Service & Operations Lead in SERVICE OPERATIONS

Service & Operations Lead in Service Operations, Technology Directorate

Permanent

Full time

Location - Leeds or London

About the role

We're seeking a BMC Helix developer to join our ITSM Tools team as an ITSM Technical Analyst. You'll apply your BMC Helix development expertise to a modern ITSM platform and play a key role in driving HelixGPT initiatives and delivering our roadmap.

Flexible Working Options

• Job share
• Flexible start and end time for each day
• Part time
• Calendar adjustments for school runs, gym, appointments
• 50% in office attendance requirement spread across the month
• Compressed hours (subject to approval)
• Working from abroad (subject to approval)

Opportunities in Leeds

Our modern, accessible office in the City Centre offers a supportive, flexible working environment. Most roles, including this one, are now based in Leeds, providing a meaningful career outside London while collaborating with London colleagues in a hybrid model.

A day in the role

Start with a short stand up to review priorities, incidents and changes. Manage your planned work in Jira and BMC Smart IT tickets, focusing on high priority items. Participate in weekly meetings and triage calls, maintain a monthly rota for support days, and provide technical support for the ITSM platform.

Work autonomously but within established priorities, processes, and governance. Collaborate across Tech and the wider Bank, communicating clearly and keeping stakeholders up to date.

Role Requirements

Do you enjoy turning real service problems into well designed technical solutions, experimenting with automation and continuously improving platform performance? If so, you'll fit in well here.

Minimum Criteria

• Minimum 3 years of hands on experience developing and troubleshooting BMC Helix modules (Incident, Problem, Change, CMDB, Service Catalog).
• Experience with Smart IT, DWPC and Helix Dashboards.
• Experience developing workflows and automation in a PWA enabled environment.
• Experience troubleshooting customisations, integrations (REST API, Pentaho Spoon) and performance using logs.
• Experience creating Service Catalog requests in DWPC and dashboards in Helix Dashboards.

Essential Criteria

• Strong developer mindset for IT service management, building and improving solutions.
• Ability to turn user stories into well designed, supportable solutions.
• Enjoy problem solving, continuous improvement and working in an agile or iterative delivery environment.
• Works well with a range of stakeholders including end users and vendors.

Desirable Criteria

• Experience with BMC Helix beyond core ITSM modules, such as CMDB configuration, Discovery, Service Models, or data quality.
• Exposure to scripting languages like SQL or Python.
• Exposure to AI enabled functionality or data driven service improvements that led to process changes.

How This Role Fits into the Wider Bank

The role sits within the Service Operations and Tooling area of the Service Division in Technology, responsible for managing the Bank's ITSM tooling. It supports the Bank's mission by ensuring reliable IT services and enabling greater efficiency through modernisation and AI tooling.

Our Approach to Inclusion

The Bank values diversity, equity and inclusion, building an inclusive culture that reflects society. We celebrate all forms of diversity, including age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status.

Salary and Benefits Information

Leeds: £37,120 - £42,210

London: £41,680 - £46,890

• Non contributory pension with a guaranteed retirement benefit of 1/80th of annual salary per year worked (options to adjust rates).
• A discretionary performance award based on the current award pool.
• 8% benefits allowance with the option to take it as salary or purchase flexible benefits.
• 26 days annual leave with the option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.

National Security Vetting Process

Employment requires National Security Vetting clearance, which may take 6 to 12 weeks post offer. Additional Bank security checks will also be required. More details are provided in the Bank's Privacy Notice.

Closing Date

This role closes on 22 June 2026.