Client Service Incident Manager Job at Barclays (Knutsford)

Senior Manager, Client Incident Management

The Senior Manager of Client Incident Management is responsible for evolving and...

Location

United States , St. Petersburg; St. Louis; Atlanta; Morristown

Salary:

115000.00 - 145350.00 USD / Year

Zelis

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business Administration, Operations Management, or related field
8–12+ years of experience in client incident management, problem management, or process improvement roles
3–5+ years of people leadership experience
Strong analytical and problem-solving skills with experience in trend analysis and root cause identification
Familiarity with ITIL or similar frameworks for incident and problem management
Proven ability to design scalable processes and leverage automation tools
Excellent communication and stakeholder management skills

Job Responsibility

Own the design and continuous improvement of the Client Incident management process, ensuring scalability and efficiency as the business grows
Establish governance standards for client incident handling, escalation, and resolution, with measurable improvements in MTTR and SLA compliance
Provide visibility into client incident trends, risks, and systemic issues to senior leadership, including progress toward reducing incident frequency and severity
Analyze client incident data to identify recurring issues and underlying patterns, driving measurable reductions in repeat incidents
Integrate problem management practices to implement permanent fixes and prevent recurrence
Create feedback loops with product, engineering, and operations teams to address root causes and improve client experience
Identify opportunities to streamline workflows and eliminate manual effort through automation and AI-assisted tools
Develop or refine metrics and dashboards to monitor incident performance, including MTTR, recurrence rates, and severity trends, enabling data-driven decisions
Ensure processes are designed to scale with business growth and complexity
Lead and mentor a small team focused on client incident and problem management, ensuring accountability for incident reduction and resolution KPIs

What we offer

401k plan with employer match
flexible paid time off
holidays
parental leaves
life and disability insurance
health benefits including medical, dental, vision, and prescription drug coverage

Fulltime

Senior Client Service Incident Response

Embark on a transformative journey as a Senior Client Service Incident Response ...

Location

United Kingdom , Knutsford

Salary:

Not provided

Barclays

Expiration Date

Until further notice

Requirements

Leadership and Team Management (minimum AVP level), to act as a senior member of the team, proven track record of leading cross-functional teams, managing team dynamics, and driving results in a high-stakes environment and with ability to mentor and guide team members, fostering a culture of excellence, compliance, and continuous improvement
Extensive experience in incident response, with a proven ability to manage complex, high-pressure situations and coordinate incident communications across multiple teams. Strong understanding of incident response frameworks, root cause analysis, and post-incident reviews.
Client Relationship Management - strong communication skills with the ability to engage senior stakeholders, clients, and colleagues, ensuring clarity and transparency during incident management.
Experience managing client-facing communications during critical incidents, maintaining calm and professionalism under pressure.
Regulatory Knowledge and Compliance with deep understanding of industry regulations and best practices related to incident management and client servicing, with the ability to ensure compliance across all areas.
Skilled in identifying trends, analysing incident data, and driving improvements to reduce impact and enhance service resilience.
Experience in producing high-quality reports, summaries, and presentations for senior leadership

Job Responsibility

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.

What we offer

Competitive holiday allowance
Life assurance
Private medical care
Pension contribution

Fulltime

Project Service Manager

New Start is a family-run, not-for-profit organisation, providing residential an...

Location

United Kingdom , Liverpool

Salary:

38602.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

A minimum of 2 years management / supervisory experience in a similar setting (Essential)
NVQ Level 2 or above in Health & Social Care (Essential)
Substantial experience of delivering or overseeing services that are male centred and led
Management qualification / currently working towards completion of - NVQ Level 5 in Leadership and Management or equivalent (Essential)
Demonstrable experience of effectively managing leading, motivating and inspiring staff
A minimum of 3 years’ experience in a similar post supporting outreach service, hostel provision or a residential setting, and experience of case work (Essential)
Driver with access to own vehicle (Essential)
Relevant experience of the MainStay system, or similar Capita system & Current working knowledge of the barriers facing homeless individuals
Knowledge and experience of the Property Pool Plus system
Relevant knowledge and experience of working with individuals experiencing repeat homelessness / eviction

Job Responsibility

Leading and managing an established team responsible for inspiring positive change for a caseload of males within a trauma-aware, psychologically informed project-environment
Applying your experience and understanding of the complexities and impact that issues such as substance misuse, homelessness, complex needs, and multiple disadvantages can have on males, and how these issues can further increase risk taking behaviours
To ensure all Serious Incidents are documented on a Serious Incident Template (S.I.T), reported as an SIR to Liverpool City Council and reported to the Director of Operations immediately to enable a timely notification process to the Commissioning bodies
To carry out serious incident debriefs following a serious incident when necessary and ensure recommendations are applied when required
To act as a lead professional on Safeguarding at the Project, ensuring the implementation of New Start’s Safeguarding Policy by all staff at the Project
Supporting staff to enable males who access the service to feel safe within their environment, settle in, and work towards implementing a more empowering and positive daily structure into their lives at a pace that is realistic and achievable to them
Overseeing the project in terms of educating and supporting males to access harm reduction services in relation to wellbeing, and substance misuse, encouraging recovery for those in-service
Representing New Start at a management level with Merseyside Police, and external support agencies. Establishing an environment of physical and environmental safety via effective, collaborative working and risk management
Representing the service at multi-agency risk assessment conferences (MARAC) to effectively safeguard and protect those at risk within services and communicate these safety plans with stakeholders including directors and Liverpool City Council Commissioners
Working to oversee the team of support coaches, the Male Project Service Manager will work to foster a culture that aims to break the cycle of male centred issues for those accessing the provision, inspiring the team to translate support into practical and effective help which develops life-skills, resilience, and tenancy management abilities

What we offer

Competitive Salary of £38602
Mon - Fri 37.5 hours per week + option for overtime and on call fee
A contributory pension scheme
22 Days annual leave. Rising by 1 day per years’ service
An online bespoke Mandatory training package including a wide range of additional resources to support your development
A range of learning and development opportunities up to and including Level 5
Medicash enrolment upon successful completion of probation

Fulltime

Major Incident Manager

The Major Incident Specialist has the primary responsibility is to ensure consis...

Location

India , Bangalore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Demonstrates Command, Control and Confidence in situations naturally
Seasoned client service orientation and impeccable relationship building skills
Ability to multi-task and prioritize with great attention to detail
Seasoned ability to manage multiple streams of activities
Excellent communication skills and documentation skills
Excellent client liaison and facilitation skills
Execution focused
Ability to work across teams/regions/functions
Ability to work with people at all levels of the organization
Ability to escalate, where required, to ensure outcomes are achieved

Job Responsibility

Ensures service excellence is achieved through managing major incidents for any delivery organization within scope by demonstrating command, control and confidence at all times
Manages bridge participants to ensure alignment with the processes
Takes accountability that the major incident management process is diligently followed, using the agreed tools and methods, within the defined deadlines
Escalates, where required, to ensure outcomes are achieved
Works with other major incident team members in a 24/7 environment, hence adhering to shift plans of the team
Communicates to appropriate stakeholders in a timely fashion
Manages post major Incident activities, thereby ensuring that root cause is investigate
Reviews the performance of the people and process to ensure that it is optimal
Facilitates the service request process, to obtain root cause, performs a major incident review and the creation of any client facing reports, within the committed time frames
Provides coaching and mentoring to junior major incident team members

Fulltime

Senior Team Lead, Managed Services Client Service Desk

The Senior Team Lead, Managed Services Client Service Desk is a developing subje...

Location

South Africa , Cape Town

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

A good understanding of the vast range of IT operations and company service offerings
Displays excellent levels of client engagement and service orientation
Demonstrates operational team management skills and the ability to effectively manage the resources that report to them
Good collaboration skills and ability to interact professionally
Demonstrates understanding of project management principles
Strong documentation skills and expertise in handling escalated customer issues
Bachelor's degree or equivalent in information technology or related field
Relevant technical certifications preferred
ITIL v4 specialist certification and knowledge is preferred
ITIL Specialist (Managing Professional) certification is preferred

Job Responsibility

Responsible for managing a team of service desk agents
Ensures resource allocation, attendance, effective achievement of KPI's and planning activities
Contributes to the process of managing tickets or calls logged at the service desk
Ensures all incidents which are logged, are accurately registered and categorized
Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
Ensures reported faults are investigated and diagnosed
Be expected to take ownership and resolve or further escalate escalated incidents
Checks incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
Ensures relevant actions have been logged to enable tracking

Fulltime

Incident Manager (Cloud Migration)

Location

Singapore , Singapore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Strong understanding of ITIL Incident Management processes
Experience managing incidents in enterprise IT or migration environments
Excellent coordination, communication, and stakeholder management skills
Ability to manage high-severity incidents under pressure
Familiarity with ITSM tools such as ServiceNow or equivalent
Strong analytical and problem-solving skills

Job Responsibility

Track, manage, and coordinate migration-related incidents during cutover and post-migration phases
Act as the central point of coordination for ongoing issues, escalations, and resolution tracking
Facilitate incident triage calls with technical teams, vendors, and client stakeholders
Monitor incident progress and ensure timely updates are communicated until closure
Maintain incident logs, action trackers, and status reporting dashboards
Escalate critical issues appropriately to ensure service restoration within agreed timelines
Coordinate root cause analysis and post-incident review activities
Provide regular operational updates to project leadership and stakeholders
Support stabilization activities during hypercare periods following migration
Provide backup support for Change Management activities during heavy pre-migration periods

Fulltime

Incident Manager

The Associate Incident Management Specialist is an entry level subject matter ex...

Location

United States of America , Michigan

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Analytical and reasoning skills
Aptitude for learning and the ability to interpret processes and policies
Ability to establish rapport and maintain effective working relationships with internal and external stakeholders
Proactive in approach and good attention to detail
Achievement driven and delivery focused while maintaining the required quality
Display client service orientation with good communication skills
Bachelor's degree or equivalent in Computer Science or Information Technology, or a related field
ITIL certification (Specialist preferable)
Relevant IT certifications preferred
Some experience working with internal and external stakeholders

Job Responsibility

Assist with providing technical support to customers and teams
Keep a log of incidents and assist with examining of less complex incidents
Follow processes in the prevention and reduction of similar problems from arising in the future
Assist with the resolution of less complex incidents within the specified service level agreements or operational level agreements
Assist with the documentation of troubleshooting steps and service restoration details
Work with more senior colleagues in the team to identify problems and resolve assigned incidents
Escalate incidents of a complex nature to more senior team members
Assist with the creation and submission of knowledge articles as and when required
Perform any other related task as required

Fulltime

Team Lead, Managed Services Client Service Desk

The Team Lead, Managed Services Client Service Desk is an entry level subject ma...

Location

South Africa , Port Elizabeth

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Some understanding of the vast range of IT operations and company service offerings
Displays good levels of client engagement and service orientation
Demonstrates operational team management skills and ability to effectively manage the resources that report to them
Good collaboration skills and ability to interact professionally
Some understanding of project management principles
Bachelor's degree or equivalent in information technology or related field
ITIL v4 specialist certification and knowledge is required
Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment
2-3 years worked experience in as a Service Desk Team Lead role or similar
Entry level team management/leadership experience

Job Responsibility

Responsible for managing a team of junior service desk agents and / or administrators
Ensures resource allocation, attendance, effective achievement of KPI's and planning activities
Contributes to the process of managing tickets or calls logged at the service desk
Ensures all incidents which are logged, are accurately registered and categorized
Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
Be expected to take ownership and resolve or further escalate escalated incidents
Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident
Ensures relevant actions have been logged to enable tracking
Monitors the performance of the team and identifies any training/ coaching intervention required

Fulltime

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Client Service Incident Manager

Job Description

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