Problem Manager

PROBLEM MANAGER

Foreign, Commonwealth & Development Office

Reference number: 434814

Total Package: £43,500 per annum (London), £40,250 (Milton Keynes), £38,500 (East Kilbride)

Contract: Permanent

Location: London, Milton Keynes or East Kilbride

We lead the UK's diplomatic, development and consular work around the world. We employ around 17,000 staff in our global network of 281 offices worldwide. Our UK-based staff work in King Charles Street in London, Abercrombie House in East Kilbride and in Milton Keynes.

Your role with us

Problem Manager sits within the Service Centre function in the Information and Digital Directorate. You'll be responsible for the resolution and control of the root causes of incidents in the IT infrastructure.

The FCDO is in a time of transformation. We're transitioning our internal systems, landing new digital products, and expanding existing digital products. Continuously, we're working to improve digital services to provide the best user experience.

As Problem Manager, you'll conduct thorough investigations to identify the root causes of incidents and errors within the IT infrastructure. Own issues until they're resolved, mitigated or taken over. You'll manage service components to ensure they meet business needs and key performance indicators (KPIs). To minimise disruption to services, you'll develop and implement strategies to resolve identified problems and prevent the reoccurrence of incidents. You'll identify opportunities for process optimisation. Plus, you'll implement and supervise change requests, ensuring that service quality is maintained.

We'd like you to create an environment that motivates and empowers teams. You will manage a small team of Problem Analysts, ensuring their dedication to user demand and helping them to realise their career aspirations within digital. Also, you'll identify the best team makeup depending on the situation and recognising and dealing with issues. You'll need to be comfortable explaining the basic principles of IT standard continuity management processes and procedures.

Who we're looking for

You're committed to striving for continuous improvement - through identifying process optimisation opportunities and contributing to the implementation of solutions. Skilled at problem solving, your adept at resolving and controlling the root causes of incidents preventing their recurrence. You're familiar with the core technical concepts related to the role and apply them with guidance.

You take initiative at work: owning issues until they are resolved or a new owner is secured. Plus, you're willing to learn and implement change requests, applying change control procedures to promote successful outcomes.

Collaboration is key for you. Working effectively with technical teams, testing, service assurance, and product managers to ensure exceptional digital service delivery.

We value diversity and inclusion and actively encourage and welcome applications from all communities. Everyone here gets the support to develop their skills and capabilities as well as benefits that help to make the most of life in and out of work, including a Civil Service pension.

Use your talent and experience to shape our nation's future, and deliver tangible improvements to millions of lives, including your own.

Apply before 11:55 pm on Monday 16th March 2026.