Group (Business) Incident Manager
£550/day inside IR35
4 months contract
Remote (UK-based)
Overview
We are seeking an experienced Group (Business) Incident Manager to join the Service Management team within our client, a large financial services firm. This role will play a key part in managing business-critical incidents across the organisation, ensuring timely resolution, effective communication, and continuous improvement of incident processes.
Key Responsibilities
* Lead or support the management of Bronze and Silver incidents, ensuring effective and timely service restoration.
* Collaborate with technical and business teams to minimise customer and operational impact.
* Provide timely and accurate updates to business stakeholders via appropriate channels.
* Ensure escalations are handled in line with policies.
* Facilitate and document Post Incident Reviews (PIRs), including root cause analysis and action tracking.
* Monitor tools such as ServiceNow, Teams channels, and Downdetector for early incident detection.
* Support enhancements to the Group Incident Management Procedure & Framework.
* Drive continuous improvement across the Service Management function.
* Deliver accurate and relevant management reporting.
* Participate in OOH/Standby support for incidents and major IT releases (24/7/365).
Essential Skills & Experience
* Proven experience in Group (Business) Incident Management within a large enterprise.
* Strong leadership and stakeholder engagement skills.
* Understanding of key technologies and applications underpinning Important Business Services.
* Ability to manage multiple priorities in a dynamic environment.
* Excellent communication and reporting skills.
* Experience in partner engagement through incidents, PIRs, and service reviews.
* Tenacity, resilience, and flexibility in high-pressure situations.