Business Area: Group Technology Service Management
Area of Expertise: Technology
Contract: Permanent
Reference Code: JR\-0000109678
Join us as an HR Application Service Manager at Barclays where you will spearhead the evolution of our infrastructure and deployment pipelines, driving innovation and operational excellence. You will harness cutting\-edge technology to build and manage robust, scalable and secure infrastructure, ensuring seamless delivery of our digital solutions.
To be successful as an HR Application Service Manager , you should have experience with:
IT Service Management (ITSM): Strong experience in Incident, Problem, Change, and Service Request management (ServiceNow preferred), with a focus on SLA adherence and service stability.
HR Technology Platforms: Hands\-on experience managing HR systems such as Workday, ServiceNow , or similar enterprise HR applications.
Vendor \& Stakeholder Management: Proven ability to manage third\-party vendors and engage with business stakeholders to ensure service delivery, issue resolution, and performance governance.
Production Support \& Operations: Experience in managing L1/L2/L3 support models, troubleshooting complex issues, and driving root cause analysis (RCA) and permanent fixes.
Some other highly valued skills may include
Automation \& Continuous Improvement: Exposure to automation tools and initiatives to improve operational efficiency and reduce manual effort.
Monitoring \& Observability: Experience with application monitoring tools and proactive alerting frameworks.
Governance \& Compliance: Understanding of audit, risk, data privacy, and resilience frameworks
Agile \& Transformation Exposure: Experience working in Agile environments and supporting HR transformation or digital initiatives.
You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job\-specific technical skills.
The role is based out of Pune.
*Purpose of the role**
To manage the IT Services department and set the strategic direction, provide support to the bank's senior management team, and to manage IT Service risk across the organisation management of IT Services to support the banks operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation.
*Accountabilities**
Development of strategic direction for IT Services, including the implementation of up\-to\- date methodologies and processes.
Management of the IT Services department, including oversight of IT Services colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness. .
Relationship management of IT Services stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
Development and implementation of policies and procedures for IT Services, implementation and adherence of control targets and standards, policies and procedures for IT Services, managing adherence to group SLAs and controls associated with core technology production activities in incident, problem, and change.
Management of IT Services risk, including identification of potential IT Services risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s change and compliance functions. .
Monitoring the financial performance of the IT Services department, including revenue, profitability, and cost control, driving value from any commercial agreements, strong management of any directly controlled costs etc.
Management of IT Services projects, including driving successful research and related product launches, and deliverance of integrated solutions to clients.
Effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.
*Analyst Expectations**
To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
Requires in\-depth technical knowledge and experience in their assigned area of expertise
Thorough understanding of the underlying principles and concepts within the area of expertise
They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
Will have an impact on the work of related teams within the area.
Partner with other functions and business areas.
Takes responsibility for end results of a team’s operational processing and activities.
Escalate breaches of policies / procedure appropriately.
Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
Advise and influence decision making within own area of expertise.
Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
Maintain and continually build an understanding of how own sub\-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub\-function.
Make evaluative judgements based on the analysis of factual information, paying attention to detail.
Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
Guide and persuade team members and communicate complex / sensitive information.
Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.