Product Service Manager in London

Join a team at the forefront of the FCA's mission to protect consumers and reduce harm in financial markets. As Service Manager, you'll help deliver and enhance IT services that support solutions, triage and case management—enabling data-driven, intelligence-led regulation. You'll work across the Digital Intelligence & Solutions (DIS) division and the Data Intelligence Products (DIP) team, supporting platforms that transform raw data into meaningful insights. These include Search & Discovery, a search tool built on elastic indexes and Decision Hub, which automates workflows using intelligence and data.

This role blends technical expertise with service leadership. You'll troubleshoot issues, validate service components and work closely with product and engineering teams. You'll also manage supplier relationships, support compliance with service architecture and help strengthen the resilience and scalability of our digital services. Your work will support proactive detection, investigation and mitigation of harm—helping shape the future of financial regulation through reliable, high-performing technology.

• Overseeing day-to-day IT service delivery through third-party suppliers, ensuring alignment with FCA frameworks and driving service improvements.
• Providing hands-on technical support, resolving service issues through root cause analysis and working closely with product teams to validate deployments.
• Managing service changes and supplier adjustments, while identifying and mitigating risks across DIS platforms to maintain operational resilience.
• Leading incident response and escalation processes, including coordinating 'red team' interventions when service levels are not met.
• Maintaining and updating service management tools (e.g. ServiceNow, CMDB, ITSCM, change management) to ensure compliance with FCA architecture and support risk mitigation for DAPG.
• Supporting out-of-hours operations as part of an on-call rota, contributing to the continuity and stability of critical services.

• A chance to work in small, empowered teams that value creativity, autonomy and shared purpose.
• A healthy work-life balance, with a focus on working smart and making time count.
• A meaningful role where your contributions help serve and protect those who rely on financial services.
• Trust and respect from leadership, with space to own your work and thrive without micromanagement.
• An inclusive environment that celebrates diverse perspectives and backgrounds.
• A culture that values emotional intelligence, encourages innovation and supports growth through strong, people-focused leadership.

• Prior experience delivering SIAM service management within a complex, multi-supplier IT environment supporting business-critical operations.
• Prior experience managing supplier relationships under commercial frameworks, ensuring fair representation and value for money.
• Prior experience working within Project Management and/or Agile DevOps methodologies to support effective service delivery.
• Deep expertise in SIAM Service Management frameworks, processes and tools (e.g. ServiceNow), supported by ITIL V3 certifications.
• Hands-on technical experience in troubleshooting, service validation and operational support, with a proactive and practical approach.
• Strong understanding of service management across both development and delivery lifecycles, ensuring continuity and quality.
• Proven ability to lead operational escalations, applying problem-solving skills to resolve service issues effectively.
• Experience applying Risk Management methodologies (e.g. MoR) to identify, assess and mitigate service risks.
• Clear and confident communicator, able to translate technical detail into accessible language for diverse audiences.
• Comfortable working across multidisciplinary teams, contributing to service resilience and continuous improvement.
• Committed to maintaining high standards through structured service governance and a focus on long-term stability.

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. Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work/life balance and support our diversity ambitions.

• 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 (there are several contribution levels that increase depending on your age – up to 12% a month once you reach age 35).
• Life assurance of eight times your basic salary.
• Income protection.
• We also have a competitive flexible benefits scheme which gives you the opportunity to create a personalised benefits package, tailored to suit your lifestyle.
• We welcome applications from candidates who are looking for flexible arrangements. Many of our staff work flexibly including working part-time, staggered hours and job shares.

This role is graded as Senior Associate- Regulatory. Advert Closing Date: Midnight 15 September 2025 (submissions by 14 September 2025). CV Review/Shortlist: 15-16 September 2025. Interview: w/c 22 September 2025. When submitting your application, please tailor your CV to highlight how you meet the minimum and essential requirements above. 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.