Problem Manager - FCDO - HEO

Our Digital and Data technology team are at the forefront of digital innovation. They provide best-in-class solutions for our clients, helping to shape and support a data driven future for the UK government. Whether it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform, no matter the task, they’re on hand to provide support. Now, you’ve got the opportunity to join them.

Providing innovation to government partners

Delivering best-in-class solutions

Working at the cutting-edge of technology

It all matters

Help keep our global organisation’s IT system secure and trouble free

An organisation as complex and interconnected as FCDO Services has an equally complex IT system, and when you join us in this important role you’ll focus on identifying, managing and resolving the root causes of any IT-related incidents that occur, and work to prevent their recurrence. Picking up feeds from numerous sources, such as the Service Desk, Technical Resolver teams and Event Management, you’ll work closely with our technical teams as you solve the issues and problems that arise. And of course you’ll question and probe the technical activities employed, and use all your knowledge and expertise as you provide creative alternative avenues.

Taking full ownership of the problem management process, and overseeing the entire lifecycle from detection and prioritisation through to investigation, resolution and closure, you’ll ensure that the root causes of problems are identified and documented. Maintaining the Known Error Database will be another key task, as will communicating errors and workarounds to support teams and users. We’ll also expect you to produce regular problem management reports, track KPIs such as problem resolution time and recurrence rate, identify trends or systemic issues, and recommend and implement service improvement initiatives.

Use all your specialist IT skills as you help defend the UK’s security interests

To be a success in this role you should have gained Level 3 or Level 4 qualifications, preferably in Computer Science, Computer Systems, Digital Data Communication or relevant STEM subjects, or possess equivalent practical job experience. You should have an ITIL Foundation level certification, and in addition to a record of delivering results and meeting targets, we’ll look for well developed knowledge of Service Management Tooling and good data analysis skills. You should also have a proven IT background working in a technical service management environment, and be a confident user of MS Office 365.

With superb written and verbal communication and exemplary customer facing skills, you’ll be an analytical thinker with excellent problem solving, decision making and influencing abilities. Committed to driving Continual Service Improvement and Risk plans, any experience of working with ServiceNow ITSM tool would be desirable. Knowledge of ISO9001, ISO20000, ISO27001 and ITIL Practice Manager – Monitor, Support and Fulfil certification would also be a bonus. In addition, Agile Methodologies Foundation, BCS Agile Foundation Certificate or equivalent accreditation or relevant experience would be an advantage, as would experience of working and negotiating at all levels in a large and complex IT estate.

Discover the support you need to grow your career further

But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Developed Vetting (DV) clearance. You can find out more about vetting at

To find out more about our benefits and our organisation, please visit

Closing date: 27/07/2025

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.