Financial Ombudsman Service
Systems Manager - Digital
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Systems Manager – Digital
Join a team where Purpose drives everything we do, Ambition fuels our growth, Respect shapes our culture and Trust builds our foundation.
We're not just hiring — we're inviting you to build the future with us. If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move.
Permanent
- Working hours: 35 hours per week / full time.
- Locations: Open to candidates who wish to work in either London or Coventry.
- Salary:
- London: £65,000 - £72,000 depending on skills and experience
- Coventry: £58,000 - £65,000 depending on skills and experience
Reporting to: Senior Technology Portfolio Manager
By joining our team, you'll enjoy the best of both worlds – hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.
About Us
The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. Every day we help resolve disputes between consumers, or small businesses, and their financial service providers.
The purpose of this role is to act as the strategic and technical lead for the Financial Ombudsman Service’s external-facing digital estate, driving platform evolution, robust technical governance, and high-performing third-party delivery.
The Digital Systems team plays a vital role in developing and supporting the external-facing technical estate of the Financial Ombudsman Service. As the System Manager – Digital, you will have end-to-end technical ownership of our core digital platforms, including our Consumer and Business Digital Portals, and our Digital Front Door online complaint submission form and Website, Website Applications (such as the Interest Rate Calculator).
You will serve as the principal technical authority for these environments, ensuring they are secure, highly available, and seamlessly integrated with our back-end casework tools.
What You’ll Do
- Setting and executing the technical roadmap for the digital platform estate, ensuring our public-facing tools remain secure, compliant, and technically modern.
- Managing and holding third-party vendors and AMS providers tightly to account, ensuring strict adherence to contractual technical governance, performance metrics, and value for money.
- Collaborating closely with internal Digital Product Owners to prioritise backlog items, balance technical debt, and ensure new feature releases support the overarching casework strategy.
- Overseeing the technical integrity and continuous availability of our high-volume entry points, specifically the portals and online complaint application forms.
- Building, managing, and developing a high-performing team of technical analysts; setting clear individual objectives, allocating workloads, and acting as a technical coach.
- Implementing a rigorous change management and deployment governance framework across all digital web applications and calculators to prevent operational disruption.
- Serving as the senior technical escalation point for complex, cross-platform incidents, driving root-cause analysis alongside external partners.
- Keeping pace with external technical, legal, and accessibility developments (such as WCAG compliance and digital security standards) to keep our platforms safe and inclusive
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Minimum Criteria
To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:
- Significant experience as a technical subject matter expert for customer-facing web architecture, digital portals, and complex integrations within a regulated service or financial sector environment.
- Extensive experience directly managing and holding third-party technical vendors or AMS partners to account against demanding service level contracts.
- Leading, supervising, and coaching technical staff or analysts, with a proven track record of growing technical capability and driving team performance.
- Deep knowledge of web content management platforms, cloud-based digital infrastructure, and data workflows connecting external front-ends to internal case management engines.
- Strong problem-solving credentials, featuring critical thinking and complex decision-making skills to resolve multi-party technical incidents under operational pressure.
- Collaborative stakeholder management, with demonstrated diplomacy and influencing skills to navigate competing priorities between product managers, security teams, and suppliers.
- Leading user acceptance testing (UAT) frameworks and deployment governance procedures across a continuous development lifecycle.
Why You'll Love Working With Us
We are a values-led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values
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- Flexibility: remote, hybrid, in-office
- Wellbeing: Health plan, gym memberships, mental health support
- Growth: We invest in your future with courses, mentorship, promotions
- Culture: Diverse. Inclusive. Collaborative. Fun.
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:
- 25 days holiday entitlement, with the option to buy extra or sell days
- Generous pension
- Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
- Employer-provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
- Gym membership discounts, and a fully equipped on-site gym open 24/7 in London only
Let’s Make This Easy.
Apply in a few minutes:
- Please upload a copy of your CV by midnight on Sunday 4th October
- Due to high application numbers, this advert may end earlier than the date specified, so please don't delay and apply now!
A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.
We are proud to be a Disability Confident Leader and, under the scheme, will progress a fair and proportionate number of disabled applicants who meet the minimum criteria to interview. Interviews may be conducted via video, telephone, or a panel Interview, with some vacancies requiring an online assessment to measure the minimum criteria
The Financial Ombudsman is an Equal Opportunity Employer.
We celebrate diversity and are committed to creating an inclusive environment for all team We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities. Please click on the link below to find out more
https://www.financial-ombudsman.org.uk/who-we-are/aims-values/diversity-inclusion
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