Senior Service Manager

Requirements of the role

We regulate financial services firms in the UK, to keep financial markets fair, thriving and effective. By joining us, you’ll play a key part in protecting consumers, driving economic growth, and shaping the future of UK finance services.

The Data, Technology and Innovation (DTI) division enables the FCA to be a digital-first, data-led smart regulator by delivering a secure, agile, and cost-effective technology and data ecosystem that drives better decisions, transparency, and operational efficiency.

Sitting within DTI, the Digital Systems team delivers the systems that enable the FCA to be a more effective and smarter regulator.

Role responsibilities

• Managing end-to-end SaaS service delivery to meet SLAs and OLAs, maintain high availability, performance, and reliability, and ensure compliance with security, risk, and regulatory standards while overseeing incident, major incident, and problem management plus post-incident reviews with root cause analysis
• Partnering across Customer Success, Support, Engineering, Product and Cloud Operations to coordinate service reviews, support renewals and expansions, translate customer needs into actionable improvements and build trusted relationships with enterprise customers and internal stakeholders
• Defining, implementing, and continuously improving ITIL‑aligned service management processes, KPIs, dashboards, and service reporting while ensuring operational readiness for new product releases and demonstrating operational maturity to customers
• Managing and coaching specialist teams to deliver operational services, acting as an escalation point for complex or high‑impact issues and mentoring service managers or operational teams as required
• Identifying and delivering opportunities to enhance resilience, automation, monitoring, and operational efficiency, and coordinating cross‑divisional service improvements that uplift digital delivery and operational capability
• Providing out‑of‑hours operational support as part of the on‑call rota, ensuring proactive monitoring, rapid incident response and continuous service stability across SaaS platforms

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