8120 Barclaycard UK
Overview Purpose of the role: to support the implementation of major changes and improvements to the organization's IT service management practices by driving strategic initiatives to modernize, transform and future proof how the bank delivers and supports technology services. Organisational and role context is focused on establishing and running the service-management control plane for IT operations, aligning with Engineering, Product, Customer Operations, CISO, Controls, and the wider transformation programme. The role aims to make new technology services safe to launch, clear to operate and measurable once live, while avoiding siloed operations. 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 organisation. 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 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 prioritisation, 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+ stabilisation. 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 evidence and decisions required. Day 1+ service maturity roadmap showing how the model evolves from people led launch control to a standardised, tool assisted and AI enabled cross provider service model. Candidate Profile The successful candidate will be an experienced service management and technology operations leader with a strong track record of standing up or materially improving ITSM, incident management and operational governance in complex, regulated technology environments. They will be comfortable operating hands on in an immature / build environment while also creating the repeatable standards, artefacts and routines required for scale. They must be able to lead calmly during major incidents, create clarity across ambiguous ownership boundaries, challenge over heavy process where it slows delivery, and build credibility with engineering, product, customer operations, supplier and executive stakeholders. The role requires strong judgement: enough control to protect service reliability and regulatory confidence, without importing unnecessary legacy process overhead. Essential Knowledge, Skills and Experience Significant experience in IT service management, service operations or technology operations within a complex fintech, payments, payment acquiring company. Proven experience leading major incident management, incident command, crisis coordination, stakeholder communications and post incident improvement in high availability services. Strong practical knowledge of ITSM processes, including incident, problem, change, request, knowledge, service catalogue, SLA / KPI management and operational reporting. Experience designing or improving service management tooling and workflows, ideally including Jira Service Management, ServiceNow or equivalent ITSM platforms. Ability to define operational readiness criteria, service runbooks, escalation models, support boundaries, service level expectations and evidence packs for technology launches. Strong understanding of SRE, observability, alert hygiene, service ownership, SLOs, error budgets, postmortems and automation led service improvement. Experience working across engineering, product, customer operations, suppliers, control teams and senior technology leadership to resolve ambiguity and drive adoption. Excellent written and verbal communication skills, with the ability to produce clear executive ready updates, incident communications, decision papers and service readiness reporting. Experience in merchant acquiring, payments, gateway, servicing portal, digital channels or high volume transaction processing environments. Familiarity with operational resilience, business continuity, disaster recovery, technology controls, audit evidence and regulated outsourcing / supplier management expectations. Experience operating in a carve out, new entity build, platform migration, service transition or large scale transformation environment. Understanding of AIOps, event correlation, service telemetry, automated evidence capture and AI enabled service management patterns. This position is not eligible for visa sponsorship and applicants must already hold the legal right to work in the UK. This role is intended for candidates who are already operating at Director level. Success Measures Day 0 launch services have clear ownership, service records, operational readiness evidence, escalation paths, tooling routes, runbooks and go / no go confidence. Major incidents are managed through a consistent command model with clear communications, timely escalation, accurate decision logging and completed post incident actions. ITSM processes are adopted by relevant BPL teams and partners without excessive bureaucracy, enabling faster recovery, better evidence and clearer accountability. Service reporting provides reliable insight into service health, incident trends, change performance, risk, controls, resilience posture and decisions required. Recurring incidents and service issues are converted into problem records, accountable improvement actions and measurable reduction in repeat failure demand. CIO and senior stakeholders have confidence that Technology Operations is providing a scalable . click apply for full job details
Overview Purpose of the role: to support the implementation of major changes and improvements to the organization's IT service management practices by driving strategic initiatives to modernize, transform and future proof how the bank delivers and supports technology services. Organisational and role context is focused on establishing and running the service-management control plane for IT operations, aligning with Engineering, Product, Customer Operations, CISO, Controls, and the wider transformation programme. The role aims to make new technology services safe to launch, clear to operate and measurable once live, while avoiding siloed operations. 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 organisation. 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 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 prioritisation, 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+ stabilisation. 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 evidence and decisions required. Day 1+ service maturity roadmap showing how the model evolves from people led launch control to a standardised, tool assisted and AI enabled cross provider service model. Candidate Profile The successful candidate will be an experienced service management and technology operations leader with a strong track record of standing up or materially improving ITSM, incident management and operational governance in complex, regulated technology environments. They will be comfortable operating hands on in an immature / build environment while also creating the repeatable standards, artefacts and routines required for scale. They must be able to lead calmly during major incidents, create clarity across ambiguous ownership boundaries, challenge over heavy process where it slows delivery, and build credibility with engineering, product, customer operations, supplier and executive stakeholders. The role requires strong judgement: enough control to protect service reliability and regulatory confidence, without importing unnecessary legacy process overhead. Essential Knowledge, Skills and Experience Significant experience in IT service management, service operations or technology operations within a complex fintech, payments, payment acquiring company. Proven experience leading major incident management, incident command, crisis coordination, stakeholder communications and post incident improvement in high availability services. Strong practical knowledge of ITSM processes, including incident, problem, change, request, knowledge, service catalogue, SLA / KPI management and operational reporting. Experience designing or improving service management tooling and workflows, ideally including Jira Service Management, ServiceNow or equivalent ITSM platforms. Ability to define operational readiness criteria, service runbooks, escalation models, support boundaries, service level expectations and evidence packs for technology launches. Strong understanding of SRE, observability, alert hygiene, service ownership, SLOs, error budgets, postmortems and automation led service improvement. Experience working across engineering, product, customer operations, suppliers, control teams and senior technology leadership to resolve ambiguity and drive adoption. Excellent written and verbal communication skills, with the ability to produce clear executive ready updates, incident communications, decision papers and service readiness reporting. Experience in merchant acquiring, payments, gateway, servicing portal, digital channels or high volume transaction processing environments. Familiarity with operational resilience, business continuity, disaster recovery, technology controls, audit evidence and regulated outsourcing / supplier management expectations. Experience operating in a carve out, new entity build, platform migration, service transition or large scale transformation environment. Understanding of AIOps, event correlation, service telemetry, automated evidence capture and AI enabled service management patterns. This position is not eligible for visa sponsorship and applicants must already hold the legal right to work in the UK. This role is intended for candidates who are already operating at Director level. Success Measures Day 0 launch services have clear ownership, service records, operational readiness evidence, escalation paths, tooling routes, runbooks and go / no go confidence. Major incidents are managed through a consistent command model with clear communications, timely escalation, accurate decision logging and completed post incident actions. ITSM processes are adopted by relevant BPL teams and partners without excessive bureaucracy, enabling faster recovery, better evidence and clearer accountability. Service reporting provides reliable insight into service health, incident trends, change performance, risk, controls, resilience posture and decisions required. Recurring incidents and service issues are converted into problem records, accountable improvement actions and measurable reduction in repeat failure demand. CIO and senior stakeholders have confidence that Technology Operations is providing a scalable . click apply for full job details
8120 Barclaycard UK
Purpose of the role To design, develop and improve software, utilising various engineering methodologies, that provides business, platform, and technology capabilities for our customers and colleagues. Accountabilities Development and delivery of high quality software solutions by using industry aligned programming languages, frameworks, and tools. Ensuring that code is scalable, maintainable, and optimized for performance. Cross functional collaboration with product managers, designers, and other engineers to define software requirements, devise solution strategies, and ensure seamless integration and alignment with business objectives. Collaboration with peers, participation in code reviews, and promotion of a culture of code quality and knowledge sharing. Stay informed of industry technology trends and innovations and actively contribute to the organization's technology communities to foster a culture of technical excellence and growth. Adherence to secure coding practices to mitigate vulnerabilities, protect sensitive data, and ensure secure software solutions. Implementation of effective unit testing practices to ensure proper code design, readability, and reliability. Expectations To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/processes; deliver continuous improvements and escalates breaches of policies/procedures. If managing a team, they define jobs and responsibilities, plan for the department's future needs and operations, counsel employees on performance and contribute to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. Leadership Behaviours L - Listen and be authentic E - Energise and inspire A - Align across the enterprise D - Develop others For an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions. Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment. Manage and mitigate risks through assessment, in support of the control and governance agenda. Demonstrate leadership and accountability for risk and strengthening controls in relation to the work your team does. Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business. Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies. Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions. Adopt and include the outcomes of extensive research in problem solving processes. Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes. 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. Experience Required To be successful as a Staff Software Engineer you should have experience with: Deep expertise in backend engineering and building large scale distributed systems within a cloud environment preferably AWS (Azure, GCP also suitable). Expert level mastery of Java or Kotlin, Scala, or similar JVM language. Data Layer Expertise - Experience with both SQL (PostgreSQL, MySQL) and NoSQL (MongoDB, DynamoDB, Redis) databases, understanding when to use each. Some other highly valued skills may include: Proven experience working with AI Technologies or machine learning integration. FinTech, Payments, scaling Tech or start up domain experience. Rust - Experience with systems programming and performance critical services. Kubernetes - Container orchestration experience with K8s, Helm, and cloud native deployment strategies. React - Modern frontend development skills with React, TypeScript, and state management libraries. Observability - Experience with monitoring, logging, and tracing tools. CI/CD Wizardry - Extensive DevOps mindset with experience in automated deployment pipelines, infrastructure as code, and GitOps practices. Messaging & Events - Solid grasp of messaging technologies (Kafka, RabbitMQ, SQS, NATS) and event driven architecture patterns. API Design - Proven track record designing and implementing RESTful and/or GraphQL APIs that scale. You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job specific technical skills. Working Location The successful candidate will be based in London. Our offices are located at 1 Churchill Place and 7 Westferry Circus (new BPL office). We support a hybrid working pattern with 3 days per week office based presence expected. Working Hours Our team operates an on call rota and so weekend and evening working may be required on occasion.
Purpose of the role To design, develop and improve software, utilising various engineering methodologies, that provides business, platform, and technology capabilities for our customers and colleagues. Accountabilities Development and delivery of high quality software solutions by using industry aligned programming languages, frameworks, and tools. Ensuring that code is scalable, maintainable, and optimized for performance. Cross functional collaboration with product managers, designers, and other engineers to define software requirements, devise solution strategies, and ensure seamless integration and alignment with business objectives. Collaboration with peers, participation in code reviews, and promotion of a culture of code quality and knowledge sharing. Stay informed of industry technology trends and innovations and actively contribute to the organization's technology communities to foster a culture of technical excellence and growth. Adherence to secure coding practices to mitigate vulnerabilities, protect sensitive data, and ensure secure software solutions. Implementation of effective unit testing practices to ensure proper code design, readability, and reliability. Expectations To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/processes; deliver continuous improvements and escalates breaches of policies/procedures. If managing a team, they define jobs and responsibilities, plan for the department's future needs and operations, counsel employees on performance and contribute to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. Leadership Behaviours L - Listen and be authentic E - Energise and inspire A - Align across the enterprise D - Develop others For an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions. Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment. Manage and mitigate risks through assessment, in support of the control and governance agenda. Demonstrate leadership and accountability for risk and strengthening controls in relation to the work your team does. Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business. Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies. Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions. Adopt and include the outcomes of extensive research in problem solving processes. Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes. 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. Experience Required To be successful as a Staff Software Engineer you should have experience with: Deep expertise in backend engineering and building large scale distributed systems within a cloud environment preferably AWS (Azure, GCP also suitable). Expert level mastery of Java or Kotlin, Scala, or similar JVM language. Data Layer Expertise - Experience with both SQL (PostgreSQL, MySQL) and NoSQL (MongoDB, DynamoDB, Redis) databases, understanding when to use each. Some other highly valued skills may include: Proven experience working with AI Technologies or machine learning integration. FinTech, Payments, scaling Tech or start up domain experience. Rust - Experience with systems programming and performance critical services. Kubernetes - Container orchestration experience with K8s, Helm, and cloud native deployment strategies. React - Modern frontend development skills with React, TypeScript, and state management libraries. Observability - Experience with monitoring, logging, and tracing tools. CI/CD Wizardry - Extensive DevOps mindset with experience in automated deployment pipelines, infrastructure as code, and GitOps practices. Messaging & Events - Solid grasp of messaging technologies (Kafka, RabbitMQ, SQS, NATS) and event driven architecture patterns. API Design - Proven track record designing and implementing RESTful and/or GraphQL APIs that scale. You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job specific technical skills. Working Location The successful candidate will be based in London. Our offices are located at 1 Churchill Place and 7 Westferry Circus (new BPL office). We support a hybrid working pattern with 3 days per week office based presence expected. Working Hours Our team operates an on call rota and so weekend and evening working may be required on occasion.