Lead regular Problem Management reviews across Product Groups, creating a supportive environment that promotes continuous service improvement and improves operational resilience
Guide high priority incident reviews (P1/P2), enabling teams to understand root causes and prevent recurrence, protecting services relied on by UK consumers
Shape and maintain Problem Management frameworks, working closely with external partners to ensure consistent, high quality delivery across the technology estate
Provide steady leadership during Major Incidents when required, coordinating efforts across teams to restore stability quickly and effectively
Develop and maintain data‑driven dashboards, highlighting trends and tracking actions to support transparent decision‑making and measurable service improvement
Share clear, accessible insights with senior stakeholders, turning technical detail into meaningful information that supports strategic decisions across the FCA
Embed preventive Problem Management practices, using AI‑driven intelligence, Predictive Analytics and governance forums to reduce repeat issues and improve service reliability
Play a central role in modernising the FCA’s technology resilience capability, gain experience with advanced tooling and shape improvements that benefit millions of UK consumers

Prior experience working with ServiceNow Problem Management at an expert level, including configuration, workflow optimisation and the use of Predictive Intelligence
Demonstrable experience applying recognised Problem Management and root cause methodologies such as Kepner Tregoe, 5 Whys and Fault Tree/Ishikawa Analysis
Proven experience using AI, automation and GenAI tools to enhance RCA quality, strengthen MI reporting and support proactive Problem Management
Demonstrated ability to uncover the root causes of recurring incidents
An engaged, collaborative approach to spotting patterns and identifying opportunities for improvement
Comfortable using ServiceNow or similar service management tools to help maintain smooth operations
Deep appreciation for the ITIL framework, particularly the Problem Management lifecycle
ITIL certification would be desirable
Proficient in Excel for creating clear, accessible insights
Experience preparing meaningful reports in ServiceNow or Tableau

25 days annual leave plus bank holidays
Hybrid model where employees work a minimum of 40% in the office each month (expectation of 50% for senior leaders)
Non-contributory pension (8–12% depending on age) and life assurance at eight times your salary
Private healthcare with Bupa, income protection and 24/7 Employee Assistance
35 hours of paid volunteering annually
A flexible benefits scheme designed around your lifestyle

Problem Manager

Key skills