Problem Manager

Job Title: Problem Manager

Department: Technology Resilience
Division: Data, Technology and Innovation (DTI)

• Salary: National (Edinburgh and Leeds) ranging from £52,400 to £61,800 and London £57,700 to £68,000 (salary offered will be based on skills and experience) 

• This role is graded as: Senior Associate – Regulatory

• Your recruitment contact is Ben via [email protected]. Applications must be submitted through our online portal. Applications sent via social media or email will not be accepted. 

About the FCA and team

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, supporting 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 Technology Resilience team safeguards the FCA's digital assets, services and suppliers to ensure the organisation remains secure and compliant.

 
Role responsibilities 

• Manage end-to-end Problem Management activities, including problem identification, prioritisation, governance, and resolution coordination across IT services.

• Chair Root Cause Analysis (RCA), Initial Problem Reviews (IPRs), and regular service review forums for major and recurring P1/P2 incidents, driving continual service improvement and Problem Management maturity.

• Use ServiceNow to manage the full Problem Management lifecycle, including workflow management, reporting, dashboard creation, and action tracking.

• Embed preventive Problem Management practices, using AI‑driven intelligence, Predictive Analytics, and governance forums to reduce repeat issues and improve service reliability

• Collaborate with Service Operations, Product Groups, managed service providers, and third parties to ensure aligned delivery, SLA/KPI performance management, and effective Major Incident support when required.

• Produce high-quality MI, governance reporting, and senior stakeholder communications, translating technical issues into clear business-focused updates and recommendations.

• 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

Skills required 

Minimum: 

• Prior experience working with ServiceNow Problem Management at an advanced level, including configuration, workflow optimisation and management end to end problem management workflow

• Demonstrable experience applying recognised Problem Management and root cause methodologies with a deep appreciation for the ITIL framework, particularly the Problem Management lifecycle

• Demonstrated ability to uncover the root causes of recurring incidents

Essential:  

• Exposure to using AI, automation and GenAI tools to enhance RCA quality, improve MI reporting and support proactive Problem Management

• 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

• Proficient in Excel for creating clear, accessible insights

• Experience preparing meaningful reports in ServiceNow or Tableau

• ITIL certification

Benefits 

• 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). Changing from September to a minimum of 50% in the office each month (expectation of 60% for Directors and Executive Directors)

• 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 

For a full list of our benefits and our recruitment process as a whole visit our benefits page. 

Our values and culture

Our colleagues are the key to our success as a regulator. We are committed to fostering a diverse and inclusive culture: one that’s free from discrimination and bias, celebrates difference and supports colleagues to deliver at their best. 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. 

 
If you require any adjustments due to a disability or condition, your recruiter is here to help - reach out for tailored support. 

 
We welcome diverse working styles and aim to find flexible solutions that suit both the role and individual needs, including options like part-time and job sharing where applicable. 
 

Disability confident: our hiring approach 
 
We’re proud to be a Disability Confident Employer and therefore, people or individuals with disabilities and long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. In cases of high application volumes we may progress applicants whose experience most closely matches the role’s key requirements. 
 

Useful information and timelines 

Timeline:  

• Job advert close: 14th May 2026 at 11:59pm

• CV Review/Shortlist: 15th May 2026

• Interviews: w/c 25th May and 1st June

• 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.