Head of US Technology Command Centre Job at Barclays (Whippany)

Job Description

The Head of the US Technology Command Centre is a senior operational leadership role, reporting to the Head of IT Operations within Group Technology Service Management (GTSM). The role holder has full accountability for the smooth, silent, and resilient operation of IT services across the Group during the US time zone, operating as an integral part of the Global Technology Command Centre operating model. Acting as the senior point of control for live IT operations in the Americas, the role ensures the availability, stability, performance, and recovery of critical technology services, while maintaining alignment with global operational standards, risk appetite, and control frameworks. In the US time zone, the role holder exercises end‑to‑end accountability for Technology Operations, providing decisive leadership across incident management, service assurance, operational risk, and senior stakeholder engagement.

Job Responsibility

Provide overall leadership and accountability for Technology Command Centre operations during the US time zone
Ensure continuous monitoring, control, and optimisation of live IT services across infrastructure, applications, networks, and end‑user services
Operate as the senior operational decision‑maker for technology incidents, service degradation, and operational risks within the region
Lead the end‑to‑end management of major incidents, ensuring swift triage, effective coordination, clear communications, and timely resolution
Provide visible leadership during severe but plausible technology events, including crisis and resilience scenarios
Drive root cause analysis, problem management, and service improvement actions to reduce repeat incidents and improve service stability
Act as a core member of the Global Command Centre leadership community, ensuring alignment to global standards, processes, tooling, and reporting
Ensure seamless operational handovers across time zones to maintain true 24x7 service continuity
Represent the US Command Centre in global governance forums and operational reviews
Ensure that IT services operate within agreed risk tolerance, service levels, and operational controls
Partner closely with Technology Risk, Cyber, Service Management, and Engineering teams to identify, escalate, and remediate operational risks
Maintain strong control over service health, technical debt, and resilience indicators across the regional estate
Serve as the senior operational interface to business leaders, senior technology stakeholders, and suppliers for live service issues in the US
Provide clear, concise, and authoritative communications on operational status, incidents, and risks to senior management
Support executive stakeholders during regulator‑ or audit‑related service events by providing accurate, evidence‑based operational insight
Drive continual improvement in monitoring, automation, incident response, and operational maturity
Leverage operational data and insight to improve service predictability, reduce noise, and enable proactive intervention
Champion a disciplined, control‑led operational culture across teams and suppliers

Requirements

Significant senior‑level experience in IT Operations, Service Management, or Command Centre leadership within a complex, regulated environment
Proven track record of leading 24x7 operational teams, managing high‑severity incidents, and maintaining service stability at scale
Strong understanding of IT service management and operational control frameworks (e.g. ITIL, SRE principles, resilience and availability management)
Experience operating within a global, follow‑the‑sun operating model
Background in technology domains such as infrastructure, networks, applications, or platforms, with a strong operational and control mindset
Superior written and verbal communication skills, with the ability to distil complex technical issues into clear executive‑level messaging
Strong leadership presence, able to remain calm, decisive, and credible under pressure
Proven ability to influence senior stakeholders and challenge constructively where service risk exists
Excellent organisational skills, capable of overseeing multiple concurrent operational priorities in a dynamic environment
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline (preferred)
Professional qualifications in IT Service Management or operations (e.g. ITIL, SRE, or equivalent) are advantageous

What we offer

Competitive holiday allowance
Life assurance
Private medical care
Pension contribution
Medical, dental and vision coverage
401(k)
Life insurance
Paid leave for qualifying circumstances
Incentive award eligibility

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Head of US Technology Command Centre

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