Systems Manager - Digital

Financialombudsman; Greater London; Hybrid; GBP 58,000 - 72,000; Full time

Benefits offered by this job

Hybrid work policy

Office environment

Career development

Job summary

The Financial Ombudsman Service is seeking a Systems Manager - Digital to own end-to-end technical stewardship of core digital platforms.

You'll lead a team, govern third-party vendors, and work with product owners to drive secure, high-availability consumer and business portals and online forms.

Qualifications

• Significant experience as a technical SME for customer-facing web architecture and digital portals.
• Experience managing third-party vendors or AMS partners with SLAs.
• Leading, supervising and coaching technical staff to grow capability.
• Deep knowledge of cloud infrastructure and data workflows linking front-ends to back-end engines.
• Strong problem solving and incident management under pressure.
• Collaborative stakeholder management across product, security and suppliers.
• Experience leading UAT frameworks and deployment governance.

Responsibilities

• Set and execute the technical roadmap for the digital platform estate.
• Manage vendors and AMS providers ensuring governance and value for money.
• Collaborate with Digital Product Owners to prioritise backlog and debt.
• Oversee availability of portals and online complaint forms.
• Build and coach a high-performing team of technical analysts.
• Implement change management and deployment governance across web apps.
• Act as senior escalation point for complex incidents with partners.
• Stay aligned with WCAG, security standards and accessibility developments.
• Ensure platforms are secure, compliant and highly available.

Skills

Web architecture

Digital portals

Vendor governance

Team leadership

Job description

Looking for a new challenge?

Take a look at our current vacancies.

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.

Permanen t

Working hours: 35 hours per week / full time.

We are open to candidates who wish to work in either London or Coventry.

Salary: London £65,000 - £72,000 depending on skills and experience

Salary: Coventry - £58,000 - £65,000 depending on sills 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.

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 de