Service Management Specialist Job Careers – Barclays Bank UK

Organization: Barclays Bank
Duty Station: Kampala,
Reports to: Head of
About US:
Barclays Bank provides corporate banking solutions to businesses with
an annual turnover of more than £5 million in the UK, and to large local
companies, financial institutions and multinationals in non-UK markets. We
support the success and growth of our clients by providing lending, risk
management, cash and liquidity management, trade finance, and asset and sales
financing. Barclays moves, lends, invests and protects money for customers and
clients worldwide.  With over 300 years
of history and expertise in banking, we operate in over 50 countries and employ
over 140,000 people.
Job Summary: The Service
Management Specialist will act as the single point of contact for Technology.
The jobholder will also take ownership of Help Desk and Incident management
processes, providing guidance, support and leadership in coordinating Incident
& Problem Management, Release Management and User Acceptance Testing for
all bank system changes/enhancements. The incumbent will also act as a link
between Business Units, IT, and offshore support teams for In-country Release
management on all the periodic releases (changes) in the IT systems.
Key Duties and
Service Availability: 50%
Ensure technology incidents and problems are
managed within SLA
Manage problem management meetings
The jobholder will manage the record management
related to UAT and Change Releases.
In charge of consolidating the sanity testing
and live proving plan for release management.
Follow up of Live proving results and update the
stakeholders appropriately.
Main contact point for the testing within the
Business (IT, Operational areas and centers) and outside with International
testing team
Ensure the successful ongoing operation of the
IT Service Desk functions.
Identify any Gaps existing/ Assist in the
development of test cases/scripts (show initiative) for UAT testing in support
of the business units.
Drive performance improvement in Incident,
Change Release, UAT & Problem Management
Producing periodic (scheduled & ad hoc) MI
on Incident, Change Release, UAT & Problem Management
Coordinate the availability management of all
test environment to ensure they are available as and when required
Ensure all incidents are logged and escalated
accordingly where need arises
Product and Business Management: 25%
Identify service needs for the Business Units
represented to IT
Escalate Business unit service issues to the
Head of GTIS and Head of Technology
Communicate service status on service issues to
the Business Unit
Offer support in SLA negotiation efforts with
Business Unit(s)
Report on quality of services rendered to
Business Unit(s)
People Management: 25%
Develop a high performing team by embedding
formal performance development and informal coaching. Encourage frequent
knowledge sharing between team members.
Determine and analyse development needs for the
team and ensure that identified training requirements are budgeted for and
Establish and maintain a succession plan for the
Manage the leave schedules of the team to ensure
compliance with Leave requirements while maintaining adequate coverage of BAU.
Address poor performance of any team member
through the formal Performance review and ensure that continued poor
performance is appropriately dealt with.
Motivate team members and ensure that their
efforts are recognised.
Actively participate in the creation and
implementation of Employee Opinion Survey (EOS) actions for the team.
Risk, Governance and Regulatory:
Build relationship with country Technology Risk
and Compliance team and provide support wherever required.
Ensure that processes and controls are executed
in daily work and understand the reasons for the controls and the consequences
for failing to adhere to prescribed processes.
Test a sample of activities on a weekly basis by
reviewing documentation and checking work completed by team members to see if
control requirements are being adhered to. Coach the team members on areas for
improvement and highlight major failures to the manager of the area
Provide evidence/supporting documents to
auditors or management assurance consultants during formal reviews
Make team members aware of all changes to
policies, processes and procedures that are being planned for the area and
ensure that they are able to incorporate the changes on the effective date.
Ensure that team members read circulars that are relevant to the area and
answer questions they may have.
Contribute and deliver to the improvement of the
risk profile by delivering improved governance, risk management, controls and
compliance requirements.
Qualifications, Skills and
The ideal candidate for the Barclays Bank
Service Management Specialist job placement must hold a B.Comm and or BSc
(Computing /IT)
Possess ITIL Managers Certification or
ITIL v3 Expert
At least five to ten years’ experience in IT
At least three years’ service management
At least two years’ experience in a Leadership
Translate Bus Requirements to Tech Solutions
Good negotiation skills (Solid)
Strategic Thinking (Solid)
ITIL – Governance Framework (Solid)
Excellent communication Skills (Written and
Verbal) (Solid)
Subject matter expertise (Solid)
Broad knowledge and understanding of the IT
service delivery within a corporate environment (Advanced)
Conceptual thinking skills (Solid)
Ability to analyse, make decision and initiate
act (Solid)
Personal Competencies:
Deciding and initiating action
Learning and researching
Entrepreneurial and commercial thinking
Relating and networking
Adapting and responding to change
Persuading and influencing
Creating and innovating
How to Apply:
All suitably qualified and interested candidates who wish to join
Barclays in the aforementioned capacity should apply online at the link below.
Deadline: 12th
October, 2016
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