Sign In
 [New User? Sign Up]
Mobile Version

Support Manager

Job Code:
  • Banking & Finance
Applying for this job will take you to an external site
  • Shortlist
  • Email Friend
  • Print

Job Details

Overall purpose of role o To ensure operational stability of all applications by implementing and managing Service and Application Management best practices (ITIL). o To improve the overall quality of the applications being deployed/enhanced during the complete lifecycle of an application. o To manage and reduce the long term cost of running and supporting applications. o To establish relationships across the GRCB Technology organisation, business areas and suppliers in order to deliver a cost effective Application Support service. o To manage the smooth transition of all GRCB project deliverables into the production environment, ensuring agreed benefits are realised. o Be a role model for GRCB Technology staff through own behaviour and effective decision making Key Accountabilities and Skills required o Service Management (30%) o Supplier Management (30%) o Client/Relationship Management (40%) o Essential o Management of day to day delivery of the application support services to the client from both external and internal suppliers and Barclays staff. o Resolution of operational issues within the Application Support teams, impacting on the overall Application Service Delivery. o Measure and monitor the operational performance against agreed service level agreements and associated cost models. o Definition of requirements for service management information for the management of the application services. o Management of risk profile of the applications throughout delivery and client sign-off, including delivery of appropriate Business Continuity Plans. o Management of the implementation of change against client plans, service plans, business and benefits cases for the applications. o Drive supplier performance to deliver required service performance levels including application of contract levers to drive value o Manage all audit, risk and governance requirements with supplier in support of BIA and Rigour Conformance Manager. o Manage the suppliers delivery of change into supplier operations to meet required timetables and budgets whilst ensuring service stability. o Tracking the realisation of business case benefits. o Develop appropriate performance metrics, manage supplier performance and lead regular performance reviews. Escalate performance issues to Group Sourcing relationship manager as appropriate and provide feed into Balanced Scorecard. o Manage transition and implementation of service suppliers. o Appropriate commercial analysis cost analysis, economic modelling, scenario planning and support service and cost benchmarking. o Demand aggregation and challenge. Communication of forecast volumes to vendor o Business case benefits realisation and tracking o Management of key SBU Client & stakeholder relationships in relation to the day-to-day delivery of the Service(s) including incident management and regular service performance reviews. o Definition of requirements for provision of service performance information for key stakeholders. o Assuring delivery of committed change in line with the service plan, including capacity provision. o Management of the successful implementation of service change ensuring operational stability. o Recommend selection and engagement of suppliers (within Group criteria) to deliver against agreed BAU service demand. o Work with ISD Service Management to review supplier performance against service performance targets and management of the consequences & exceptions. o Provide feedback on Supplier performance against service performance targets as part of AD/AM forum. o Provides input to the Service Operating Model for own service(s). o Ensure that dependencies on other services/functions are managed effectively. o Engage collaboratively with key stakeholders, both internal and external to Account Servicing Operations, to ensure effective working that benefits services and supplier management. o Influence via Client & Strategy managers the commercial management of the back-to-back commitments between suppliers and clients, supporting the development and delivery of service(s), including bid response. o Recommend and agree project delivery plans within designated areas of responsibility. o Ensure Service and supplier continuity and recovery plans are in place, ensuring risk profiles completed and reviewed to meet the requirements of the business. o Manage commercial performance of services and internal and external suppliers for Service(s), ensuring adherence to Group & regulatory requirements. o Optimise the processes used to manage the Service(s) and their adherence to process governance (delivery). o Manage delivery of service cost and risk benefits realisation for the service(s). o Instruct Finance Department to bill clients and pay suppliers. o Responsible for all identified operational risks within service(s)/suppliers and responsibility for the implementation of agreed actions to mitigate associated risks. o Provide recommendations to Client & Strategy team re high-level stretch targets for performance of the Service(s). Includes approval of client satisfaction targets re service performance. o Provide recommendations to Client & Strategy team re Service strategies and designs for the service(s) (including commercials), aligned to the service strategy and optimising group value. o Risk and Control All Barclays colleagues have to 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 Your Skills and Qualifications will include o Ability to manage relationships with clients & key stakeholders o Experience of supplier management with the ability to drive supplier performance & create win/win relationship o Experience of Service Management with the ability to manage performance, cost & risk to services o Strong communication, influencing & negotiation skills o Good analysis, problem solving & decision making skills o Effective cost analysis, budgeting & forecasting skills o o Business aware (eg Commercial & contract management) o Customer Service & Customer Satisfaction skills and especially managing services to client SLA s and able to seek client satisfaction feedback o Planning & Strategy skills (develop service plans and capable of benchmarking cost & performance of service). o Ability to manage services components & suppliers through application of Service & Supplier Management disciplines (eg ITIL) as appropriate. o Knowledge of Service Framework (SLA, OLA & Reporting, Service Maps, Service Cost Model, ORA etc) to manage services. o Knowledge of banks business models, product range & services o Knowledge of service costs, costing & reporting systems. o Broad knowledge of the operational & technical architectures within group and of suppliers where appropriate. o Aware of technical market developments, identifying trends and looking forward to future requirements when managing technical resources. o Must have experience of working in an Application Support environment in a service driven organisation and have a strong working knowledge of ITIL best practices. o Must have team leadership experience, particularly of work scheduling and planning tools and demonstrate an effective coaching style.
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-7


Application Programming | Desktop Support | System Administration
Applying for this job will take you to an external site


© Copyright 2015 Al Nisr Publishing LLC - powered by Gulf News