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 your role:
To design, create and ensure that our Configuration Management Database (CMDB) and IT Service Catalogue are accurate, reliable and used effectively across the organisation. You'll play a key part in improving how we manage our technology and how colleagues access the services they need.
Your work will help us maintain a clear picture of our IT estate, strengthen governance, and support change and incident management - all so that we can continue to deliver a stable, secure and user-focused technology service to everyone at the Financial Ombudsman Service
Responsibilities
You'll own and maintain configuration management and service catalogue processes, policies, and standards in line with ITIL best practice.
Leading the design, creation, and management of the CMDB, ensuring it accurately reflects our IT infrastructure, applications, and service dependencies
You'll lead the development and ongoing management of the IT Service Catalogue, working closely with service owners and product teams to ensure services are clearly described, kept up to date, and easy for colleagues to find and request through self‑service channels.
You'll promote ITIL best practice across ITSM processes, provide insight and reporting to support service improvement, contribute to incident, problem, and change management, and manage and develop a Configuration & Catalogue Analyst to build strong internal capability.
To be considered for this role, you'll need to show us that you've got the skills and capabilities. You'll have to meet the following minimum criteria:
Minimum Criteria
Experience with IT Service Catalogue creation
Significant experience managing a Configuration Management Database (CMDB) and/or IT Service Catalogue in a mature ITSM environment.
Experience with CMDB creation, integrations, discovery tools, or automation workflows, particularly in environments where the CMDB is being built from scratch (your key achievements might include:)
Hands-on experience with ITSM tools such as Hornbill, ServiceNow or equivalent.
Confidence working with a wide range of technical and non-technical stakeholders. You will have excellent communication skills and the ability to explain complex information clearly using metrics and dashboards.
Evidence of line management experience as you will be responsible for the management and development of Configuration and catalogue analyst.
It would also be nice for you to have:
ITIL v4 Practitioner level certification or higher.
Experience with CMDB creation, integrations, discovery tools or automation workflows.
Why You'll Love Working with Us:
Flexibility : remote, hybrid, or in-office
Wellbeing : Health plan, gym memberships, mental health support
Growth : We invest in your future with courses, mentorship, promotions
Culture : Diverse. Inclusive. Collaborative. Fun.
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here's a list of some of the many benefits and perks you can get for working with us:
25 days holiday entitlement, with the option to buy extra or sell days
Generous pension
Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
Employer provided benefits such as Private medical insurance, virtual GP, C
Benefits
Health insuranceVision insuranceRemote work optionsFlexible schedule
Additional Information
Looking for a new challenge?
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
IT Configuration and Catalogue manager
Join a team where Purpose drives everything we do, Ambition fuels our growth, Trust builds our foundation, and Respect shapes our culture.
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.
Contract: permanent
Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern.
Salary: From £65,221 - £70,000 depending on experience.
Location: London
Reporting to: Service Management 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.
Financialombudsman · London - Exchange Tower