Teams at Financial Ombudsman Service

Leads the design, development, maintenance, and continuous improvement of casework support tools and templates using Microsoft Power Platform. Translates business requirements into technical solutions, drives automation and process improvement, provides technical leadership, mentors Systems Analysts, manages releases and quality, and collaborates with stakeholders and external software providers. The role also deputises for the Digital Product Manager and supports delegated projects.

Maintains the IT configuration management database and service catalogue, ensuring accurate configuration items, service information, ownership, dependencies, and lifecycle records. Conducts audits, reconciliations, reporting, and data quality checks while supporting risk, incident, change, and service improvement activities. Collaborates with technical teams and service owners to improve ITIL processes, self-service portals, and catalogue accessibility. Requires hands-on CMDB or service catalogue experience, ITSM tool knowledge, stakeholder communication, and reporting skills.

Lead end-to-end business transformation initiatives across people, processes, and technology. Build business cases, define and track benefits, manage governance, risks, stakeholders, and dependencies, and support successful adoption. The role requires strong change management, project delivery, behavioural change, employee engagement, stakeholder influencing, matrix leadership, and experience advising programme and project boards.