Service Manager

Service Manager

Location: Leeds or London UK - Require 3 day travel to Office

SC - Not Required

Permanent Role

Role Description

This service manager will be looking after Gateway forms

Role Purpose

• The Service Manager will support the operational stability, incident responsiveness and day-to-day service management of key Digital Delivery Hub products — Gateway Forms, CBRE and the Register API Service.
• This role will work within established FCA service management frameworks, ensuring smooth live service operation, timely incident handling, and strong coordination with out-of-hours support teams.
• This role provides hands-on operational oversight and is critical to maintaining the reliability, integrity and performance of FCA's digital services.

Key responsibilities:

Incident & Problem Management

• Act as the escalation point of contact for live service issues across Gateway Forms, CBRE and Register API.
• Lead initial triage and coordination of incident response activities, ensuring rapid assessment and stakeholder updates.
• Engage with out-of-hours support teams, ensuring clear handovers, readiness and appropriate escalation routes.
• Support root cause identification and follow-up problem records to ensure issues are fully understood and preventive actions tracked.

Change & Release Support

• Work with the Release manager to support and provide cover during periods of leave

Service Performance & Reporting

• Support production of weekly/monthly service reporting, including incident summaries, SLA/OLA performance, trends and key risks.
• Monitor and escalate service performance issues, supporting leadership to make informed decisions.
• Ensure accurate CMDB and service data is maintained for the supported services.

Supplier & Out-of-Hours Coordination

• Coordinate with Mastek and partner teams to ensure adequate out-of-hours coverage and agreed responsibilities are upheld.
• Ensure that runbooks, escalation matrices and contact lists are current and available.
• Review performance of OOH teams and report to Service Management lead by way of service reviews.

Operational Processes & ITIL 4 Alignment

• Execute service management processes aligned to ITIL 4:
• Incident, Problem, Change
• Request Fulfilment
• Service Level Management
• Availability & Capacity
• Knowledge Management
• Support continuous improvement actions and contribute to enhancing ways of working.

Skills Required:

• Strong ITIL-aligned service management expertise, including hands-on experience in Incident, Problem, Change, Request Fulfilment and Service Level Management.
• Proven operational oversight of live digital services, ensuring service stability, performance monitoring and accurate service data/CMDB maintenance.
• Effective incident triage and coordination skills, including managing escalations, engaging out-of-hours teams, and driving root-cause analysis.
• Supplier and stakeholder coordination, with the ability to manage OOH support providers, ensure readiness, and deliver structured service reporting.
• Strong analytical and reporting capability, producing weekly/monthly service performance reports, identifying trends, risks and improvement opportunities.