Business Consultant - Incident Management

Business Consultant – Incident Management Command & Control

Location: London or Birmingham (Hybrid)

Contract: 6-Month Contract

Rate: Up to £950 per day (Umbrella)

An opportunity has arisen with a global Tier 1 financial services organisation to lead the design and implementation of a Command & Control Centre (C3) for Incident Management. Operating within a highly regulated, complex enterprise environment, this role will focus on enhancing operational resilience, improving service stability, and supporting regulatory compliance across large-scale business and technology functions.

Working closely with senior stakeholders across technology and business functions, you will establish and embed best-practice Major Incident Management capabilities.

Key Responsibilities

• Define the Command & Control Centre strategy, scope, and operating model, including roles, RACI matrices, escalation pathways, and success metrics (e.g. MTTR, engagement time).
• Design and optimise end-to-end Major Incident Management (MIM) processes from incident detection through to resolution and closure.
• Establish incident severity frameworks, invocation criteria, and governance structures.
• Facilitate incident war rooms and coordinate cross-functional teams across Technology, Operations, Cyber Security, Risk, and Business Continuity.
• Develop communication playbooks for internal stakeholders, executive leadership teams, and customer-facing communications.
• Translate business requirements into tooling requirements and support the selection and optimisation of incident management platforms (e.g. ServiceNow, PagerDuty or similar).
• Define management information (MI) reporting and dashboard requirements.
• Lead training programmes, simulation exercises, and continuous improvement initiatives.
• Produce key deliverables including operating models, governance frameworks, playbooks, and implementation roadmaps.

Skills & Experience Required

• 7-12+ years' experience within Banking, Financial Services, or Financial Services Consulting.
• Strong background in Major Incident Management, Command Centres, Operational Resilience, or Service Management.
• Proven experience designing operating models, processes, and governance frameworks.
• Ability to lead effectively within high-pressure incident environments and engage with senior stakeholders.
• Strong understanding of ITIL principles and regulatory expectations within regulated financial services organisations.
• Experience with ServiceNow, PagerDuty, Opsgenie, or similar incident management platforms.
• Excellent communication, stakeholder management, and facilitation skills.
• ITIL certification is desirable