Product Service Manager

Requirements of the role

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 co-ordination 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

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