Product Service Manager – Cyber Security

Requirements of the role

As part of the technology organisation at the Financial Conduct Authority (FCA), we run digital products throughout the organisation. We are passionate about delivering value in a fun collaborative manner and being an influencer at the heart of the global RegTech and FinTech revolutions driving the digital economy. As part of our Agile journey, we have formed Product Groups that combine our Delivery and Service functions.

As a newly formed Security Product Group, the Cyber Security sits within the Technology Resilience and takes end-to-end accountability for the technology roadmap and architecture, development and operational support of enterprise Security Products across the internal FCA Technology division.

The Product Service Manager will be part of Technology – Cyber Security – Engineering and 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 you will be doing (the role)

• 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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