The Role
You will work with programme leadership and senior stakeholders to assess the current incident management landscape and help develop a consistent, enterprise-wide approach.
The role will involve bringing together incident management capabilities across multiple business and technology areas, including IT, cyber security, payments and critical third parties, and establishing a more integrated approach to incident identification, classification, response, governance and escalation.
Key Responsibilities
- Design and develop an enterprise-wide incident management operating model.
- Assess existing incident management processes and identify opportunities for greater consistency, integration and maturity.
- Review incident management capabilities across different business areas, including cyber security and payments.
- Develop a consolidated enterprise view and catalogue of incidents.
- Define future-state incident management processes, governance, roles, responsibilities and response arrangements.
- Support the integration of third-party and critical supplier incident management into the enterprise framework.
- Assess the potential operational impact arising from the failure or loss of critical third parties.
- Consider the relationship between incident management, operational resilience and Financial Market Infrastructure (FMI) activities.
- Review and advise on the effective use of ServiceNow, CMDB and configuration management within the target operating model.
- Work with senior stakeholders to challenge current processes and develop practical future-state solutions.
- Contribute to the development and refinement of the business case, target operating model and transformation roadmap.
- Provide subject-matter expertise and guidance to programme leadership and key stakeholders.
About You
You will be an experienced Enterprise Incident Management / ITSM professional operating at Senior Manager, Principal Consultant or SME level.
You will ideally have:
- Significant experience in Enterprise Incident Management within complex organisations.
- Strong IT Service Management / ITSM expertise.
- Experience designing or implementing incident management operating models.
- Strong knowledge of ServiceNow, particularly Incident Management.
- Good understanding of CMDB and Configuration Management.
- ITIL 4 certification or equivalent practical experience.
- Experience within operational resilience, ideally in financial services.
- Experience dealing with third-party, supplier and critical service resilience.
- An understanding of the impact of technology and operational incidents on critical business services.
- Experience working across fragmented, complex technology and operational environments.
- Strong stakeholder management and communication skills, including the ability to engage confidently with senior management.
- The ability to work independently, analyse an existing environment and translate findings into a practical target operating model.
Desirable Experience: Experience within one or more of the following would be particularly valuable:
- Banking
- Payments
- Capital Markets
- Financial Market Infrastructure (FMI)
- Highly regulated financial services
- Cyber Security incident management
- Critical third-party / supplier management
- Operational resilience
- ServiceNow transformation programmes
- Enterprise ITSM transformation
The Ideal Candidate
This role is not aimed at a traditional IT support or operational Incident Manager.
We are looking for someone who has operated at enterprise level and can combine hands-on incident management expertise with operating-model design, governance, ServiceNow/CMDB knowledge and operational resilience.
The ideal candidate will be comfortable assessing a fragmented current-state environment, challenging existing processes and helping senior stakeholders define what a mature, enterprise-wide incident management capability should look like.
Financial services experience is strongly preferred.