Senior Problem Manager

Job summary

The Foreign, Commonwealth & Development Office pursues our national interests and projects the UK’s role in the world. We promote the interests of British citizens, safeguard the UK’s security, defend our values, reduce poverty and tackle global challenges with our international partners. We employ more than 17,000 staff in 179 countries and territories, across our diplomatic and development offices worldwide, which consists of 282 officially designated Posts. Our UK-based staff work in King Charles Street, London, Abercrombie House in East Kilbride and in Milton Keynes.

Job description

The Problem Management team is responsible for the identification and management of the root causes of incidents caused by errors within the IT infrastructure, and the improvement of service by identifying and addressing issues across the IT estate to bring them into a controlled state.

As the Senior Problem Manager, you will be accountable for the overall quality and execution of the Problem Management process, to reduce the likelihood and impact of incidents by supporting Product Teams to identify underlying causes of persistent or repeat and potential incidents, and managing workarounds and known errors.

Roles and Responsibilities

The successful candidate will:

• Provide expertise and point of escalation for Product Teams in the root cause analysis and resolution of emerging and recurring problems.
• Collate, manage and triage the backlog of priority problems and known errors, ensuring they are prioritised in line with the business need, in conjunction with the relevant Product Owner.
• Oversee Problem Management processes and procedures, sharing best practice with Product Owners.
• Ensure that the right actions are taken to investigate, resolve and anticipate problems.
• Co-ordinate the team to investigate problems, implement solutions and take preventive measures.
• Oversee Problem Management reporting and information management to inform continual service improvement activities.
• Provide updates on priority problems to key stakeholders in a timely manner, at weekly forums or as required.
• Work closely with the Incident Management team, leading forums such as Post Incident Reviews to ensure actions are assigned and managed through to completion.
• Proactively focus on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government’s diplomatic, development and consular work around the world.
• Have line management responsibilities which will include:

1. Oversight of direct reports and line management duties throughout the team.
2. Managing team prioritisation and utilisation.
3. Leading recruitment within the Problem Management team.
4. Demonstrating role model values of diversity and inclusion, leadership and embracing change within the team, engaging and maintaining the commitment of staff.
5. Developing a supportive environment for staff, promoting a culture of constructive feedback, learning, development and flexible working.
6. Building an open and collaborative culture within the Problem Management team.

Person specification

You must be a British Citizen at the time of application and, if invited to interview, you will need to bring proof of identity (British Passport/Driving Licence etc.) with you.

This role requires you to attain Developed Vetting (DV) security clearance.

For more information about this process, click here. Attaining DV will require you to have been resident in the UK for five of the last ten years. At least one year of this must have been a consecutive twelve-month period. Serving overseas with HM Forces, in some other official capacity as a representative of His Majesty’s Government or having lived overseas as a result of your parents’ or partner’s Government employment counts as UK residency for the purposes of security clearances.

It is essential in your application that you provide evidence and proven examples in each of the following Minimum Criteria, the Behaviours and the Technical question as far as you are able to do so. These responses will be further developed and discussed with those candidates invited for interview.

Minimum Criteria

• Ability to co-ordinate a team to anticipate and investigate problems, implement solutions and take preventative measures.
• Ability to take accountability for issues and be proactive in search for potential problems, resulting in excellent user outcomes.
• Experience of leading the investigation and resolution of incidents.
• Proven track record of leading a team of experts to deliver service improvements, analysing and optimising current processes, and setting policy and standards to help evaluate and establish requirements for the implementation of changes.
• Ability to work collaboratively in a group, identifying and rectifying problems in the team through Agile ‘health check’, and providing effective and lasting feedback.

Qualifications

ITIL 4 Foundation Qualification

Behaviours

We'll assess you against these behaviours during the selection process:

• Delivering at Pace
• Seeing the Big Picture
• Managing a Quality Service
• Working Together

We only ask for evidence of these behaviours on your application form:

• Delivering at Pace

Technical skills

We'll assess you against these technical skills during the selection process:

• Problem Management (Practitioner level)
• Ownership and Initiative (Practitioner level)
• Continual Service Improvement (Practitioner level)
• Incident Management (Practitioner level)

We only ask for evidence of these technical skills on your application form:

• Problem Management (Practitioner level)
• Ownership and Initiative (Practitioner level)
• Continual Service Improvement (Practitioner level)

Benefits

Alongside your salary of £46,000, Foreign, Commonwealth & Development Office contributes £13,326 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.· A Civil Service Pension.
· 25 days Annual Leave per annum.
· 9 days Public and Privilege holidays per annum.
· Learning and Development tailored to your role.

See the attached candidate pack.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

This vacancy uses the Success Profiles Framework to assess your Behaviours and Experience. We will use the Problem Manager - Government Digital and Data Capability Framework to assess your Technical skills at the Application and Interview stages.

Please see the ‘Hints and Tips’ that are provided for your information about how to prepare Behaviour examples at the Application and/or Interview stage.

Application Stage

You will be required to complete the following as part of the online application:

• A CV detailing your career history (including any relevant qualifications). CVs will be assessed against the Minimum Criteria outlined in the Person Specification section below.
• A Personal Statement of 500 words explaining how you consider your skills, qualities and experience provide evidence of your suitability for the role, with specific reference to the Minimum Criteria. These responses will be explored further during the interview process for shortlisted candidates.

Your application will be assessed on the following:

Behaviours:

• Delivering at Pace

Technical Skills:

• Problem Management (Practitioner level)
• Ownership and Initiative (Practitioner level)
• Continual Service Improvement (Practitioner level)

IMPORTANT: If you are applying under the Disability Confident Scheme and require Reasonable Adjustments in order to complete your application, please ensure Government Recruitment Service (GRS) are aware of this on the date of application and certainly by the closing date.

In the event of a large number of applications, we may conduct an initial sift by a Lead Behaviour. For this campaign we will be prioritising Delivering at Pace. Only candidates who meet the minimum standard in this Behaviour will have the rest of their application fully assessed.

Interview Stage

Candidates will be required to give a Presentation at the Interview and the topic will be sent to you in advance. The Presentation will test the following Behaviour:

• Seeing the Big Picture

You will also be assessed on the following Behaviours and Technical skills at Interview:

Behaviours:

• Managing a quality service
• Working together

Technical skills:

• Problem Management (Practitioner level)
• Incident Management (Practitioner level)

Please note that the FCDO carries out name-blind (anonymised) recruitment to help build a more diverse and inclusive workforce. The personal information on your Application form and CV will be concealed during the sifting phase, and only the names of those who are being invited for Interviews will be made known to the Panel.

The FCDO has appointed the Government Recruitment Service to manage the process.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via fcdorecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Further Information

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to FCDO from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems reading the Candidate Pack, such as through screen reader software, please contact our Team via fcdorecruitment.grs@cabinetoffice.gov.uk and we will share a Word version of this.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service /Disclosure Scotland on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

Open to UK nationals only.

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : FCDO Recruitment Team
• Email : fcdorecruitment.grs@cabinetoffice.gov.uk

Recruitment team

• Email : fcdorecruitment.grs@cabinetoffice.gov.uk

Further information

The FCDO’s recruitment processes are underpinned by the principle of selection for appointment on merit, on the basis of fair and open competition, as outlined in the Civil Service Commission Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should, in the first instance, contact External.Recruitment@fcdo.gov.uk. If you are not satisfied with the response you receive from the FCDO, you can contact the Office of the Civil Service Commissioners.

Attachments

Hints and Tips on Behaviour Examples Opens in new window (pdf, 85kB)2025-11-17 Pre-employment Checking - Document Requirements (V17) Opens in new window (pdf, 231kB)436888 Candidate Pack - SEO Senior Problem Manager Opens in new window (pdf, 515kB)436888 Candidate Pack - SEO Senior Problem Manager Opens in new window (docx, 988kB)