Service Management

Department Overview

BTSO, Community Banking and Premier

Responsible for the IT service provided by technology to our business stakeholders.

Role Purpose

The AVP SEM is responsible for the management of stakeholders at various levels within their Operational area, and their associated Business Services. They are also responsible for providing support to BA4 SEMs in the team to ensure successful management and engagement.

Key Accountabilities
Stakeholder Management (40%) Reactive Act as a point of escalation for all Service Engagement activity across the RtB unit Act as key point of contact for the Business within the RTB Unit for their dedicated location(s) Stakeholder Management (60%) Proactive Build and maintain relationships with a range of stakeholders in the business and technology teams across Towers aswell as for the Services they are accountable for. Chair regular service reviews with the business areas to formally review and document performance against SLA/OLA's issues and log successes. Work with the other SEMs to ensure best practice is delivered and CSI is standard practise to drive improvements. Proactively seek improvements to ensure the SEM service provided is of the highest standard. Complete service improvements under the direction of the team both within the specific BTSO unit and the wider BTSO ranging from specific application issues through to overall MI reporting and internal incident management processes. Undertake regular site visits at assigned locations and support the Operational Teams in the delivery of site-related improvements and small change activity (such as process on boarding, location moves, etc.) Negotiating and agreeing funding for small change with the business Level of accountability

Person Specification
Proven customer service/ liaison skills in dealing with clients and customers at all levels including difficult and demanding stakeholders. Able to quickly absorb and assimilate large amounts of technical and business information to identify the most appropriate course of action to ensure consistent quality In depth working knowledge of the numerous Retail business areas and the systems used. Understanding of peak trends and system usage to assist in forward planning to prevent incidents, identify potential hot spots Able to work effectively in extreme high pressure situations where critical service availability is compromised and/ or Barclays reputation is at stake Excellent facilitation, negotiating and influencing skills. Able to manage virtual teams of people to reach a consensus and capable of passing these skills on in a multi-cultural environment Fully competent in using audio and video conferencing facilities Exceptional written communication skills; ability to write ad-hoc and formal reports. This will assume a detailed working knowledge of all Microsoft Office Tools (Word, Excel, PowerPoint, Visio etc) Professional approach to all activities; able to act as an ambassador for the team using formal presentation skills. Able to keep up to date with general technology advances, in order to provide innovative ideas for Service

Risk and Control Objective
All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards

Benefits

Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.

Our Culture

Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.

Barclays is an equal opportunity employer and are opposed to discrimination on any grounds.For more detailed information, please visit our dedicated Diversity and Inclusion site here .



Salary: . Date posted: 12/04/2017