Barclays
ITSM Product Owner - Barclaycard Payments
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ITSM Product Owner – Barclaycard Payments
Own the ITSM platform as a product, ensuring it delivers a single, integrated system of record that enables automated, scalable service operations aligned to the Tech Ops operating model.
You’ll translate the operating model into workflows, automation, and tooling while embedding these changes into engineering ways of working. Ideal for someone thriving in a greenfield organisation.
Key Responsibilities
Core Accountabilities
- Drive transformation of IT service management (ITSM) practices by prioritising and implementing strategic initiatives
- Establish KPIs to measure success and monitor transformation programmes
- Analyse emerging ITSM tools and platforms to align with Barclays’ future needs
- Lead the selection, implementation, and migration of new tools/platforms while reducing manual workloads
- Define and communicate change management strategies, visions, and goals through workshops, sessions, and communication channels
- Prioritise bank initiatives based on impact, resources, and feasibility, developing execution plans for each project
Vice President Expectations
- Strategy & Leadership: Contribute to or set strategy, plan resources/budgets, define policies/procedures, and ensure alignment with corporate priorities
- Risk & Controls: Assess, manage, and mitigate risks to strengthen operational governance and compliance
- Team Leadership (if applicable): Manage teams, define jobs/responsibilities, and ensure consistently high performance via LEAD behaviours:
- Listen and be authentic
- Energise and inspire
- Align across the enterprise
- Develop others
- Stakeholder Engagement: Advise and collaborate with senior leadership, functional teams, and specialised experts
Individual Contributor Alternative: Guide technical direction, lead long-term assignments, and coach specialists in problem-solving, training, and strategic decision-making
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Key Skills & Experience
Mandatory Requirements
- Experience in end-to-end ITSM product ownership, covering core components:
- Incident, Problem, Change, Request Management
- CMDB (Configuration Management Database)
- Asset Management (Software/Hardware)
- Knowledge Management
- ITSM platform ownership, including roadmap and backlog management for tools like:
- Jira Service Management
- ServiceNow
- BMC Helix
- Proven ability to define and deliver Day 0 to mature ITSM capability in greenfield or transformation environments
- People management experience
Highly Valued Skills
- Exposure to Site Reliability Engineering (SRE) practices and ITSM-CI/CD integration
- Experience building service management for fintech or high-growth digital platforms
- Stakeholder management skills across Product, Engineering, and Operations leadership teams
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Assessment Criteria
- Technology & Digital Strategy: Proficiency in technical risk, controls, and transformation thinking
- Business Acumen & Strategic Thinking: Ability to align ITSM solutions with Barclays’ operational goals
- Job-Specific Technical Skills: Deep understanding of platform functionality (e.g., integration, scalability, automation)
About the Role & Beerlaycard Payments
Barclaycard Payments is a critical infrastructure provider for the UK economy, handling billions in annual payments across businesses and corporate clients. Post-April 2025, Barclays has partnered with Brookfield Asset Management to drive innovation and growth over a 10-year commitment, investing ~£400m in the transformation. The business will remain as part of the Barclaycard Payments (BPL) brand under this agreement.
Location: London, at 1 Churchill Place and 7 Westferry Circus (new BPL office). Work Arrangement: 3 days per week office-based (one day hybrid/remote). Occasional weekend/evening working may apply depending on operational needs.
Barclays will expect colleagues to embody their Values (Respect, Integrity, Service, Excellence, Stewardship) and Mindset (Empower, Challenge, Drive).
The successful candidate will understand how a centralised, optimised ITSM platform empowers teams to function as a single, high-performing enterprise.
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