Senior Service Manager

CompanyFinancial Conduct Authority

LocationEdinburgh, Scotland, United Kingdom

Posted At3/3/2026

UK Visa Sponsorship Analytics

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Occupation Type

Production managers and directors in manufacturing

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£55,000 (£28.21 per hour)

Occupation rate applies

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Description

Job Title: Service Manager

Division: Data, Technology, Innovation

Department: Digital Systems

Salary: National (Edinburgh and Leeds) ranging from £72,100 to £102,100 and London from £79,300 to £112,300 (salary offered will be based on skills and experience)
This role is graded as: Manager - Regulatory
Your recruitment contact is Benjamin via benjamin.paulon@fca.org.uk. 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, 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

Minimum

Skills required

Experience leading operational teams and delivering strategic initiatives that produce measurable improvements in service quality, performance and cross‑functional alignment
Previous experience guiding business change and tech‑enabled transformation efforts, overseeing adoption, process improvements, and measurement of performance against set metrics
Demonstrated experience implementing and overseeing operational frameworks like risk management, workforce and resource planning, ITIL‑aligned service management practices and financial management while delivering support services

Essential

Skilled at negotiating and persuading others to balance internal priorities with business needs, securing sufficient attention and resources to continually improve and develop services
Able to build and maintain a broad range of relationships across the organisation, collaborating with corporate function teams and the DTI Leadership team to ensure effective completion and governance of corporate activities

Strategic and pragmatic thinker, able to solve strategic delivery problems through the development of initiatives to improve the long-term service provision of DTI, including innovation and applying recognised best practices to overcome operational challenges, whilst ensuring that the day-to-day operational issues are managed effectively

Benefits

28 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 & 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 timeline

Advert Closing: Tuesday 17th March
CV Review/Shortlist: Thursday 19th March
First Stage Interviews W/C: Monday 23rd March
Second Stage Interviews W/C: Monday 30th March
Hays Assessments W/C: Monday 30th March
Final Stage Interviews W/C: Monday 13th April

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.