Service Recovery Manager

Currently we are expanding and looking for Service Recovery Manager (Junior & Regular Levels) to join our team.

The Service Recovery Manager is part of the Major Incident Management function that operates 24 x 7 x 365 within the Global Command Centres function.
The Service Recovery Manager performs ITIL aligned Major Incident Management for Barclays Bank and will provide Service Recovery functions to Run The Bank and Technical Support teams with the goal of preventing or mitigating service impact to our Customers, Clients and Colleagues.

Main responsibilities:

- Acting as the single point of control & coordination for all major incident recovery activities and as a primary contact for key stakeholders to the Major Incident Management process.
- To be able to control all Major Incident Management processes, ensure correct level of focus and documentation of major incident.
- Control of the information flow between the recovery teams, service owners, business representatives and executive stakeholders.
- Following service restoration, continuing to drive progression of root cause investigations and identifying all feasible preventative measures.
- Identify opportunities for improvement and raises, be willing to support your colleagues during face to face and phone meetings if needed.

We expect you to have:

- Fluent English and good written communication skills.
- Ability to quickly absorb and assimilate large amounts of technical and business information to determine the most appropriate course of action.
- Hands-on experience chairing conference calls.
- Willing to work in extreme high-pressure situations.
- Ability to balance the needs of empathy and assertiveness in handling conflict situations.
- Detailed working knowledge of all Microsoft Office tools (Outlook, Word, Excel, PowerPoint, Visio, etc.)
- Flexibility regarding working hours based on a 24*7 shift pattern.
- Previous experience of working in an ITIL process-related discipline (ideally Service Desk, Incident Management, Problem Management or Service Level Management).
- Knowledge of all key infrastructure platforms and their technical inter-dependencies.