PROBLEM MANAGER 6 MONTH FTC

Division – Technology Resilience
Department - Service Desk Services
Salary - National (Edinburgh and Leeds) ranging from £52,400 to £80,600 and London £57,700 to £88,600 per annum (salary offered will be based on skills and experience)

WHICH SKILLS ARE REQUIRED?

We are a Disability Confident Employer; therefore, disabled people or individuals with long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. (To learn more about the Disability Confident Scheme Click Here)

BENEFITS OF WORKING AT THE FCA

• 25 days holiday per year plus bank holidays
• Hybrid working (work from home up to 60% of your time)
• Private healthcare with Bupa
• A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age – up to 12% a month once you reach age 35)
• Life assurance of eight times your basic salary
• Income protection
  We also have a competitive flexible benefits scheme which gives you the opportunity to create a personalised benefits package, tailored to suit your lifestyle.
  We welcome applications from candidates who are looking for flexible arrangements. Many of our staff work flexibly including working part-time, staggered hours and job shares. We can’t promise to give you exactly what you want but we can explore what might work best for both sides.
  Follow this link to see what life is like at the FCA - Life at the FCA

WHAT WILL YOU BE DOING?

You will join the Technology Problem Management team within Technology Resilience, consisting of four members: one Lead and three Problem Managers. This team is responsible for the end-to-end Problem Management process, driving an industry-leading strategy to enhance capabilities in root cause identification, overseeing actions resulting from high-priority incidents and implementing proactive Problem Management practices.

In addition, the role involves producing management information and dashboards that provide a comprehensive “state of the nation” view of the Problem estate. These insights will support various reporting requirements and service/governance forums, including the weekly Service Governance Board.

• Chair regular Problem Management reviews with FCA Product Groups on a bi-weekly or monthly basis to drive service improvements and advance the maturity of the Problem Management capability alongside Leading Initial Problem Reviews (IPRs) for all high-priority P1/P2 incidents
• Define, refine and communicate Problem Management frameworks, policies and procedures, ensuring alignment and collaboration with third parties for consistent delivery
• Act as Major Incident cover for the wider Service Operations team, coordinating resolution efforts to ensure timely incident management
• Monitor SLA and KPI performance of managed service providers related to Problem Management, ensuring compliance and continuous improvement
• Develop and maintain Problem Management dashboards to provide comprehensive visibility into problem performance across the estate, including tracking and managing all open actions
• Deliver high-quality management information and senior stakeholder communications by translating complex technical details into clear, accessible insights; support and represent Problem Management at the weekly Service Governance Board; and collaborate with the Senior Service Delivery Manager and Service Operations team to create a proactive Problem Management strategy

WHAT WILL YOU GET FROM THE ROLE?

• Be part of a growing, large team that’s evolving from reactive to proactive ways of working, offering you the chance to drive meaningful change and innovation
• Shape and build a new function from the ground up, with plenty of opportunities to design and continuously improve processes your way
• Make a real impact by bringing your unique perspective, focusing on proactive insights, trending analysis and exploring exciting new areas beyond the usual scope
• Join a supportive, dynamic team where you can take full ownership of key processes and contribute to a respected, forward-thinking company