Job Title: Service Management Specialist
Organization: Barclays Bank
UK
UK
Duty Station: Kampala,
Uganda
Uganda
Reports to: Head of
Technology
Technology
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.
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.
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
Responsibilities:
Responsibilities:
Service Availability: 50%
·
Ensure technology incidents and problems are
managed within SLA
Ensure technology incidents and problems are
managed within SLA
·
Manage problem management meetings
Manage problem management meetings
·
The jobholder will manage the record management
related to UAT and Change Releases.
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.
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.
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
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.
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.
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
Drive performance improvement in Incident,
Change Release, UAT & Problem Management
·
Producing periodic (scheduled & ad hoc) MI
on 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
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
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
Identify service needs for the Business Units
represented to IT
·
Escalate Business unit service issues to the
Head of GTIS and Head of Technology
Escalate Business unit service issues to the
Head of GTIS and Head of Technology
·
Communicate service status on service issues to
the Business Unit
Communicate service status on service issues to
the Business Unit
·
Offer support in SLA negotiation efforts with
Business Unit(s)
Offer support in SLA negotiation efforts with
Business Unit(s)
·
Report on quality of services rendered to
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.
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
executed.
Determine and analyse development needs for the
team and ensure that identified training requirements are budgeted for and
executed.
·
Establish and maintain a succession plan for the
team.
Establish and maintain a succession plan for the
team.
·
Manage the leave schedules of the team to ensure
compliance with Leave requirements while maintaining adequate coverage of BAU.
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.
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.
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.
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.
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.
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
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
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.
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.
Contribute and deliver to the improvement of the
risk profile by delivering improved governance, risk management, controls and
compliance requirements.
Qualifications, Skills and
Experience:
Experience:
·
The ideal candidate for the Barclays Bank
Service Management Specialist job placement must hold a B.Comm and or BSc
(Computing /IT)
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
Equivalent
Possess ITIL Managers Certification or
Equivalent
·
ITIL v3 Expert
ITIL v3 Expert
·
At least five to ten years’ experience in IT
exposure
At least five to ten years’ experience in IT
exposure
·
At least three years’ service management
experience
At least three years’ service management
experience
·
At least two years’ experience in a Leadership
role
At least two years’ experience in a Leadership
role
·
Translate Bus Requirements to Tech Solutions
(Solid)
Translate Bus Requirements to Tech Solutions
(Solid)
·
Good negotiation skills (Solid)
Good negotiation skills (Solid)
·
Strategic Thinking (Solid)
Strategic Thinking (Solid)
·
ITIL – Governance Framework (Solid)
ITIL – Governance Framework (Solid)
·
Excellent communication Skills (Written and
Verbal) (Solid)
Excellent communication Skills (Written and
Verbal) (Solid)
·
Subject matter expertise (Solid)
Subject matter expertise (Solid)
·
Broad knowledge and understanding of the IT
service delivery within a corporate environment (Advanced)
Broad knowledge and understanding of the IT
service delivery within a corporate environment (Advanced)
·
Conceptual thinking skills (Solid)
Conceptual thinking skills (Solid)
·
Ability to analyse, make decision and initiate
act (Solid)
Ability to analyse, make decision and initiate
act (Solid)
Personal Competencies:
·
Deciding and initiating action
Deciding and initiating action
·
Learning and researching
Learning and researching
·
Entrepreneurial and commercial thinking
Entrepreneurial and commercial thinking
·
Relating and networking
Relating and networking
·
Adapting and responding to change
Adapting and responding to change
·
Persuading and influencing
Persuading and influencing
·
Creating and innovating
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.
Barclays in the aforementioned capacity should apply online at the link below.
Deadline: 12th
October, 2016
October, 2016
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