Business Consultant - Incident Management

Business Consultant – Incident Management Transformation

London, Birmingham or Edinburgh (Predominantly Remote)

£950.00 p/d via Umbrella

Contract Until End of November (Extension Potential)

Overview

We're seeking an experienced Business Consultant to support a major Enterprise Incident Management Transformation Programme within a leading financial services organisation.

This is a high-profile assignment focused on designing and implementing a modern Incident Management Command & Control Centre (IM C3), helping transform how the organisation responds to technology, operational, cyber, and business incidents.

Working alongside the Group Incident Management leadership team, you will play a pivotal role in reshaping incident management processes, governance, tooling, and operating models to improve organisational resilience, service stability, and operational effectiveness.

This is an excellent opportunity for a consultant with a strong background in Incident Management, Change Management, and Technology Transformation, who can demonstrate a track record of delivering measurable business improvements within complex enterprise environments.

The Opportunity

The current incident management landscape contains a number of fragmented and legacy processes that require modernisation. A transformation lead is already in place, and this role has been created to provide additional expertise and delivery support across the programme.

Initially, you will undertake a discovery and assessment phase, engaging with stakeholders, reviewing current technology capabilities, identifying improvement opportunities, and helping shape the future-state operating model.

You will then be responsible for evaluating tooling solutions, defining business requirements, creating implementation plans, and supporting the rollout of transformational change across the organisation.

Key Responsibilities

Operating Model & Transformation Design

• Design and define the target Incident Management Command & Control Centre (C3) operating model.
• Establish governance structures, escalation pathways, decision-making frameworks, and operating procedures.
• Define success measures, KPIs, and service improvement objectives.

Process & Governance Improvement

• Review and enhance Major Incident Management processes.
• Develop severity models, escalation criteria, and incident response frameworks.
• Create governance reporting, audit evidence requirements, and regulatory-ready controls.

Stakeholder Engagement

• Facilitate workshops and interviews with Product Owners, Technology teams, Operations, Cyber Security, Service Management, Risk, and Compliance stakeholders.
• Build consensus across business and technical functions.
• Support executive-level decision making during transformation activities.

Technology & Tooling Assessment

• Review current technology capabilities and identify opportunities for improvement.
• Define business requirements and user needs for future tooling solutions.
• Support evaluation and adoption of Incident Management platforms and supporting technologies.
• Contribute to dashboard, reporting, and management information requirements.

Change & Adoption

• Support business readiness and change adoption activities.
• Develop implementation plans and business cases.
• Facilitate training, simulations, and continuous improvement initiatives.

Essential Experience

We are particularly interested in candidates who can clearly demonstrate:

• Incident Management expertise
• Large-scale Change and Transformation delivery
• Technology capability reviews and tooling assessments
• Operating model and process redesign
• Requirements gathering and stakeholder engagement
• Definition of functional and business requirements
• Experience delivering measurable operational improvements

Candidates must be able to articulate the impact of transformation programmes they have led, including specific business outcomes, efficiency gains, cost reductions, service improvements, or resilience enhancements.

Desirable Experience

• Financial Services or Banking experience
• ITIL certified
• Operational Resilience programmes
• Major Incident Management Command Centres
• ServiceNow, Jira Service Management, PagerDuty, OpsGenie
• Power BI, Splunk, or related reporting solutions
• Crisis Management, Cyber Incident Response or Business Continuity Management