Barclays
ITSM Product Owner- Barclaycard Payments
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ITSM Product Owner- Barclaycard Payments
Current Opportunity: Vice President (ITSM & Transformation Expertise)
Purpose of the Role
To support the implementation of major changes and improvements to the organisation’s IT service management practices by driving strategic initiatives to modernise, transform, and future-proof how the bank delivers and sustains its technology services.
Key Responsibilities
Strategic Execution & Transformation Leadership
- Establish KPIs to measure the success and impact of transformation programmes, with active monitoring to identify gaps, improvement areas, and mitigate potential risks within the ITSM framework.
- Analyse emerging ITSM tools and platforms to assess alignment with the bank’s transformation objectives and future needs.
- Lead the selection, implementation, and adoption of new tools/platforms while managing data migration from legacy systems, optimising efficiency, and reducing manual workloads.
Change Management & Stakeholder Collaboration
- Develop and articulate change management strategy, vision, and goals through workshops, sessions, and targeted communications, emphasizing benefits and outcomes of modernisation.
- Prioritise bank initiatives based on impact, resource availability, and feasibility, crafting and executing clear roadmaps for transformation projects.
Policy, Risk & Process Excellence
- Contribute to strategic direction, drive requirements, and propose recommendations for change; oversee budgeting, resource planning, and policy adherence.
- Own and maintain operational policies and processes, iterating continuously for improvement while escalating process breaches.
- Define team structures and roles, council high-performing employees, and participate in HR decisions such as pay changes or promotions. Guide teams to align with short- and long-term goals while ensuring budgets/schedules meet corporate goals.
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Leadership & Development
- Leadership expectations (for managers):
- Embrace the LEAD behaviours: Listen & be authentic, Energise & inspire, Align across the enterprise, Develop others.
- Create an environment for colleagues to thrive in business excellence.
- Individual contributor focus:
- Serve as a subject matter expert in digital transformation, CI/CD and ITSM synergies.
- Guide specialised teams through multi-year projects, identify cross-disciplinary needs, mentor specialists, and influence strategic decisions regarding risk, profitability, and organisational impacts.
Stakeholder Engagement
- Advise leadership and functional teams on cross-functional impacts and strategic alignment.
- Manage risks holistically through continuous assessment, supporting controls and governance frameworks.
Accpected Skills & Experience
Core Technical & Leadership Proficiencies
- Technical expertise in ITSM tools/platforms (e.g., JiraSM, ServiceNow, BMC Helix), with experience in managing end-to-end ITSM processes (Incident, Problem Management, Change, CMDB, Request Fulfilment, Asset, and Knowledge Management).
- Hands-on experience in owning an ITSM platform roadmap and prioritised backlog in greenfield/transformation environments.
- Capacity to define Day 0–go-live maturity for ITSM practises.
- Hands-on people management skills, including team mentorship and performance development.
Technical/competency Preferences (Highly Valued)
- Understanding of SRE practices and their integration into ITSM and CI/CD pipelines.
- Experience in building service management for fintech or high-growth digital platforms.
- Proven stakeholder management across Product, Engineering, and Operations leadership.
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Additional Assessment Areas
- Analytical reasoning for solving complex problems and making high-leverage recommendations.
- Implementing evidence-based research in decision-making.
- Building trusted relationships with internal and external stakeholders.
ITSM Product Owner Opportunity within Barclaycard Payments
Location: London (1 Churchill Place | 7 Westferry Circus, Barclays Payments Hub) Working Model: 3 days/week office-based (flexibility applies); occasional shift coverage.
Key Responsibilities
- Own the ITSM platform as a product, ensuring a single, unified system of record.
- Transition the operating model into workflows and automated processes embedded within engineering frameworks.
- Demonstrate adaptability in this transformative/organisational greenfield setting.
Join the Transformation
Barclaycard Payments provides critical infrastructure to the UK economy, processing billions in payments annually. Barclays and Brookfield Asset Management have announced a strategic partnership to re-engineer this business, integrating innovative services and technical solutions for growth.
- The partnership leans on Barclays’ deep UK payments expertise and Brookfield’s global experience in tech and corporate carve-outs.
- A £400m investment is underway to establish a standalone payments acceptance business under the Barclaycard Payments (BPL) brand for the next decade.
Learn more about the partnership here: Barclays.com.
The role requires embodiment of the Barclays Values (Respect, Integrity, Service, Excellence, Stewardship) and Mindset (Empower, Challenge, Drive).
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