Unified L1 Service Manager – RFT 4 views

Unified L1 Service Manager – RFT 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 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. 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. Building a fit-for-purpose Shared service operations and also ensure, lower cost of roll-out, lower operations cost, better scalability, proper processes/templates implementation and higher resources utilization. Responsible for day to day operations and strategic direction of the Unified L1 service for the RFT & Functions business unit and is accountable to Head of Unified L1 Service Management for service quality and levels. The Service Manager will be responsible for monitoring and managing the successful delivery of the Unified L1 service, working with RFT & Functions GTSM and Vendor to ensure that they are structured appropriately to deliver both direct and indirect business benefits. In order to achieve such benefits, this role requires a high level of change management experience, including challenging, inspiring and leading the Vendor team, including managing senior stakeholders. The role also requires focus on IT governance, risk assessment, controls assurance, risk tracking/reporting and audit liaison. The individual should be able to work with others within the GTSM-GTIS organisations, with the end goal of improving the L1 services that are delivered. What will you be doing Demonstrate an extensive experience of supporting multiple major and critical core banking applications preferably should possess functional knowledge of the business unit/area he/she owns. Assess the impact of new services which will be introduced to the L1 team, can take necessary action to redistribute resources and activities to manage the impact, and can identify accurately and in a timely fashion when additional resourcing is required. Resolves and acts as a L1 front face during major incidents and fluently applies escalation and notification procedures for incidents to senior stakeholders within RFT & Functions GTSM Manage Vendor risks and controls, ensuring regular reviews with RFT & Functions GTSM leads to agree continued management of mitigating controls or the development of a risk eradication plan Plan, communicate and coordinate service events which have a service or SLA impact, owning the communication plan to senior business stakeholders where and when appropriate. People Management – Act as mentor to Vendor teams and support analysts, assisting them to deliver a quality service to our business units and to ensure the team has the necessary tools/training/support to fulfil their role effectively. Will be required to act as an escalation point during out of office hours / weekends / holidays What we’re looking for: Strong experience in managing or leading large support teams & working within an ITIL Environment (Essential) Experience leading a virtual Vendor team (100+) in managed service model and vendor management experience is a plus Demonstrable experience as a senior leader who has worked in complex operating environments. The candidate will ideally have achieved success in organisations of similar scale and complexity. Proven experience engaging/influencing MD-D level executives A Service orientated mind-set and history of delivering solutions to promote best in class customer experience Excellent data management skills – ability to extract relevant data, derive insights and form business cases based on benefits analysis Prior complex IT ‘carve-out’ experience is a plus Skills that will help you in the role: Actively seeks to understand business unit requirements and expectations Builds strong relationships with BU stakeholders and promotes the work of their department Works in partnership with the BU to enhance systems and processes Involves senior leaders at appropriate times to show shared services commitment to its BU/Client 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. Our Values 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. Our Diversity We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals. Our Benefits Our customers are unique. The same goes for our colleagues. That’s why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our flexible working options for colleagues. If you have a need for flexibility, then please discuss this with us.

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