Barclays
ITSM Product Owner - Barclaycard Payments
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Vice President, IT Service Management Transformation & ITSM Product Owner (London)
Purpose of the Role
To support the implementation of major changes and improvements to the organisation’s IT service management (ITSM) practices by driving strategic initiatives to modernise, transform, and future-proof how the bank delivers and supports technology services.
Accountabilities
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Strategic Planning & KPIs
- Establish KPIs to measure the success and impact of specific transformation programmes
- Actively monitor KPIs to identify effectiveness, improvement areas within the ITSM framework, and mitigation strategies for potential issues
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Tool & Platform Modernisation
- Conduct analysis of emerging ITSM tools and platforms to align with the bank’s transformation goals and future needs
- Manage selection, implementation, and seamless adoption of new tools/platforms, ensuring efficient data migration from legacy systems to reduce manual workloads
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Change Management & Communication
- Develop and communicate strategic initiatives, visions, and goals via workshops, sessions, and stakeholder engagement
- Highlight benefits of modernisation and transformation to enhance the bank’s technology service delivery
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Initiative Prioritisation & Execution
- Prioritise banking initiatives based on impact, resource availability, and feasibility
- Develop and monitor execution plans for transformation projects to ensure successful implementation
Expectations (Vice President Level)
Strategic & Leadership Responsibilities
- Contribute or set strategy, drive requirements, and recommend changes
- Plan resources, budgets, and policies; maintain and enforce policies/procedures
- Deliver continuous improvements and escalate breaches of policies
People Leadership (If Applicable)
- Define job roles and responsibilities and plan for future departmental needs
- Counsell employees on performance and influence pay decisions
- Lead teams with alignment to strategic and tactical priorities, balancing short-term and long-term goals
- Ensure budgets/schedules meet corporate requirements
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Leadership Behaviours (LEAD Framework)
For People Leaders, demonstrate:
- L – Listen and be authentic
- E – Energise and inspire
- A – Align across the enterprise
- D – Develop others
For individual contributors, act as a subject matter expert and:
- Guide multi-year assignments
- Identify integration needs for diversified expertise
- Train, coach, and mentor less experienced specialists
Stakeholder & Risk Management
- Advise functional leadership teams and senior management on areas of impact
- Manage and mitigate risks through assessment in support of governance
- Demonstrate accountability for risk management and aligning controls
Business Collaboration & Analysis
- Collaborate with cross-functional teams to support business strategies
- Create innovative solutions through analytical thought and research
- Build and maintain trusting relationships with stakeholders
Barclays Values & Mindset
Adhere to Barclays’ core values (Respect, Integrity, Service, Excellence, Stewardship) and mindset principles:**
- Empower individuals
- Challenge process
- Drive performance
Specific Role: ITSM Product Owner (Barclaycard Payments)
Key Objectives
- Own the ITSM platform as a single, integrated system of record
- Enable automated, scalable service operations aligned with the Tech Ops operating model
- Translate operating models into workflows, automation, and embedded tooling for engineering teams
- Demonstrate ability to adapt in a greenfield organisation
Required Experience
- End-to-end ITSM product ownership (Incident, Problem, Change, Request, CMDB, Asset Management, Knowledge) with clear service outcomes
- Experience managing an ITSM platform (e.g., Jira Service Management, ServiceNow, BMC Helix) and maintaining backlogs
- Ability to define and deliver Day 0 to mature ITSM capabilities in transformation environments
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People & Stakeholder Skills
- Experience in people management
- Strong stakeholder management skills across Product, Engineering, and Operations leadership
Highly Valued Additional Experience
- Exposure to Site Reliability Engineering (SRE) practices and ITSM-CI/CD pipeline integration
- Building service management for fintech or high-growth digital platforms
Competency Assessment
Success depends on technical, leadership, and IT governance skills such as:
- Risk and control management
- Change and transformation
- Business acumen, strategic thinking, and digital technology
Working Arrangement
- Location: London (1 Churchill Place or 7 Westferry Circus)
- Office Presence: 3 days per week required (weekend/evening work may be occasional)
About Barclaycard Payments
- Provides critical payments infrastructure for the UK economy, processing billions in transactions for clients
- Partnership with Brookfield Asset Management will drive innovation, operational transformation, and long-term growth, with an investment of £400m
- Focus on delivering a standalone payments entity for at least 10 years
Barclays Culture & Benefits
- Ranked #1 Top Workplace in the region
- Culture valued collaboration, curiostiy, self-discipline, and integrity
- Opportunity to join a fast-evolving, cutting-edge payment solutions provider
For more details on their partnership with Brookfield, visit Barclays.com.
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