Lead Problem Manager

Division – Data, Technology & Innovation

Department - Service Ops

Salary - National (Edinburgh and Leeds) ranging from £59,100 to £90,800 and London £64,900 to £99,700 per annum ( salary offered will be based on skills and experience)

About the FCA

The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive. Follow this link to find out more About the FCA .

What will you be doing?

We are seeking a Senior Problem Manager to oversee our Problem Management function. This role is critical in minimising the adverse impact of incidents on the FCA business, preventing recurrence and improving IT services through robust root cause analysis, trend identification and process optimisation.

As part of the Service Management leadership team within the Technology Resilience Department, you will oversee three direct reports, work closely with the Service Desk team and other Service Leads and drive performance to ensure a stable IT environment where recurring incidents are eliminated and problems are proactively addressed.

This team owns the end-to-end problem management process, delivering an industry-leading strategy focused on root cause identification and proactive mitigation. The role involves overseeing actions from high-priority incidents and enhancing the problem management approach.

You will be responsible for producing management information and dashboards that present a clear view of the Problem estate, supporting governance forums such as the weekly Service Governance Board. You will deliver clear, accessible insights from complex technical data, represent Problem Management at senior forums and collaborate with the Senior Service Delivery Manager and Service Operations to shape and implement a forward-thinking Problem Management strategy. Expect to:

• Guide the team in delivering both reactive and proactive Problem Management

• Provide coaching and mentoring to junior team members

• Step in to support peers across the Service Management team, ensuring seamless coverage and collaboration

• Engage with senior stakeholders during high-impact incidents, providing clear communication and trusted guidance

What will you get from the role?

• Join a supportive, dynamic team where you can take full ownership of key processes and contribute to a respected, forward-thinking company

• Be part of a growing, large team transitioning from reactive to proactive ways of working, giving you the opportunity to drive meaningful change and innovation

• Shape and build a new function from the ground up, with ample opportunities to design and continuously improve processes your way

• Make a real impact by bringing your unique perspective, focusing on proactive insights and trend analysis

• Explore exciting new areas beyond the usual scope, expanding the value and reach of Problem Management

Which skills are required?

We are a Disability Confident Employer; therefore, disabled people or individuals with long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. (To learn more about the Disability Confident Scheme Click Here )

Minimum

• Experience in problem management with ITIL V3/V4 certification including handling major technology failures and conducting root cause investigations

• Experience in process ownership and improvement, with the ability to apply Problem Management methodologies to prevent recurrence

• Experience in supporting and managing teams within a Service Management environment, including mentoring junior staff and supporting performance and skills development

Essential

• Strong stakeholder management skills , with the ability to communicate technical findings to non-technical and senior stakeholders

• A track record of managing and maturing Problem Management functions in complex IT environments

• Proficiency in ITSM platforms, particularly ServiceNow

Our Values & Diversity

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.

Did you know ? 50% of our Executive Committee were the first in their family to attend university.

Benefits of working at the FCA

• 2 5 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. We can’t promise to give you exactly what you want but we can explore what might work best for both sides.

Follow this link to see what life is like at the FCA - Life at the FCA

Application Support

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.

If you have an accessibility need, disability, or condition requiring changes to the recruitment process, please contact your recruiter using the details below and they will be happy to discuss this further with you.

Useful Information and Timeliness

• This role is graded as Lead Associate - Regulatory

• Advert Closing Date: 21 st August(please send applications by 20th August 11:59pm)

• CV Review/Shortlist: w /c 25 th August

• Competency Based Interview: w /c 3 rd September

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.

Got a question?

If you are interested in learning more about the role, please contact:

Recruiter – Sonika.Suryadevara@fca.org.uk

Applications must be submitted through our online portal. Applications sent via email will not be accepted.