Nov 03, 2017

Head Business Incident Management

  • Barclays Africa Group Limited
  • Johannesburg, Gauteng, South Africa
Full time Admin-Clerical Banking

Job Description

The Head of Business Incident Management (BIM) works within the CIBW Operations COO Office and is responsible for managing a team of Business Incident managers during real time live major as well as minor incidents for the overall portfolio of high criticality services within CIBW Operations and the Run the Bank (RTB) towers. Guide the BIM, RTB as well as Business Operations during the recovery process of serious incidents.
The Head of BIM is also responsible for stakeholder management and communication as well as escalations on various levels of stakeholders (including EXCO) across the organization; this will also include stakeholders in the Barclay’s Group.
The Head of BIM will be responsible for reporting and for overseeing all other technical and stakeholder communications and will together with RTB driving through the root cause analysis (RCA) to provide an effective interface into Problem Management. Also, has a responsibility to ensure that the incident calls are run to consistently high standards, with speed and efficient recovery at optimum levels.
In addition, the Head of BIM ensures that the business demand and Service Level Agreements (SLA) are met and leads on service management and service improvement activities from a Business perspective.
Stakeholder Management (70%)

    Act as point of escalation for all major incidents across CIBW Operations to and from senior stakeholders.
    Act as key point of contact for the business owners within CIBW Operations when dealing with incident (during live and post incidents)
    In the absence of a senior accountable stakeholder being available the Head of BIM will be required to make key decisions on behalf of the business area being impacted by the incident including the upgrade of the severity of the incident.
    Attend Major Incident Management partnership meetings with RTB teams. Discuss current pipeline activity within CIBW Operations as well as Technology and feedback any concerns or areas of improvement going forward in addition to what has worked well
    Build on and maintain excellent working relations with all business unit leaders/owners and contacts, sharing decision making and understanding business calls on priorities.
    Build and maintain stakeholder relationships with key partners of the incident management process.
    Continually identify areas of service improvements both within, CIBW Operations and the wider RTB, Networks, Database (GTIS) etc. teams ranging from specific application issues through the overall MI reporting and internal incident management process.
    Undertake regular engagement with CIBW Operations leadership to ensure that services are assessed/ reviewed and take ownership for the incident related issues.
    Attend and participate InTechnology service review with the business areas to formally review performance against SLA/OLA’s issues and successes.

Team Management – Proactive (15%)

    Lead and develop the BIM Team within CIBW Operations
    Undertake all aspects of operational line management duties for all resources aligned to the service grouping. Role model demonstration of Barclay’s behaviors in all aspects of the role.
    Set up and measure performance against stretching and rewarding targets for resources aligned to the service grouping that maximizes potential and productivity
    Take initiative to keep own skills and that of peers and team members up to date and maintain awareness of development in the IT and Operations industry.
    Work across the CIBW Operations and RtB (virtual team) with the other BIM Members to ensure best practice is delivered and standard behaviour


    Moderate experience of working in an ITIL process related discipline (ideally service desk, incident management, problem management or service management)
    High performer – proven track record of continually delivering against stretching objectives
    Ability to build a good network of contacts across supporting functions


    Experience of working in another complimentary ITIL process- related discipline (e.g. availability management, capacity management or release management) N.B. This is only relevant if candidate has no experience in any of the essential ITIL process- related disciplines
    ITIL Foundation Certificate in Service Management (Green badge)
    Practitioner Certificate(s) in Incident/ Problem Management (as an alternative to Green Badge)

Knowledge & Skills:

    Knowledge of global cultural differences
    Knowledge of the Barclays Group
    Understanding of Service Manager 7/Service d


    Delivering results and meeting customer expectations
    Working with people
    Deciding and initiating action
    Coping with pressure and setbacks
    Applying expertise and technology
    Exceptional written communication skills
    Negotiating and influencing skills

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