Unified L1 Service Manager

Job Description As a Unified L1 Service Manager at Barclays, your role involves overseeing the day-to-day operations and strategic direction of the Unified L1 service for the RFT & Functions business unit. You will be accountable for ensuring service quality and levels, working closely with the Head of Unified L1 Service Management. Your responsibilities include: - Demonstrating extensive experience in supporting multiple major core banking applications and possessing functional knowledge of the business unit/area you own - Assessing the impact of new services introduced to the L1 team and reallocating resources as needed - Acting as a front face during major incidents and following escalation and notification procedures - Managing Vendor risks and controls, conducting regular reviews with RFT & Functions GTSM leads - Planning, communicating, and coordinating service events with service or SLA impact - Mentoring Vendor teams and supporting analysts to deliver quality service to business units - Acting as an escalation point during out-of-office hours, weekends, and holidays What we're looking for: - Strong experience in managing or leading large support teams within an ITIL Environment - Experience leading a virtual Vendor team and vendor management experience - Demonstrable experience as a senior leader in complex operating environments, engaging/influencing MD-D level executives - Service-oriented mindset and history of delivering solutions for best-in-class customer experience - Excellent data management skills for deriving insights and forming business cases Skills that will help you in the role: - Understanding business unit requirements and building strong relationships with BU stakeholders - Working in partnership with the BU to enhance systems and processes - Involving senior leaders to show commitment to BU/Client Location: Pune Barclays is a British universal bank with a commitment to providing a supportive and inclusive culture for its employees. The company values diversity and inclusion, trust, honesty, transparency, and sustainability in all its operations. If you are interested in learning more about Barclays, visit home.barclays/who-we-are/. As a Unified L1 Service Manager at Barclays, your role involves overseeing the day-to-day operations and strategic direction of the Unified L1 service for the RFT & Functions business unit. You will be accountable for ensuring service quality and levels, working closely with the Head of Unified L1 Service Management. Your responsibilities include: - Demonstrating extensive experience in supporting multiple major core banking applications and possessing functional knowledge of the business unit/area you own - Assessing the impact of new services introduced to the L1 team and reallocating resources as needed - Acting as a front face during major incidents and following escalation and notification procedures - Managing Vendor risks and controls, conducting regular reviews with RFT & Functions GTSM leads - Planning, communicating, and coordinating service events with service or SLA impact - Mentoring Vendor teams and supporting analysts to deliver quality service to business units - Acting as an escalation point during out-of-office hours, weekends, and holidays What we're looking for: - Strong experience in managing or leading large support teams within an ITIL Environment - Experience leading a virtual Vendor team and vendor management experience - Demonstrable experience as a senior leader in complex operating environments, engaging/influencing MD-D level executives - Service-oriented mindset and history of delivering solutions for best-in-class customer experience - Excellent data management skills for deriving insights and forming business cases Skills that will help you in the role: - Understanding business unit requirements and building strong relationships with BU stakeholders - Working in partnership with the BU to enhance systems and processes - Involving senior leaders to show commitment to BU/Client Location: Pune Barclays is a British universal bank with a commitment to providing a supportive and inclusive culture for its employees. The company values diversity and inclusion, trust, honesty, transparency, and sustainability in all its operations. If you are interested in learning more about Barclays, visit home.barclays/who-we-are/.