Service Recovery Manager

To mitigate the impact of unexpected incidents by identifying, responding and resolving disruptions that threaten the banks IT services, operations and technological infrastructure through effective decision making and successful resource delegation. 

• Development, implementation and management of major incident management programmes.
• Execution of responses to reported incidents from various channels including email, phone and monitoring systems, prioritised by its potential impact to the bank's IT systems, and provide regular status updates to affected stakeholders.
• Analysis of logs, system data and user reports to identify the root cause of incidents and determine the necessary course of action to resolve or follow escalation protocols to escalate incidents to the relevant team or individual for assistance.
• Execution of regular tests and simulations to test response procedures in the event of an incident.
• Documentation and analysis of past incident details, the steps to resolution and lessons learnt from each case to support the identification of recurring issues in the future, implement preventive measures to minimize future occurrence and to build a comprehensive knowledge bases of known issues.

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• 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 will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

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.

Embark on a transformative journey as a Service Recovery Manager. At Barclays, our vision is clear –to redefine the future of banking and help craft innovative solutions. The service recovery function is critical to minimizing service disruption and protecting the experience of our customers, clients, and colleagues. In this role, you will play a pivotal role in supporting the response to major incidents, coordinating cross-functional teams, and driving rapid service restoration across multi-layered technology environments. This is a highly visible role that offers the opportunity to influence senior stakeholders, strengthen operational resilience, and make a measurable impact on the stability and reliability of critical banking services.

To be successful as a Service Recovery Manager, you should have:

• Demonstrated experience guiding the recovery of major incidents, coordinating technical teams, overseeing stakeholder communications, and driving service restoration within high-pressure, time-critical environments
• Extensive knowledge of IT Service, ITSM methodologies, including Incident, Problem, Change, Major Incident, and Service Continuity processes, ideally aligned to ITIL best practices
• Established ability to interpret sophisticated technical issues, assess business impact, enable timely agreements, and drive effective remediation and root cause resolution across infrastructure, application, network, and cloud services
• Considerable communication and stakeholder liaison skills, with the ability to provide clear, concise updates to senior executives, business stakeholders, support teams, and external vendors during service disruption events
• Experience leveraging operational monitoring, observability, automation, and collaboration tools to improve service resilience, reduce recovery times, and drive continuous improvement efforts

Other highly valued skills include:

• Experience with observability, monitoring, and event coordination platforms such as Dynatrace, AppDynamics, Splunk, BigPanda, Netcool, Observe, and ServiceNow
• Knowledge of infrastructure, cloud, networks, middleware, databases, authentication services, and end-user technologies to support effective technical triage and sound judgment during service disruptions and major incidents
• Experience identifying opportunities for process optimization, automation, AI adoption, and operational efficiency improvements that reduce service disruption and recovery times
• Demonstrated ability to build good partnerships across Technology, Operations, Cyber, Business Support teams, and external vendors to improve service resilience and customer outcomes

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.

This role is located in our Whippany, NJ office.

Minimum Salary: $130,000
Maximum Salary: $170,000

The minimum and maximum salary/rate information above include only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Barclays employees are eligible for a suite of competitive and generous employee benefits, including medical, dental and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances.

This position is eligible for an incentive award.