Digital Systems Lead — Platform & Delivery

Financial Ombudsman Service; Greater London; Hybrid; GBP 58,000 - 72,000; Full time

Benefits offered by this job

25 days holiday entitlement

Generous pension

Private medical insurance

Gym membership (London)

Flexible benefits

Job summary

Financial Ombudsman Service is seeking a Systems Manager – Digital to own end-to-end technical leadership of the external-facing digital estate, including consumer and business portals and the digital complaint form. You will ensure security, high availability, and strong governance while guiding a team of technical analysts.

You will collaborate with Digital Product Owners to balance technical debt and deliver new features aligned with casework strategy, with a hybrid working pattern across

Qualifications

• 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 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.

Responsibilities

• 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 ensuring 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

Skills

Technical leadership

Web architecture

Vendor management

Team coaching

UAT frameworks

Deployment governance

Stakeholder management

Incident resolution

Education

Bachelor's degree or equivalent in a relevant field

Job description

Financial Ombudsman Service is seeking a Systems Manager – Digital to own end-to-end technical leadership of the external-facing digital estate, including consumer and business portals and the digital complaint form. You will ensure security, high availability, and strong governance while guiding a team of technical analysts.

You will collaborate with Digital Product Owners to balance technical debt and deliver new features aligned with casework strategy, with a hybrid working pattern across