Job Description

Role:

• To lead a team of staff in Desktop Provisioning (DP) resolving service requests raised by a global customer base.
  
• Influence the strategy and direction of DP
  
• To lead the transformation of the service in line with service improvement initiatives and organisational change
  
• To own the relationship with one or more DP clients.
  
• Plan proactively to ensure that DP is able to provide effective support for all services and is positioned to provide effective support for new services, as they become live.
  

Key accountabilities:


• Staff Management - 25%
  
• Responsible for all aspects of Personal development for direct reports.
  
• Direct reports may not all be based at home location.
  
• Responsible for recruitment into the team
  
• Continuously identify ways to increase staff motivation to create an environment that is fun to work, where communication is open, honest and frequent leading to high staff morale, low attrition and low absenteeism.
  
• Managing Change – 35%
  
• Deliver transformational change, and improvements through process re-engineering
  
• Ensure resource is available to the New Business Team for managing take of new/changes to systems/services/products into DP
  
• Responsible for influencing new business and the geographical location of support as appropriate.
  
• Process co-ordinator for key processes, encouraging staff to adhere to processes, participating in reviews to improve the process and eliminate non value add activity.
  
• Customer Service – 25%
  
• To act as 1st level escalation point for issues relating to the customer.
  
• Ownership of service improvement initiatives/actions required
  
• To ensure Clients SLA’s are met
  
• Communication – 15%
  
• To communicate technical and non-technical information to both the team and management.
  
• Responsible for building relationships with other support teams/liaison point for other support teams



Requirements

Reqs:


• People Management – Ability to develop and motivate staff in a way that enables them to fully exploit their potential and deliver excellent customer service.
  
• Change management – Ability to plan, prioritise and deliver change and influence strategic DP decisions regarding the team.
  
• Communication – effective communication and presentation skills using a variety of styles to suit the situation.
  
• Flexibility to travel to other Barclays sites when required.
  
• Good broad understanding of service desk technology, its uses, shortcomings and futures.
  
• Relationship management – with staff internal and external to DP, with customers and external Suppliers.
  
• Exceptional customer service skills
  
• The jobholder should maintain a general awareness of the Bank’s products and technologies in order to understand customers needs
  
• As a product/service champion the role holder must have a good knowledge of the particular products/services they are championing.
  
• High level of organisational awareness and understanding of how customer service can be maximised through the exploitation of service desk and knowledge management principles.
  
• Technical background and experience of the applications/systems used to administer user access (Windows/Active directory etc)
  
• Experience of being a member of and leading a successful multi location operation in different countries
  
• Fluent English language skills



Company offers