
• Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
• Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
• Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
• Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
• Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
• Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
• Negotiate with and influence stakeholders at a senior level both internally and externally.
• Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
• Mandated as a spokesperson for the function and business division.

All Senior 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.

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.

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any another type of compensation or benefits that may be available.

Barclays employees are eligible for a suite of a 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.

This is an excellent opportunity to join Group Technology Service Management (GTSM) and lead Markets Post Trade services, driving resilience, stability and performance across Global Markets Operations.

Key Responsibilities

• Lead Technology Service Management for Markets Post Trade services supporting Global Markets Operations across Equities, Fixed Income, FX and Prime Services.
• Drive the availability, performance and stability of technology services, including Cash & Liquidity Management, Securities Settlements, Inventory Management, Asset Servicing, Confirmations, Reconciliations, Regulatory Reporting and Trading Controls.
• Oversee global Service Management teams, building effective partnerships with senior stakeholders across Technology, Operations, Vendors and Financial Market Infrastructures to align priorities and business outcomes.

Skills and Experience

• Deep understanding of reliability engineering practices, including observability, availability, capacity management, performance optimisation, service level management, automation and toil reduction.
• Expertise in resilience principles, including service recovery and sustainability, high availability, resilience testing, business continuity, cyber resilience and regulatory obligations.
• Strong understanding of technology control frameworks and effectiveness, alongside service risk and incident, problem and change management disciplines.
• Knowledge of cyber security principles, identity and access management, data protection and security controls across critical technology services.
• Experience applying AI-enabled capabilities to improve service management, identify workload drivers, enhance operational efficiency and strengthen service outcomes.

Purpose of the Role

To enable business growth, client experience and operational performance across Global Markets Operations by ensuring the availability, stability and resilience of Post Trade Technology services.

Accountabilities

• Develop and implement service management strategies, operating models and improvement plans aligned to business priorities, regulatory obligations and service outcomes.
• Lead Major Incident Management, ensuring effective response, service recovery, stakeholder communications, post-incident reviews and lessons learned.
• Drive service availability, stability and performance through effective monitoring, observability and capacity planning, while continuously improving service resilience and recovery.
• Oversee service transition, ensuring new services are introduced into production with appropriate governance, supportability and operational readiness.
• Maintain effective governance across the end-to-end change lifecycle, balancing service stability, delivery objectives and risk management.
• Strengthen the technology control environment, and lead proactive service risk management, risk remediation and governance oversight across the service portfolio.
• Lead and develop high-performing Service Management teams, strengthening leadership capability, organisational effectiveness and talent development across global teams.