Job Description
Job Title: Service Manager - UAM & IAM
Location: 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.
Hybrid Working
BBPLC – All locations
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. Please discuss the detail of the working pattern options for the role with the hiring manager.
Introduction:
As the UAM & IAM Service Manager, the person will support the Central Access Management team in the stability, control and resiliency agenda. This individual will possess a customer-centric mindset to provide stakeholder management via regular communication forums with service recipients and within all business areas in Barclays and work with Infrastructure teams, GTSM teams and the RFT & Functions Build team to ensuring the service meets the business requirements. The individual will apply service management principles and practices for the processes such as IPC (incident, problem , change) and will be responsible for service & control reporting and governance.
What will you be doing?
• Overall accountability for day to day operation, seamless and smooth functioning of all the applications, processes and business deliverables.
• Create and maintain service management artifacts including SLA, service catalog, support model, incident severity matrix etc.
• Provide support to the business and stay closely informed (e.g., clearly understand and be able to articulate the issue, and expected resolution timelines) and ensure central access team has the right level of support engaged to resolve the issue.
• Hold regular (monthly / weekly) briefing sessions with business stakeholders on pending access management provisioning
• Provide insights into stability trends by analysing and theming incoming incidents and providing updates on problem resolution.
• Measure and execute service improvement initiatives to improve availability, capacity, stability & performance of IAM IT services in conjunction with GTIS, GTSM and Functions BTB teams.
• Drive monitoring and supportability improvements in line with service management best practices to deliver a world class service delivery capability for the Central access management team
• Drive Major Incident Management for all of the IAM services supported by Central Access Management L2.
• Carry out service governance to ensure that all service management standards & security controls are met and if not a plan is in place to drive adherence.
• Proactive risk and issues identification. Manage risk assessments and be accountable for any internal / external audit related deliverables for the team.
What we're looking for:
This is a senior role in the team and the role holder will work in partnership with Business and Technology leads to manage application stability, service reviews and incident ownership. The role is proactive in managing senior stakeholder expectations , driving improvement initiatives & virtually leading teams across geographies.
Skills that will help you in the role
• Certified or excellent knowledge of ITIL Service operations principles
• Working knowledge of the Access Management toolset.
• Customer-service Mindset; excellent stakeholder management skills
• Excels in working in a face-paced work environment; able to respond decisively to unexpected events
• Drives, monitors, and measures strategic actions end-to-end through completion
• Strong problem-solving, decision-making skills and analytical ability
• Proficient in the use of Microsoft Excel and PowerPoint for the review and representation of data
• Experience of operating within large scale shared services organisations
• Understanding of Barclays and its internal structures
• Usage and Reporting of Service First
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.
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.
#Change Delivery and Service Management
Location: 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.
Hybrid Working
BBPLC – All locations
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. Please discuss the detail of the working pattern options for the role with the hiring manager.
Introduction:
As the UAM & IAM Service Manager, the person will support the Central Access Management team in the stability, control and resiliency agenda. This individual will possess a customer-centric mindset to provide stakeholder management via regular communication forums with service recipients and within all business areas in Barclays and work with Infrastructure teams, GTSM teams and the RFT & Functions Build team to ensuring the service meets the business requirements. The individual will apply service management principles and practices for the processes such as IPC (incident, problem , change) and will be responsible for service & control reporting and governance.
What will you be doing?
• Overall accountability for day to day operation, seamless and smooth functioning of all the applications, processes and business deliverables.
• Create and maintain service management artifacts including SLA, service catalog, support model, incident severity matrix etc.
• Provide support to the business and stay closely informed (e.g., clearly understand and be able to articulate the issue, and expected resolution timelines) and ensure central access team has the right level of support engaged to resolve the issue.
• Hold regular (monthly / weekly) briefing sessions with business stakeholders on pending access management provisioning
• Provide insights into stability trends by analysing and theming incoming incidents and providing updates on problem resolution.
• Measure and execute service improvement initiatives to improve availability, capacity, stability & performance of IAM IT services in conjunction with GTIS, GTSM and Functions BTB teams.
• Drive monitoring and supportability improvements in line with service management best practices to deliver a world class service delivery capability for the Central access management team
• Drive Major Incident Management for all of the IAM services supported by Central Access Management L2.
• Carry out service governance to ensure that all service management standards & security controls are met and if not a plan is in place to drive adherence.
• Proactive risk and issues identification. Manage risk assessments and be accountable for any internal / external audit related deliverables for the team.
What we're looking for:
This is a senior role in the team and the role holder will work in partnership with Business and Technology leads to manage application stability, service reviews and incident ownership. The role is proactive in managing senior stakeholder expectations , driving improvement initiatives & virtually leading teams across geographies.
Skills that will help you in the role
• Certified or excellent knowledge of ITIL Service operations principles
• Working knowledge of the Access Management toolset.
• Customer-service Mindset; excellent stakeholder management skills
• Excels in working in a face-paced work environment; able to respond decisively to unexpected events
• Drives, monitors, and measures strategic actions end-to-end through completion
• Strong problem-solving, decision-making skills and analytical ability
• Proficient in the use of Microsoft Excel and PowerPoint for the review and representation of data
• Experience of operating within large scale shared services organisations
• Understanding of Barclays and its internal structures
• Usage and Reporting of Service First
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.
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.
#Change Delivery and Service Management
💡 Quick Summary
Seeking a career-building opportunity? The Service Manager position is now open for candidates interested in the Bank Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
