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Barclays Logo Barclays · IT - Administration

Senior Client Service Incident Response

United Kingdom, Knutsford · Job Posted February 16, 2026
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Job Description

Embark on a transformative journey as a Senior Client Service Incident Response where you will be responsible for overseeing and managing the communication framework for business incidents. The role focuses on improving the frequency, accuracy, consistency, and relevance of incident communications, with a special emphasis on ensuring seamless communications for key stakeholders across multiple teams and time zones. The Senior Client will play a pivotal role in driving the incident management strategy, coordinating resources, managing critical incidents, and ensuring comprehensive reporting and follow-up for P1+ incidents, while maintaining compliance with policies and regulations.

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.

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

Nice to have

  • Experience in a Corporate client servicing, risk, or operations function.
  • Project Management Experience.
  • Crisis Management and Resilience Training.
  • Technical Understanding of IT Service Management.
  • Familiarity with ITIL or other incident management frameworks, particularly in relation to IT service changes, maintenance, and incident resolution.

What we offer

  • Competitive holiday allowance
  • Life assurance
  • Private medical care
  • Pension contribution
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