Global Technology Service Management (GTSM) Service Management Performance Lead

Purpose of the Role

The GTSM Service Management Performance Lead is a critical role responsible for:

• Directing a portfolio of business, vendor, and workforce management within GTSM to achieve the highest quality, reliability, efficiency, and financial sustainability in service management.
• Leading project teams across GTSM to establish processes and optimise outcomes by:
  • Identifying,
  • Designing, and
  • Implementing people and colleague-focused agendas in alignment with broader Group Technology organistational strategic plans.
• Guiding performance improvement, cultural-focused programmes, and initiatives over the short to long term to achieve targeted outcomes and provide actionable business intelligence to sustain progress.
• Driving cross-functional change by setting goals, holding teams accountable, and ensuring systematic execution to deliver targeted outcomes.
• Analysing data on people, processes, vendors, and financials to inform strategic decisions for improvements across the group.
• Leading financial, workforce, performance management, and governance initiatives while driving the colleague engagement agenda.

Accountabilities

Processes & Transformation

• Establish KPIs to track the success and impact of transformation programmes, monitor their ongoing effectiveness, and identify:
  • Improvement areas within the IT service management framework, and
  • Mitigation strategies for potential issues.
• Analyse emerging IT service management tools and platforms to determine their alignment with:
  • The bank’s transformation goals, and
  • Future strategy needs.

Tools & Migration

• Oversee the selection, seamless implementation, and adoption of new service management tools and platforms.
• Manage the migration of data from legacy systems to improve:
  • System efficiency, and
  • Reduce manual workload prominently.

Change Management

• Develop and communicate strategic change initiatives, including:
  • Visions,
  • Goals, and
  • Benefits of modernising and future-proofing technology service delivery.
• Partner with leadership to:
  • Prioritise projects based on impact, resources, and feasibility.
  • Define and execute clear plans for successful implementation.

Director Expectations (Leadership Accountabilities)

• Strategic Contribution: Shape function-wide initiatives, policies, and strategic projects, both technically complex and with business-wide implications.
• Team Leadership:
  • Direct and manage large teams or sub-functions, including people managers.
  • Embed a performance-driven culture aligned with Barclays’ core values.
• Expertise & Guidance: Serve as:
  • A thread technical expert and innovation leader within the function.
  • A mentor to less experienced specialists focused on:
    • Long-term business impact,
    • Organisational risk management,
    • Financial sustainability, and
    • Strategic decision-making.
• Advisory Role:
  • Provide expert input to senior management and committees beyond the function.
  • Ensure compliance, regulations, and governance observance across the team.
• Stakeholders & Spokesperson:
  • Act as the principal liaison for:
    • External clients, and
    • Counterparts in other departments or divisions.
  • Represent the function as the official spokesperson at board or public engagements.
• External Engagement:
  • Monitor and analyse regulatory environments, industry trends, and advocacy opportunities to advocate for Barclays’ interests.