Product Service Manager

The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive.

Data, Technology and Innovation (DTI) is leveraging state-of-the-art data & digital capabilities to deliver innovation in regulation. We utilise data science and intelligence gathering to proactively identify and intervene to prevent harm and protect consumers. As part of our Agile journey, we have formed Product Groups that combine our Delivery and Service functions.

We are looking for an experienced Product Service Manager to join our Security Product Group within Technology Resilience. You will take end-to-end accountability for enterprise security products across the FCA, ensuring stable, high-quality cyber security services that protect our critical operations. You will thrive in complex, multi-vendor environments and make a real impact on financial regulation.

• Manage relationships with third-party security suppliers to meet contractual service levels.
• Oversee service delivery processes while ensuring compliance with technology standards.
• Lead initiatives to continuously improve service quality and operational efficiency.
• Maintain accurate documentation for all supported security components.
• Foster strong connections with stakeholders, business units and external partners.
• Identify and manage risks within Cyber Security service areas.
• Respond to major incidents and SLA risks, coordinating effective resolution.
• Support the advancement of service frameworks using Agile and DevOps practices.

We thrive in small, cross-functional teams that are self-organising and empowered to make decisions balancing delivery of meaningful outcomes with a positive team spirit. Our approach values working intelligently and efficiently, so long hours aren’t part of the culture. We take pride in the purpose behind our work, knowing we’re making a genuine difference to those who rely on our services. Autonomy is key; we hire individuals for their expertise and trust them to deliver without micro-management. We value individuals who lead by example and demonstrate strong interpersonal and collaboration skills to bring out the best in others. We champion creativity and innovation, giving teams the freedom to experiment and shape their own ways of working.

Minimum requirements include:

• Experience of delivering service integration and management within a complex operating model and multi-sourced IT supply chain for business-critical environments.
• Experience of managing suppliers in alignment with commercial framework agreements.
• Experience of applying Project Management methodologies and/or Agile DevOps practices in a dynamic and collaborative setting.

Essential skills:

• Experience applying evidence-based approaches to enhance quality management and identify service delivery improvements through meaningful data insights.
• Skilled in managing delivery expectations through strong communication, effective coordination, and collaborative stakeholder engagement.
• Proven track record in overseeing critical and confidential services within secure operating environments.
• Advanced expertise in SIAM service management frameworks, practices, and technologies (e.g. ServiceNow), supported by ITIL V3 certifications in Intermediate Service Operations and Service Lifecycle Management / Expert.
• Extensive experience in applying service management disciplines throughout both the development lifecycle and live service environments.
• Strong problem-solving ability, with success in leading the resolution of service-related escalations and operational issues in close partnership with cross-functional teams.
• Practical experience in risk management approaches, including Management of Risk (MoR), and in translating complex technical issues for non-technical stakeholders across the organisation.

We are proud to be an inclusive employer and our ambition is to cultivate a culture for all employees that respects their individual strengths, views, and experiences. 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.

Benefits of working at the FCA include:

• 25 days holiday per year plus bank holidays.
• Hybrid working (work from home up to 60% of your time).
• Private healthcare with Bupa.
• A non-contributory Pension of at least 8% of basic salary each month.
• Life assurance of eight times your basic salary.
• Income protection.
• A competitive flexible benefits scheme which gives you the opportunity to create a personalised benefits package, tailored to suit your lifestyle.

We are dedicated to removing barriers and ensuring our application process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

This role is graded as: Senior Associate – Regulatory. SC Clearance is required for this role.

Advert Closing Date: 21st July (please send your applications by 11:59 July 20th).

Your Recruiter will discuss the process in detail with you during screening for the role.