The Role

We are looking for a Product Service Manager to join our End User Compute (EUC) Product Group at the Financial Conduct Authority (FCA). You will be responsible for the delivery of day to day IT operational services across the FCA, with specific focus to End User Assets and Devices i.e. laptops and corporate mobile phones, Print services, Work Place Adjustments, Service Catalogue services etc.

The Product Service Manager is accountable for the stability and quality of those supplier-delivered services running, taking lead to remediate any disruptions or broader operational issues in an efficient and orderly manner.

What does the role involve? What are the key responsibilities?

Delivering the current and future IT services through 3rd party suppliers, managing the day to day relationship with the relevant suppliers. Creating and maintaining documentation for the supported components and ensuring it is available to service providers.

Monitoring and quality assuring 3rd party delivery of service management processes to contractual service levels, ensuring that incidents and request procedures and management is compliant with the frameworks and procedures defined within BTS service architecture. Identify, recommend change and initiate actions required and work with 3rd party suppliers to maintain or improve levels of service.

Managing acceptance of changes to supplier services effectively, including contractual change, financial adjustments and ways of working.

Responsible for the non-functional aspects of the systems, including performance, security, capacity planning, DR etc within the EUC Product Group. Ensure appropriate plans and preventative measures are in place to avoid operational risk.

Responsible for the identification, management and the mitigation of service risks for the EUC Product Group.

Updating Service Management tools (i.e. Service Now, CMDB, ITSCM, change management) to ensure compliance with Service Architecture frameworks, policies and procedures.

Identify, recommend change and initiate actions required and work with support teams to maintain or improve levels of service.

Manage, renew and optimize license position with end user asset products.

Support the management and delivery of work place adjustment products and services.

Responsible for the creation of monthly service reporting.

Supporting operations out of hours as part of an on-call rota

What will the candidate get from the role?

  • Be involved with a significant technological change programme for end user assets.
  • Opportunity to manage current and future end user asset services and suppliers.
  • Opportunity to influence how we can embed Service into ways of working within the Product group.
  • Opportunity to be involved with wide range of technologies and products
  • An opportunity to help shape procedures, practices and policies.
  • Skills/Experience Required


    We’re a signatory to the Government’s Disability Confident scheme. This means that we will offer an interview to disabled candidates entering under the scheme, should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme.

  • Experience of a providing SIAM service management within a complex Operating Model, IT infrastructure in a multi-sourced IT Supply Chain Mode for business-critical operations
  • Experience of working to Project Management methodology and/or Agile DevOps
  • Experience working in Asset Management.
  • Essential 

  • Expert in SIAM Service Management frameworks, procedures, processes and technologies (i.e. SNOW) with ITIL V3 certification (Intermediate – Service Operations), ITIL V3 Service Lifecycle Management / Expert certification
  • Significant experience of service management disciplines within the development life cycle and in-service delivery life cycle
  • Excellent problem solving, leading service related operational escalations and issues to successful resolution with the Product Group teamExperience in Risk Management Methodologies (MoR)
  • Excellent communicator, able to convey technical information to non-technical stakeholders at all levels of the organisation
  • Desirable 

  • Excellent negotiator and influencer, able to work with FCA business teams and
  • BTS teams to deliver consistent services
  • Good end to end knowledge of the key FCA IT systems
  • Familiarity with the business drivers of the FCA and how the FCA primary processes are served by the product group.
  • Good knowledge of how relevant products are used by the FCA and by whom.
  • Good knowledge of the relevant products, technology and service offering and future roadmap.
  • About the FCA

    At the FCA, we’re creating a fair and more resilient financial system. We’re establishing more transparent relationships between financial services and their customers, building trust in financial markets and protecting vulnerable consumers.

    Divisional Information The landscape of financial services regulation is constantly changing, impacting the way in which the FCA regulates. Business and Technology Solutions (BTS) supports the FCA in managing the impact of such changes through the implementation and management of cutting-edge, industry leading technology and digital solutions, used by tens of thousands of firms and millions of consumers across the financial services sector in their interactions with the FCA. BTS is ambitious, with an established and forward thinking digital strategy, focused on exploiting cloud technologies, and an operating model recognised as more ambitious than many in the private sector. BTS is committed to the development of colleagues through communities of practices, created to support and nurture colleagues throughout their careers with us. As a division, BTS is committed to establishing a culture of inclusion and a comprehensive Diversity & Inclusion agenda underpins the strategic aims of the division. The FCA’s Values & Diversity

    Our ambition is to create a diverse and inclusive workplace that reflects the society we serve, helping us to be a better regulator.

    As an inclusive employer, we are open to considering flexible working arrangements. Please contact our recruiter if you wish to apply for this role on a flexible basis.

    Useful Information

  • The job family for this role is Senior Associate – TS D
  • The salary range will be £45,000 to £60,000 plus a competitive benefits package and non-contributory pension
  • Applications close on Wednesday 31st March 2021 at 11.55pm
  • If you would like to know more about this role please contact Ciara McCartan on [email protected]

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

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