Product Service Manager
Division – Data Technology and Innovation
Department – Technology Resilience
Team – Cyber Security
Salary – National – ranging from £51,200 – £78,700 and London from £56,400 – £86,600 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
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.
The Product Service Manager is part of the Cyber Security Product Group and is responsible for the delivery of stable and high-quality day to day Cyber Security services to the FCA from suppliers. They will also provide support for and coordination of the remediation of any disruptions or broader operational issues.
What will you be doing?
* Delivering the current and future Cyber Security services through 3rd party suppliers, managing the day-to-day relationship with the relevant suppliers and 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 Technology 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.
* Identify and manage the mitigation of service risks for Technology – Cyber Security.
* Updating Service Management tools (i.e. Service Now, CMDB, ITSCM, change management) to ensure compliance with Service Architecture frameworks, policies and procedures.
* Initiate and coordinate response to major incidents in collaboration with Service Operations, where the resolver group do not meet the expected SLA.
* Supporting operations out of hours as part of an on-call rota.
What will you get from the role?
* We work in small cross-functional, self-organising and autonomous teams, passionate about delivering value and having fun.
* We like to work smart, not long hours.
* We enjoy having a sense of purpose in our job, knowing that we’re serving those in need.
* We don’t do micro-managing; we hire people because we believe they are brilliant in getting the job done.
* We admire and look out for servant leaders who have exceptional critical soft skills.
* We believe in innovation, not prescription.
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 of providing SIAM service management within a complex Operating Model, IT infrastructure in a multi-sourced IT Supply Chain Mode for business-critical operations.
* Evidence of managing suppliers to commercial framework agreements, ensuring value for money and fairly representing the service provider within the FCA.
* Experience of working to Project Management methodology and/or Agile DevOps.
Essential
* Evidenced based to drive quality management helping to identify delivery improvements through data insights.
* Expert relationship manager in managing delivery expectations through excellent communication, coordination and collaboration.
* Experience managing critical and confidential services.
* 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 team.
* Experience in Risk Management Methodologies (MoR).
* Excellent communicator, able to convey technical information to non-technical stakeholders at all levels of the organisation.
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 are women.
The FCA is committed to achieving greater diversity across all levels of the organisation. Given this, we particularly welcome applications from women, minority ethnic, disabled, and neurodivergent candidates for our role.
Benefits of working at the FCA
* 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%.
* Life assurance.
* 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 Timeline
This role is graded as Senior Associate – Regulatory.
SC Clearance is required for this role – SC Guidance
* Advert closing date: 23rd February.
* CV review/shortlist: W/C 24th February.
* Technical competence interview and presentation task: W/C 3rd March.
* Competency based interview: W/C 10th March.
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:
* For internal applicants, please contact Melanie Dubock at Melanie.Dubock@fca.org.uk
* For external applicants, please contact Asha Gladis at Asha.Gladis@fca.org.uk
Applications must be submitted through our online portal. Applications sent via email will not be accepted.
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