Shape smarter, more resilient technology services at the heart of English football!
The Football Association is looking for a Service Product Lead to join our Technology team and play a pivotal role in shaping product service management across all our Product Teams.
This is an exciting opportunity for someone who is passionate about investigating root causes and preventing disruptions to our service across our product lines within a complex and evolving environment encompassing our cloud and SaaS estates. Our current Product Service Management capability is still developing, so we are looking for an experienced professional who can bring clarity, governance, and best practice while building strong relationships across both technical and business teams.
You will focus on aligning our ITIL processes with business needs, embedding best practice and strengthening governance.
With the majority of our support teams operating offshore and many stakeholders based within the UK, this role requires someone highly organised, collaborative, and confident communicating across multiple teams and levels of the organisation.
This is a fantastic opportunity to make a visible impact within one of the world's most recognised sporting organisations.
What will you be doing?
IT Service Management:
Oversee the delivery and continual improvement of the FA's IT services, ensuring they remain aligned with organisational priorities.
Partner with business units and customers to understand their needs, set and monitor Service Level Agreements to maintain high-quality support
Implement and govern core ITSM processes, including incident, problem, change, and configuration management.
Own, manage, and continuously improve Problem Management within our Product Management functions.
Stakeholder Management:
Build strong relationships with project teams, service owners, suppliers, and operational support teams.
Act as the key point of coordination between delivery and operational teams.
Facilitate effective communication to ensure smooth and seamless service transitions.
Governance & Reporting:
Manage and monitor service operations across our products - primarily within problem management.
Provide regular reporting to demonstrate value in the Proble...
Product Service Lead - 12M FTC in Wembley employer: FOOTBALL ASSOCIATION
The FA is an exceptional employer that champions creativity and inclusivity in the world of football. With a vibrant work culture that encourages innovation and collaboration, employees have access to unique opportunities for professional growth while working on high-profile projects that resonate with millions. Located at the heart of the sport, this role offers the chance to shape compelling narratives that connect with diverse audiences, making it a truly rewarding place to advance your career.
