Product Service Lead - FTC

Shape smarter, more resilient technology services at the heart of English football!

The Football Association is looking for a Service Product Lead to join our Technology team and play a pivotal role in shaping product service management across all our Product Teams.

This is an exciting opportunity for someone who is passionate about investigating root causes and preventing disruptions to our service across our product lines within a complex and evolving environment encompassing our cloud and SaaS estates. Our current Product Service Management capability is still developing, so we are looking for an experienced professional who can bring clarity, governance, and best practice while building strong relationships across both technical and business teams.

You will focus on aligning our ITIL processes with business needs, embedding best practice and strengthening governance.

With the majority of our support teams operating offshore and many stakeholders based within the UK, this role requires someone highly organised, collaborative, and confident communicating across multiple teams and levels of the organisation.

This is a fantastic opportunity to make a visible impact within one of the world's most recognised sporting organisations.

What will you be doing?

IT Service Management:

• Oversee the delivery and continual improvement of the FA's IT services, ensuring they remain aligned with organisational priorities.
• Partner with business units and customers to understand their needs, set and monitor Service Level Agreements to maintain high-quality support
• Implement and govern core ITSM processes, including incident, problem, change, and configuration management.
• Own, manage, and continuously improve Problem Management within our Product Management functions.

Stakeholder Management:

• Build strong relationships with project teams, service owners, suppliers, and operational support teams.
• Act as the key point of coordination between delivery and operational teams.
• Facilitate effective communication to ensure smooth and seamless service transitions.

Governance & Reporting:

• Manage and monitor service operations across our products – primarily within problem management.
• Provide regular reporting to demonstrate value in the Problem Management practice.
• Support the ongoing development and maturity of Problem Management practices across the organisation.

Other:

• Execute additional tasks as required to meet the FA's changing priorities.
• Comply with all company policies and procedures to ensure that the highest standards of health, safety, and well-being can be maintained.
• As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

What are we looking for?

• A proactive and solutions-focused mindset.
• Strong organisational and planning skills with excellent attention to detail.
• Excellent communication and stakeholder management skills.
• The confidence to challenge existing ways of working and drive positive change.
• The ability to operate effectively within a fast-paced and evolving environment.
• A collaborative approach with the ability to build credibility across technical and non-technical teams.
• ITIL 4 Foundation certification.
• Strong knowledge of ITIL Product Service Management processes and best practices.
• Proven experience in implementing problem management.
• Experience working within ITIL-based service management environments.
• Ability to produce high-quality service documentation, operational models, and metrics to deliver value.
• Knowledge of ITSM tools and service delivery frameworks.
• Experience working with…