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ITSM Platform Engineer
ITSM Platform Engineer – Barclaycard Payments
Purpose of the Role
To build and maintain an ITSM (IT Service Management) platform within a CI/CD-led engineering environment, focusing on designing, configuring, and continuously improving ITSM capabilities that enable modern, risk-based change. The role involves:
- Owning and engineering ITSM change enablement workflows in Jira Service Management
- Integrating change, incident, request, and CMDB/service management capabilities with monitoring, CI/CD, and observability platforms
- Transforming change control from manual governance into automated, policy-driven guardrails that balance speed, control, and regulatory compliance
Accountabilities
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Hands-on ITSM Engineering
- Design, configure, and scale ITSM workflows, including incident, change, request, and CMDB capabilities.
- Integrate ITSM platforms with monitoring, CI/CD pipelines, and observability tools.
- Define AI Ops capabilities within ITSM workflows to automate resolution processes.
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Process Automation & Efficiency
- Automate service operations using scripting, workflow orchestration, and DevOps practices.
- Develop platform engineering solutions to streamline IT operations.
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Change & Transformation Leadership
- Assess, propose, and implement risk-based change governance models.
- Ensure changes are safe, observable, auditable, and low-friction for engineering teams.
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Technical & Security Expertise
- Maintain a comprehensive understanding of modern architectures and service mapping (CMDB).
- Ensure platform aligns with regulatory requirements and security protocols.
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Cross-functional Collaboration
- Partner with product managers, architects, and DevOps engineers to align ITSM capabilities with business objectives.
- Influence scalable improvements through data-driven decision-making.
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Vice President Expectations (Applicable Candidates Only)
If the role involves leadership (e.g., team management or strategic direction), candidates will be expected to:
- Define & uphold strategy, policies, and budgets for the ITSM infrastructure team.
- Demonstrate the Barclays LEAD Behaviours (Listen, Energise, Align, Develop) to foster a high-performing team.
- Guide technical direction for IT infrastructure, driving improvements in efficiency, risk management, and governance.
- Educate and mentor less experienced engineers while maintaining strategic alignment with business goals.
For individual contributors:
- Serve as a subject matter expert in ITSM, platform engineering, and risk-based change processes.
- Lead multi-year initiatives and multi-disciplinary collaborations, ensuring delivery of innovative solutions.
- Advise executives and stakeholders on technical approaches and strategic decisions related to IT infrastructure and risk mitigation.
Key Requirements & Skills
To succeed in this role, you will need:
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Core Technical Expertise
- Hands-on experience with ServiceNow (or equivalent ITSM tools)
- Strong knowledge of workflow design, CMDB, and service mapping in modern architectures
- Experience integrating ITSM platforms with CI/CD, monitoring, and observability tools
- Ability to embed AI Ops into ITSM workflows for automation
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Valued Additional Skills
- Experience automating IT operations through scripting, BPM (Business Process Management), and event-driven workflows
- Familiarity with platform engineering and DevOps practices
- Understandings of data modelling and regulatory compliance
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Assessment Expectations
- The role may require justification of risk and controls, change management acumen, strategic thinking, and technical expertise in interviews.
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Job Location & Work Arrangement
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Location: London (1 Churchill Place and 7 Westferry Circustερ)**
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Work Pattern: Hybrid (3 days in-office, 2 days remote)
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On-Call Obligations: Occasional evening and weekend shifts (managed via NHS rota).
About Barclays & the Partnership with Brookfield
Barclaycard Payments provides critical infrastructure for the UK economy, processing billions of pounds annually in payment transactions for small businesses and domestic/international corporate clients.
In 2025, Barclays and Brookfield Asset Management announced a long-term strategy to grow this business, leveraging:
- Broader service offerings
- Enhanced experience for both existing and prospective clients
- Global private equity expertise in payments, technology, and operational transformation
Key Investment:
- Barclays will invest £400 million over three years
- Managing Barratt implications are subject to scheme approval
- Performance-linked incentives ensure both partners remain aligned for long-term transformation
The new business will continue under the Barclaycard Payments (BPL) brand and remain the exclusive payments services provider for Barclays’ clients for at least a decade.
For more details, visit: Barclays.com
Barclays Core Values
All employees are required to uphold Barclays’ core Values to drive exceptional standards:
- Respect | Integrity | Service | Excellence | Stewardship
- Mindset: Collaborate through Empower, Challenge, Drive principles.
Join us in shaping a modern, agile ITSM platform that supports rapid innovation while maintaining the highest standards of security, compliance, and efficiency.
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