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Location

Knutsford, Cheshire | United Kingdom

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Job description

Service Manager Amazon
Knutsford

As a Barclays Service Manager Amazon, you will get an exciting opportunity to perform a critical role in a newly formed Service Management team responsible for the Service Management for the new Amazon Co-branded Credit Card Partnership service across multiple platforms. You will need considerable experience of working in an ITIL process related discipline and environment and proven skills in dealing with clients and customers during high severity and high impacting service disruption incidents.

Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

What will you be doing?
• Responding to and dealing with High Severity incidents to identify issues and restoring service within the Amazon recovery SLAs
• Accounting for meeting communication and technical escalation management, contractual Amazon SLAs acknowledgement and timely updates
• Leading Change Management across end to end components (3rd Party Credit Reference Agencies), providing forward view of change/planned outage notification communication
• Managing and driving through root cause analysis of incidents, post incident reviews meeting Amazon SLAs, identifying trends to prove an effective interface into Problem Management with remediation and improvement plans, working across multiple team 
• Ensuring that Service Readiness Acceptance Criteria is met to accept change and new services into Production
• Maintaining Risk and Control compliance measurements for owned services and path to green with accountable owners for any breaches
• Accounting for on-going maintenance of all relevant service documentation in line with agreed standards on the Command Centre Smart Search site
• Dealing with Service Risk Management and reviews; presenting, identifying and reviewing risks, working alongside CIO to remediate and reduce to tail end risks

What we’re looking for:
• ITIL v3 or above certified or relevant experience in an ITIL environment and excellent communication and stakeholder management skills
• Experience and/or exposure with Service Risk and Control Governance (Technical Resilience, Capacity Management, Service Level Agreements, Configuration Management, Incident, Problem and Change Management, Data Backup and Recovery)
• Proven track record of delivering results in IT Service Management disciplines
• Service Risk Management experience; and familiarity with PowerPoint and Excel for analysing and presenting information for Service Reviews, Risks, Service Improvement

Skills that will help you in the role:
• Experience with Service Now/Service First Service Management tool and experience working in a Financial Industry with Technology
• Experience of managing end to end services or customer journey
• 3rd Party Management relationship experience
• Knowledge of APIs (RAML, Service Mesh), aPaaS hosted applications & services, and Cloud Technologies, AWS, Openshift

Where will you be working?
You will be based in Radbroke, Knutsford. The Barclays Technology Campus just outside Manchester is our tech command centre and a vital strategic powerhouse behind our global operations. The campus is set in a 64 acre self-contained site, in a beautiful green environment and it offers unrivalled facilities for work and for play. We have an onsite gym, as well as outdoor tennis, football and cricket areas, as well as onsite restaurant and coffee shops.

#LI-Hybrid 
#management Read more

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Job tags

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Salary