Problem Manager in London

Department: Technology Resilience

Division: Data, Technology and Innovation (DTI)

Salary: National (Edinburgh and Leeds) ranging from £52,400 to £61,800 and London £57,700 to £68,000 (salary offered will be based on skills and experience)

This role is graded as: Senior Associate – Regulatory

About The FCA And Team

We regulate financial services firms in the UK, to keep financial markets fair, thriving and effective. By joining us, you will play a key part in protecting consumers, driving economic growth and shaping the future of UK finance services.

The Data, Technology and Innovation (DTI) division enables the FCA to be a digital‐first, data‐led smart regulator by delivering a secure, agile and cost‐effective technology and data ecosystem that drives better decisions, transparency and operational efficiency. Sitting within DTI, the Technology Resilience team safeguards the FCA's digital assets, services and suppliers to ensure the organisation remains secure and compliant.

Role Responsibilities

• Lead regular Problem Management reviews across Product Groups, creating a supportive environment that promotes continuous service improvement and improves operational resilience.
• Guide high priority incident reviews (P1/P2), enabling teams to understand root causes and prevent recurrence, protecting services relied on by UK consumers.
• Shape and maintain Problem Management frameworks, working closely with external partners to ensure consistent, high quality delivery across the technology estate.
• Provide steady leadership during Major Incidents when required, coordinating efforts across teams to restore stability quickly and effectively.
• Develop and maintain data‐driven dashboards, highlighting trends and tracking actions to support transparent decision‐making and measurable service improvement.
• Share clear, accessible insights with senior stakeholders, turning technical detail into meaningful information that supports strategic decisions across the FCA.
• Embed preventive Problem Management practices, using AI‐driven intelligence, Predictive Analytics and governance forums to reduce repeat issues and improve service reliability.
• Play a central role in modernising the FCA's technology resilience capability, gain experience with advanced tooling and shape improvements that benefit millions of UK consumers.

Minimum Skills required

• Prior experience working with ServiceNow Problem Management at an expert level, including configuration, workflow optimisation and the use of Predictive Intelligence.
• Demonstrable experience applying recognised Problem Management and root cause methodologies such as Kepner Tregoe, 5 Whys and Fault Tree/Ishikawa Analysis.
• Proven experience using AI, automation and GenAI tools to enhance RCA quality, strengthen MI reporting and support proactive Problem Management.

Essential

• Demonstrated ability to uncover the root causes of recurring incidents.
• An engaged, collaborative approach to spotting patterns and identifying opportunities for improvement.
• Comfortable using ServiceNow or similar service management tools to help maintain smooth operations.
• Deep appreciation for the ITIL framework, particularly the Problem Management lifecycle.
• ITIL certification would be desirable.
• Proficient in Excel for creating clear, accessible insights.
• Experience preparing meaningful reports in ServiceNow or Tableau.

Benefits

• 25 days annual leave plus bank holidays.
• Hybrid model where employees work a minimum of 40% in the office each month (expectation of 50% for senior leaders). Changing from September to a minimum of 50% in the office each month (expectation of 60% for Directors and Executive Directors).
• Non‐contributory pension (8–12% depending on age) and life assurance at eight times your salary.
• Private healthcare with Bupa, income protection and 24/7 Employee Assistance.
• 35 hours of paid volunteering annually.
• A flexible benefits scheme designed around your lifestyle.

Our values and culture

Our colleagues are the key to our success as a regulator. We are committed to fostering a diverse and inclusive culture: one that’s free from discrimination and bias, celebrates difference and supports colleagues to deliver at their best. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation and delivers better regulation.

If you require any adjustments due to a disability or condition, your recruiter is here to help - reach out for tailored support. We welcome diverse working styles and aim to find flexible solutions that suit both the role and individual needs, including options like part‐time and job sharing where applicable.

Disability confident: our hiring approach

We’re proud to be a Disability Confident Employer and therefore, people or individuals with disabilities and long‐term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. In cases of high application volumes we may progress applicants whose experience most closely matches the role's key requirements.

Useful information and timelines

Timeline:

• Job advert close: 1st April 2026 at 11:59pm
• CV Review/Shortlist: 2nd April 2026
• Interviews: w/c 13th April 2026

Your Recruiter will discuss the process in detail with you during screening for the role, therefore, please make them aware if you are going to be unavailable for any date during this time.