Service and Operations Manager

Job Overview

Service and Operations Manager responsible for managing the IT Services department and setting strategic direction. Provides support to senior management and manages IT service risk across the organisation.

Responsibilities

• Develop strategic direction for IT Services, including implementation of up to date methodologies and processes.
• Oversee the IT Services department, manage performance of staff, implement departmental goals and objectives, and monitor efficiency and effectiveness.
• Manage relationships with stakeholders, identify relevant stakeholders, and maintain quality of external third party services.
• Develop and implement policies and procedures for IT Services, ensuring adherence to control targets, standards, SLAs, and core technology production activities (incident, problem, and change).
• Identify and mitigate IT Services risks, aligning with change and compliance functions.
• Monitor financial performance of the department (revenue, profitability, cost control) and drive value from commercial agreements.
• Lead IT Services projects, delivering integrated solutions, and manage research and product launches.
• Maintain critical technology infrastructure, resolve complex technical issues, and minimise operational disruption.
• Provide strategic advice, influence decision making, and collaborate with other functions.

Expectations & Leadership

As a leader, expected to demonstrate the Barclays LEAD behaviours: Listen, Energise, Align, Develop. For individual contributors, expected to lead assignments, guide teams, analyse complex data, communicate effectively, and influence stakeholders.

Qualifications

• Experience in IT Service Management with strong ITIL discipline knowledge (Incident, Problem, and Change).
• Experience with automation and observability tool sets such as Ansible and Observe.
• Strong knowledge of AI with ability to apply to operational use cases.

Highly Valued Skills

• Broad knowledge of technology infrastructure products, including Cloud and Network based platforms.
• Incident Management - turning reactive to proactive.
• Change Management - balancing change rate with operational stability.

Assessment Criteria

Key critical skills relevant for success include risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, along with job specific technical skills.

Location

This role will be based in Knutsford.