SERVICE RECOVERY MANAGER

As a Barclays Service Recovery Manager, you will perform ITIL aligned Major Incident Management for Barclays Bank plc and provide Service Recovery functions to Run the Bank and Technical Support teams to prevent or mitigate service impact to our Customers, Clients, and Colleagues. You will also be accountable for oversight and control of all Major Incidents & the provision of a full end-to-end Major Incident Service Offering, such as managing MIH channels and conference calls, facilitating service recovery, gathering required support teams.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

WORKING FLEXIBLY

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes 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.

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances.

Please discuss the detail of the working pattern options for the role with the hiring manager.

WHAT WILL YOU  BE DOING?

•     Acting as the focal point for all Incident escalations, through management of Hotlines, Notify Chat Channels, Team Mailbox and in-person escalations

•     Ensuring escalations are dealt with via the MIH process or an accountable owner is assigned to progress via Standard Incident Management

•     Serving as custodians of service (Gatekeeper function), taking ownership of un-owned issues, thus maximising potential to prevent MIH escalation

•     Enhancing the MIM service offering, identifying and driving initiatives through to completion documenting, and presenting benefits to Command Centre Management

•     Demonstrating close alignment to Barclays Values at all times throughout performance of all accountabilities

•     Training or up-skilling colleagues, determining skills gaps & opportunities to strengthen capabilities of the global team, and driving training and coaching to mitigate gaps

•     Assisting Planned Works/Major Events, such as DR Tests, and formal Major Event invocation

WHAT WE’RE LOOKING FOR:

•     Graduate degree holder or from college

•     Good written & verbal communication skills

•     Customer-driven with great customer service and liaison skills between Command Centre and multiple technical / business auxiliary areas and customers

•     History of exposure to business and support areas

SKILLS THAT WILL HELP YOU IN THE ROLE:

•     Business and commercial awareness of all Operations &Technology managed Barclays Group services

•     Experience I Business Risk and SARBOX 

•     Flexibility with working hours to meet the demands of the job, i.e., attend on site at peak times or in the event of serious incidents, sometimes at short notice

•     Formal accreditation, e.g., ITIL Green Badge, Kepner-Tregoe accreditation in problem-solving and decision-making

WHERE WILL YOU BE WORKING?

At Barclays, we are proud to be redefining the future of finance and here at Whippany we are defining the future of the workplace and the future of the way we work and live. We are creating a unique community, one of four strategic tech-enabled hubs that will redefine opportunity for everyone who works here. Whatever you do at Whippany, you’ll have every chance to build a world-class career in this world-class environment.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 50 countries and employing around 83,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.