Service & Operations Lead in SERVICE OPERATIONS

About the role 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 HelixGPT journey and you will play a key part in helping us deliver our roadmap. Flexible Working Options

This role is open to flexible working patterns, these may include:

• Job share

• Flexible start and end time to each day

• Part time

• Ability to adapt calendar as needed, this could be to fit in the school run, gym, or appointments

• A 50% in-office attendance requirement can be spread across the month to accommodate diverse working patterns, such as the flexibility to purchase a weekly train ticket for certain weeks

• Compressed hours (subject to approval and policy within the team)

• Working from abroad policy (subject to approval and policy within the team)

Opportunities in Leeds

We're excited to be growing our presence in Leeds, a city we've been connected to for nearly 200 years! Our modern, accessible office in the City Centre offers a supportive, flexible working environment. The majority of roles, including this one, are now available in Leeds, giving you the chance to build a meaningful career outside of London while contributing to our mission from a dynamic and growing location. You'll work collaboratively with London-based colleagues in a hybrid model, with regular opportunities to travel into the London office to meet and connect together in person.

Want to learn more? Discover what makes our Leeds office such a dynamic place to work by visiting our Leeds page for more details.

A day in the role:

You will begin the day with a short team stand‑up, where shared priorities, individual workstreams, and any overnight incidents or changes are reviewed. Following this, you will progress with your planned work, managing your time effectively while adhering to agreed priorities.

Work is primarily prioritised and tracked through Jira and BMC Smart IT tickets, and you are expected to focus on the highest‑priority items as agreed with the team. Tasks may include investigating and resolving technical issues, delivering platform enhancements, or 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. These sessions help ensure work is aligned, risks are managed and dependencies are clearly understood.

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

While you are trusted to manage your own workload and delivery, you are expected to work within established priorities, processes, and governance. Collaboration with colleagues across Tech and wider Bank when needed with clear communication and accurate updates on their requirements is a key part of the role.

Role Requirements:

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 will feel at home here.

Minimum Criteria:

We're looking for someone who has the following key skills and experience:

• A minimum of 3 years' hands-on experience developing and troubleshooting BMC Helix modules like Incident, Problem, Change, CMDB and Service Catalog.

• Experience working with Smart IT, DWPC and Helix Dashboards.

• Experience developing workflows and automation in PWA enabled environment.

• Experience troubleshooting customisations, integrations (Rest api, Pentaho Spoon), performance using relevant logs.

• Experience creating Service Catalog requests in DWPC and Dashboards in Helix Dashboards.

Essential Criteria

We are interested in hearing from candidates who have the following capabilities:

• Have a strong developer mindset to IT service management, enjoying the challenge of building, configuring and improving solutions rather than simply operating them.

• 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.

Desirable Criteria

It would also be beneficial, but not necessary, to have some of the following:

• Experience working with BMC Helix beyond the core ITSM modules, such as CMDB configuration. Having a background in Discovery, Service Models, or configuration data quality would be beneficial but is not essential.

• 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.

Don't hesitate to apply if you don't meet all the essential criteria. We value diverse perspectives and believe that different backgrounds can contribute to our team's success.

How This Role Fits into the Wider Bank

This role sits within the Service Operations and Tooling area of the Service Division in Technology. The team is responsible for managing the Bank's ITSM tooling. The Service Division owns the end-to-end operation of the IT services and devices used by Bank colleagues. It brings together the Bank's foundational Technology teams to provide clear service accountability, enabling colleagues across the organisation to deliver and protect the Bank's mission. We ensure that services perform at the appropriate level to meet business needs, with all systems underpinning business processes actively monitored to ensure availability and performance.

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.

Our Approach to InclusionThe Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve. At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it's by drawing on different perspectives and experiences that we'll continue to make the best decisions for the public. We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed. For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders. Finally, we're proud to be a member of the Disability Confident Scheme . If you wish to apply under this scheme, you should check the box in the 'Candidate Personal Information' under the 'Disability Confident Scheme' section of the application. Salary and Benefits InformationWe encourage flexible working, part time working and job share arrangements. Part time salary and benefits will be on a pro-rated basis as appropriate.

We offer a salary as follows: £37,120 - £46,900

In addition, we also offer a comprehensive benefits package as detailed below:

• Currently a non-contributory, career average pension giving you a guaranteed retirement benefit of 1/80th of your annual salary for every year worked. There is the option to increase your pension (to 1/65th) or decrease (to 1/105th) in exchange for salary through our flexible benefits programme each year. The Bank has the discretion to vary standard accrual rates and dial up and dial down rates at any time and to withdraw dial up and dial down options at any time.
• A discretionary performance award based on a current award pool.
• An 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days' annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.

National Security Vetting ProcessEmployment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice .

The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited. The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis.

The Application Process Important: Please ensure that you complete the 'work history' section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It's therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process. The assessment process will comprise of two interview stages; the first a technical round, the second a competency round. This role closes on Wednesday 22nd April 2026 Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.