Product Service Lead - 12M FTC

About the Role

The Football Association is seeking a Service Product Lead to join its Technology team and play a pivotal role in shaping product service management across all Product Teams. The role focuses on aligning ITIL processes with business needs, embedding best practice and strengthening governance across a complex and evolving environment encompassing cloud and SaaS estates. As the current Product Service Management capability is still developing, the postholder will bring clarity, governance and best practice while building strong relationships across technical and business teams. With the majority of support teams operating offshore and many stakeholders based in the UK, the role requires confident communication across multiple teams and levels of the organisation.

Key Responsibilities

• 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 and 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 the Product Management functions.
• Build strong relationships with project teams, service owners, suppliers and operational support teams, acting as the key point of coordination between delivery and operational teams.
• Facilitate effective communication to ensure smooth and seamless service transitions.
• Manage and monitor service operations across the FA's products, primarily within problem management, and provide regular reporting to demonstrate value in the Problem Management practice.
• Support the ongoing development and maturity of Problem Management practices across the organisation.
• Execute additional tasks as required to meet the FA's changing priorities.
• Comply with all company policies and procedures to ensure the highest standards of health, safety and well-being are maintained.

Required Experience & Qualifications

• 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.
• Completion of a DBS check, the level of which is based on the activity of the specific job role and in line with legislation and government guidance.

Preferred Skills

• Experience working with offshore support teams and third-party suppliers would be advantageous.

Workplace

Hybrid working model: the expectation is to work from your contractual location for part of the week and as and when required by the team, with the remaining days worked remotely; the model is kept under review and may be adjusted in future.

Unique office spaces under the arch of the iconic Wembley National Stadium, the home of English Football.

A world-class Elite Performance Centre at St. George's Park in Staffordshire.

Salary

• Competitive salary.

Benefits & Perks

• Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encouraging connection and learning with colleagues and supporting mental health and well-being.
• Free, nutritious lunches at Wembley Stadium and St. George's Park.
• Private medical cover funded by The FA.
• A contributory pension scheme.
• An additional 'Thank You' day's leave, volunteering days, and 25 days of annual leave (based on a full-time, permanent contract).
• A hybrid working model which offers greater flexibility.
• Great opportunities to develop and grow in the role.

About the Company

The FA is committed to ensuring everyone can flourish in their roles, offering unique office spaces under the arch of the iconic Wembley National Stadium, the home of English Football, and a world-class Elite Performance Centre at St. George's Park in Staffordshire. The Football Association is a diverse workplace that aspires to represent football across the country and actively promotes inclusion and diversity, encouraging employees to be the best version of themselves at work. The FA welcomes applications from everyone and is proud to be an equal opportunities employer.

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