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.