Service & Operations Lead in Service Operations

Service & Operations Lead – Service Operations, Technology Directorate

Permanent

Full time

Location – Leeds or London

We’re seeking a BMC Helix developer to join our ITSM Tools team as an ITSM Technical Analyst where you’ll put your BMC Helix development expertise to work on a modern ITSM platform. We’re already well underway on our Helix

GPT journey and you will play a key part in helping us deliver our roadmap.

• Job share
• Flexible start and end time each day
• Ability to adapt calendar as needed (e.g., school run, gym, appointments)
• 50% in‑office attendance requirement spread across the month
• Compressed hours (subject to approval)
• Working from abroad (subject to approval)

We’re excited to grow our presence in Leeds. Our modern, accessible office offers a supportive, flexible working environment. The majority of roles are now available in Leeds, giving you the chance to build a meaningful career outside London while collaborating with London‑based colleagues in a hybrid model.

You will begin the day with a short team stand‑up, review shared priorities, work streams, and overnight incidents or changes. You will then progress with your planned work, managing time effectively while adhering to agreed priorities.

Work is primarily prioritised and tracked through Jira and BMC Smart IT tickets. You will focus on the highest‑priority items, investigating technical issues, delivering platform enhancements, and progressing development activity across the ITSM toolset.

You will participate in weekly team meetings and regular triage calls, contributing to discussions on workload, upcoming changes, and emerging issues.

You are required to maintain a monthly ROTA for designated support days and provide technical support for the ITSM platform, responding to incidents, defects, or urgent requests as required.

You are trusted to manage your own workload and delivery, while working within established priorities, processes, and governance. Collaboration with colleagues across Tech and the wider Bank is essential.

Do you enjoy turning real service problems into well‑designed technical solutions, experimenting with automation, and continuously improving how a platform works for its users? If so, you’ll feel at home here.

• Minimum 3 years of hands‑on experience developing and troubleshooting BMC Helix modules (Incident, Problem, Change, CMDB, Service Catalog)
• Experience working 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), performance using logs
• Experience creating Service Catalog requests in DWPC and Dashboards in Helix Dashboards

• Strong developer mindset to IT service management, enjoying building, configuring, & improving solutions that run effectively
• Comfortable turning user stories into well‑designed, supportable solutions that improve how services run
• 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

• Experience with BMC Helix beyond core ITSM modules (e.g., CMDB configuration) such as Discovery, Service Models, or configuration data quality
• Exposure to scripting languages like SQL, Python, etc.
• Experience introducing AI‑enabled functionality or data‑driven service improvements that led to changes in processes or ways of working

This role sits within the Service Operations and Tooling area of the Service Division in Technology. The team manages the Bank’s ITSM tooling to ensure services perform at the appropriate level to meet business needs.

As the Bank begins its journey to deliver greater efficiency and value, this role is critical in helping achieve those outcomes, particularly through the deployment of Agentic AI tooling and the continued modernisation of ITSM practices.

The Bank values diversity, equity and inclusion. We support flexible working and are proud members of the Disability Confident Scheme.

Leeds: £37,120 – £42,210

London: £41,680 – £46,890

• Non‑contributory, career average pension with guaranteed retirement benefit; flexible options
• Discretionary performance award
• 8% benefits allowance, convertible to salary or flexible benefits
• 26 days annual leave, option to buy up to 12 additional days
• Private medical insurance and income protection

Employment will be subject to a National Security Vetting clearance process, which may take 6–12 weeks post‑offer, along with other Bank security checks.