• All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for how we behave.

Organisational Context

BPL is building a lean, AI-first, and service-led Technology Operations capability to support the Gaia programme, Q3 MVP launches, and the progressive transition from current Barclays/TC07 operating arrangements to a standalone BPL service model. Tech Ops is intended to act as the horizontal operational backbone across internal teams, product value streams, and provider-delivered services. Its focus is reliability, operability, resilience, and control — not feature delivery. The immediate priority is to make the Next Generation Gateway, Service Portal, and associated launch capabilities safe to run at Day 0, with clear ownership, operational readiness gates, service hand-offs, incident command, tooling routes, controls evidence, and reporting in place. Over time, the role will mature this into a repeatable, scalable service model across BPL services, integrating ITSM, AIOps, service reporting, SLOs, problem management, resilience, and supplier operations into a single operating loop.

Scope

The role owns the design, implementation, and ongoing operation of the core service-governance layer across Technology Operations. This includes ITSM processes, major incident command, service catalogue and ownership model, change enablement governance, operational readiness, service reporting, knowledge management, problem management, and the service-management interfaces with Engineering, Customer Operations, suppliers, CISO, Controls, and legacy/TC07 teams. The role does not own product delivery, application development, engineering backlogs, vulnerability management, security policy, customer-service tooling, or traditional eyes-on-glass monitoring. It is accountable for ensuring that the operational process, governance, escalation, evidence, and reporting model is clear, adopted, and effective across those delivery and support boundaries.

Key Accountabilities

• Establish and operate the BPL ITSM framework across incident, major incident, problem, change enablement, request, knowledge, and service catalogue processes, ensuring the model is pragmatic, lean, and appropriate for a fintech-scale organization.
• Lead the major incident management capability, including incident command, war-room execution, escalation paths, communications routines, post-incident review, and follow-through on systemic actions.
• Define the service catalogue, ownership model, and service criticality approach, ensuring every launch service has clear service ownership, support boundaries, routing, on-call/escalation arrangements, runbooks, and readiness evidence.
• Shape change enablement governance for BPL services, balancing control and speed through risk-based change thresholds, standard change patterns, release readiness, rollback criteria, audit evidence, and alignment to Barclays control requirements where applicable.
• Drive problem management and continuous improvement, ensuring recurring incidents, service instability, and launch learnings are converted into accountable actions, engineering backlogs, service improvements, and measurable reduction in repeat failure demand.
• Own operational readiness criteria for Day 0 launches, including runbooks, service records, escalation contacts, tooling routes, monitoring/signal inputs, customer and supplier hand-offs, comms routes, controls evidence, and go/no-go support.
• Develop service reporting and executive MI across incidents, service performance, SLAs/KPIs, SLOs, DORA indicators where relevant, change performance, control posture, resilience readiness, risk, decisions, and operational confidence.
• Partner with SRE, Platform, Engineering, and AIOps capabilities to improve alert quality, incident detection, event correlation, automation, toil reduction, operational telemetry, and post-incident learning without diluting engineering accountability.
• Manage service-governance interfaces with suppliers and legacy service providers, ensuring clear escalation models, support obligations, operational hand-offs, evidence expectations, and transition readiness gates as capabilities move towards the BPL target model.
• Build a practical service-management culture across BPL Technology Operations: clear ownership, blameless learning, data-led prioritization, automation before headcount, strong control evidence, and concise senior stakeholder communication.

Key Responsibilities

• Translate the Tech Ops operating model into executable service-management processes, role clarity, RACI/ownership maps, governance routines, workflow requirements, and adoption artefacts.
• Stand up the Day 0 incident model for launch services, including named incident roles, severity definitions, escalation triggers, war-room protocols, communications templates, decision logs, and post-incident review process.
• Work with Engineering and Platform teams to define minimum operational readiness requirements for each service, including observability, alerting, ownership, runbooks, rollback, support coverage, and service-level expectations.
• Configure and continuously improve the service-management operating model across Jira Service Management or agreed tooling, ensuring workflow design supports routing, evidence capture, reporting, and scale.
• Establish a lightweight service catalogue/CMDB-lite approach covering service owner, technical owner, criticality, dependencies, support model, supplier interfaces, and operational evidence requirements.
• Lead operational engagement for launches and transitions, ensuring product, engineering, customer operations, support, supplier, and control teams understand how services will run once live.
• Produce concise, senior-ready updates on launch readiness, service risk, incident trends, operational decisions, control posture, and confidence to proceed.

Key Deliverables

• Day 0 service-governance model for launch services, including incident, problem, change, request, knowledge, service catalogue, and reporting processes.
• Major incident management playbook, covering command model, severity levels, escalation, communications, decision logging, post-incident review, and action tracking.
• Operational readiness checklist and evidence pack for each launch service, aligned to go/no-go decisions and Day 1+ stabilization.
• Service catalogue/CMDB-lite baseline with clear ownership, criticality, dependencies, routing, on-call/escalation contacts, and support boundaries.
• Service reporting pack covering incidents, MTTR, repeat incidents, change performance, service health, SLA/KPI performance, operational risks, controls