Business Consultant – Major Incident Management, Command Centre

• Define the vision, scope, and success measures for an Incident Management Command & Control Centre.
• Design the target operating model, including roles, responsibilities, RACI, coverage models, escalation paths, and decision rights.
• Establish a command structure aligned to ITIL and major incident management practices.
• Define management and coordination processes for major incidents, cyber/technology incidents, and wider business disruptions.
• Design and optimise end-to-end Major Incident Management processes from detection through closure.
• Develop situation reporting, executive updates, stakeholder management, problem handover, and root-cause analysis processes.
• Define severity models, invocation criteria, escalation pathways, governance forums, reporting cadence, KPIs/KRIs, and audit evidence requirements.
• Collaborate with Technology, Operations, Cyber, Business Continuity, Service Management, Risk, Compliance, and Communications teams.
• Facilitate incident war rooms and support decision-making during high-impact incidents.
• Engage senior stakeholders and executives during critical incidents.
• Work with third-party suppliers and vendors on contractual and resilience considerations.
• Translate business and operational requirements into tooling requirements and user stories.
• Define management-information dashboards and data requirements.
• Support UAT, implementation/cutover planning, and adoption.
• Develop incident communication playbooks and communication standards.
• Support regulator-ready incident narratives.
• Develop training and accreditation materials for key incident roles.
• Design and facilitate simulations and tabletop exercises.
• Establish continuous-improvement processes and maintain an improvement backlog.
• Track actions through closure and measure operating-model effectiveness and benefits.
• Deliver the C3 operating model and RACI, severity model, escalation matrix, Major Incident Management playbook, governance framework, tooling requirements, dashboards, training materials, simulation programme, and implementation roadmap.

• 5+ years of work experience stated in the job details; essential experience specifies 7–12+ years in banking/financial services consulting, service management, operational resilience, or technology operations.
• Proven delivery of Major Incident Management, Command Centre, NOC-SOC-IM integration, or similar.
• Strong operating model design across processes, governance, roles, and controls.
• Excellent facilitation under pressure and ability to lead senior stakeholders during live incidents.
• Requirements definition and process mapping, such as BPMN.
• KPI design and benefits tracking.
• Familiarity with ITIL practices.
• Understanding of operational resilience and audit/regulatory expectations in banking.
• ITIL v4 or v3 certification is desirable.
• Agile, Lean, or Six Sigma experience is helpful.
• Experience with Service Now ITSM/IRM, Jira Service Management, Pager Duty/Opsgenie, MS Teams/telephony bridge management, and dashboarding with Power BI/Splunk is desirable.
• Exposure to BCM, crisis management, cyber incident coordination, and third-party resilience is desirable.
• Ability to work in London on a hybrid basis, 2 days per week.
• Contract role inside IR35, initially 6 months, with immediate start.

Demonstrates expertise in Major Incident Management, including the design and implementation of operating models, governance frameworks, and incident communication standards. Proficient in stakeholder engagement, process mapping, and continuous improvement within the banking and financial services sector.

• Major Incident Management
• Operating Model Design
• ITIL Practices
• Stakeholder Engagement
• Process Mapping

• Incident Management
• Governance Frameworks
• KPI Design
• BPMN
• Root-Cause Analysis
• Continuous Improvement
• Simulation Design
• Escalation Pathways
• Decision Rights
• Audit Evidence Requirements

• Facilitation Under Pressure
• Leadership During Incidents
• Stakeholder Management

• ITIL v4 Certification
• ITIL v3 Certification

• Operational Resilience
• Banking
• Financial Services
• Crisis Management
• Cyber Incident Coordination
• Third-Party Resilience

• Service Now ITSM/IRM
• Jira Service Management
• Pager Duty/Opsgenie
• MS Teams
• Power BI
• Splunk