Barclays
ITSM Platform Engineer - Barclaycard Payments
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ITSM Platform Engineer - Barclaycard Payments
ITSM Platform Engineer – Barclaycard Payments
About the Role
We are seeking a hands-on ITSM Platform Engineer to design, configure, and continuously improve the ITSM platform capability within Barclaycard Payments. The role focuses on enabling modern, risk-based change within a CI/CD-led engineering environment, driving automation, integation, and observability to ensure safe, auditable, and low-friction operations for engineering teams.
You will own the design and engineering of platform-enabled guardrails for change control, transitioning from manual governance to policy-driven, automation-driven workflows that support speed, control, and regulatory compliance.
This is a critical and strategic role for a team reshaping the UK payments infrastructure, fostering innovation while maintaining operational excellence.
Key Responsibilities
- Workflows & Automation: Build, configure, and scale ITSM workflows (incident, change, request, and CMDB/service management) within Jira Service Management (or equivalent).
- Integration Engineering: Enable seamless integration between ITSM platforms and monitoring, CI/CD (e.g., Azure DevOps, GitHub Actions), observability (e.g., Prometheus, Grafana).
- Policy-Driven Guardrails: Develop risk-based automations, access controls, and compliance tracking to support emerging DevOps and platform engineering practices.
- AI Ops Integration: Design and embed AI-driven operational insights into ITSM processes for predictive issue resolution and self-healing capabilities.
- Data & Architecture: Collaborate on ITOM (IT Operations Management) and service mapping (CMDB) improvements that align with modern cloud-native and hybrid architectures.
- Change Control Modernisation: Lead the evolution of change management processes to reduce friction while maintaining auditability and governance.
- Stakeholder Engagement: Work closely with DevOps, software engineering teams, and business stakeholders to understand workflow impact and improve repeatability.
- Incident Management: Troubleshoot and optimise ITSM processes to reduce MTTR (Mean Time to Resolution) while protecting system reliability.
- Continuous Improvement: Drive data-driven iterations of ITSM processes based on process mining, key metrics, and feedback loops.
- Security & Compliance: Ensure all process designs adhere to regulatory requirements (e.g., PSD2, PCI-DSS) and internal Barclays governance frameworks.
- Technical Mentoring: Advise teams on best practices for ITSM adoption, efficiency, and automation across Barclaycard’s evolving infrastructure.
Required & Preferred Qualifications
Essential Experience & Skills
✔ Hands-on experience with ServiceNow (or equivalent ITSM platform) (e.g., Jira SM, Freshservice, BMC Helix). ✔ Swinging between engineering AND configuration—ready to write scripts and extensibility code (e.g., ServiceNow/Lua, Python, custom CMDB queries, REST API clients). ✔ Fluency in core ITSM lifecycle activities—incidents, changes, CMDB, SLAs, and knowledge management. ✔ Experience designing and improving end-to-end automations (from threshold-based alerts to full workflow orchestration). ✔ Understanding of CI/CD-platform interactions with ITSM (e.g., how a release pinnacle should log a change, interact with a wait state, or warn on deprecations). ✔ Ability to integrate ITSM with monitoring & observability (e.g., via API hooks as tickets escalate and update, or custom dashboards showing systemic trends). ✔ Desire to make the product observable/still new—e.g., tracing how many threats are inadvertently duplicated between vendors, how much visibility providers have into incident routing, etc.
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Helpful but Not Mandatory
✨ Experience integrating ITSM platforms with anomaly detection, uptime monitors or cloud-native alerting tools (e.g., Sumo Logic, Prometheus). ✨ Knowledge of data models and complexity—whether CMDB hierarchies, or tracing how a primitive should map to infrastructure change items. ✨ Platform engineering perspective on how ITSM should enable/data-spec changes, and how to enhance it without increasing dev-team friction. ✨ Scripting proficiency (Bash, Python, JavaScript, or PowerShell).
Advanced Assessments
The role requires proven analytical rigour in areas such:
- Risk & Controls
- Change & Transformation
- Business Acumen & Strategic Thinking
- Digital/Technology Execution
Finalists will be assessed via live interview on architecture decisions/niche deep dives—expect to be challenged on practical code examples, customer ESK write-ups, or why traceability/intent primitives matter in operational resilience.
Ideal Candidate Mindset
- Not just a process admin—this is an engineering role where you’ll be the architect of an ITSM system people depend on.
- Problem-solver: Prefer systems that enable engineer behaviours to become unintuitive, requiring escalation, rather than cool but siloed automation.
- Voice-first: Proactively champions why guardrails exist while explaiming how they limit developer behaviour without slowing progress.
Skills & Expertise Tiered Overview
| Skills | Core (Must-I-T-Show) | Structures (Strong) | Space to Give |
|---|---|---|---|
| IT Service Mgmt | Deep ServiceNow knowledge | Canadian Business Process Modelling | AI/ML for remediation issues |
| Automation | Custom API calls, Scheduled Runs | ITSM/AIOps tooling Synergy | Event Meaning Extraction |
| Capabilities Integration | DevOps tool integration (e.g., Azure DevOps) | ITSM process inhibitors | Ideal Scenarios |
| Cloud Principles | Multi-cloud DevSecOps practices | Observability/Visual Impact | |
| Platform Engineering | Single sign-on & Identity | Outage response/positivisms | |
| IAS impact | Infrastructure as Code (IaC) understanding | Senior KGs & incident resolution |
Location & Working Arrangement
📍 Primary Location: London (Cowley Street & City Office locations) 🌐 Hybrid Model: Remote with 3 days/week onsite (standard Barclays hybrid policy). 🎭 ္တu-factor: Weekend/evenings on-call for production environments.
About Barclaycard Payments
Strategic Horizon
Barlays’ partnership with Brookfield Asset Management aims to grow Barclaycard Payments into a globally competitive payments provider, offering broadly expanded services from digital wallets to merchant financing and data solutions.
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Business Impact
Pervading activities include: ✓ processing transactions with 24/7 resilience ✓ issuing the UK’s most used payment card platform ✓ enabling 2M+ payment checkouts daily across £600B+ annual transaction volume.
Think this is the calibre of work you haven’t had? Willing to elevate NOC teams beyond accidental ticketing? Looking for deep work on how to build lexicons for irreversible industrial systems that everyone relies on? Apply now.
Key Transformations
- Joining new BPL Middleware (leading-edge cards processing stack)
- Aligning under the Barclaycard Payments (BPL) brand as numbered partner entity until ≥10 years.
- Investment and rebundling:
- Per phase:
- Year 1-3: ~£400m strong-effort plan
- Post-full 3 years: continued alignment into standalone entity.
- Per phase:
Strategic growth is expected to drive future validation in payments innovation—targeting diverse formats into financial systems that are Braove, predictable, and transparent.
(Further update: See Barclays.com/link for updates.)
Barclays Culture & Expectations
Values
Barclays operates by five corporate pillars:
- Respect, Integrity, Service, Excellence, Stewardship—this forms your compliance north-star.
- Mindset behaviours (Empower, Challenge, Drive)—defines meaningful practice in teams.
Role Accountability
Luis Byrd, VP.level requirement:
- Strategy: Propose high-level solutions; you’ll drive the pathway to turning people away from manual change control to a platform-enabled delivery.
- Process Management: Form platforms, enhance policies, guidelines, and specs.
- Cycle Breaking: Enforce obligations via events alignment, controls, or analytics capture that overcome human steps.
- Ownership: From automation priority plays to how producers consumed risk frameworks the right answers.
Leadership Behaviours
Leaders are judged on any of these LEAD pillars which will govern your interactions with teams: 🔹 Listen & be Authentic 🔹 Energise & Inspire (aligning non-align across enterprise contexts) 🔹 Align Across Enterprise (ad-arm team with mismatch positions) 🔹 Develop Others (Onramp fluxible vs receptive maintenance)
OR (if non-lead role) top-gun your Nickel Dimes exponent like and lead projects with technical mastery.
Non-Negotiable Compliance
• Controlling low / seventh events will be probable business stakeholders state of the art. • Apply BPL more than regulation to scrutiny. • Ethical excellence: Apply this to quality assessed 🛢 provision & fairness enforcement tests.
Official strong implementations are based on either actual Huawei top objection breaking models.
Rewards & Offer Support
• Location-perks: Broad-paid international talent: Housing cost and travel provisions across benefits • Aviation (claw + premium ontime) • Structure level: VPs are expected measured by KPI+s • Longevity offerings: Progression (and optionality) after contributory homework.
The next power team can act ready to transform incident streams and make managed use of a more standards-leader change planning framework nevertheless.
Apply today if you can do great work behind human layers and hold undo boxes open.*
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