We are seeking an experienced and proactive Incident & Business Continuity Manager to lead our operational resilience and incident response capability. This pivotal role ensures the organisation’s critical services remain robust, responsive, and compliant in the face of operational incidents and major disruptions. Key Responsibilities Incident Management - Oversee daily incident review and triage, using ServiceNow, to identify, escalate, and resolve operational incidents. - Liaise with technical teams and service providers (TCS) to clarify incident details, ensure timely resolution, and maintain audit trails. - Manage security-related incidents (lost equipment, data breaches, phishing), coordinating with IT, Information Security, and Data Protection teams. - Maintain and analyse incident statistics, trends, and root causes to drive continuous improvement and risk mitigation. - Prepare and deliver weekly and monthly incident reports to senior stakeholders. Major Incident & Escalation - Lead the response to major (P1/P2) incidents, ensuring prompt escalation to executive leadership and clear, actionable communication throughout the incident lifecycle. - Establish a framework to provide consistent updates to stakeholders. - Coordinate post-incident reviews and ensure lessons learned are captured and acted upon. - Maintain and regularly review incident management and recovery processes to ensure readiness for major disruptions. - Ensure compliance with regulatory and audit requirements, maintaining robust documentation and evidence of incident handling and recovery actions. Business Continuity & Disaster Recovery (BCDR) - Lead business continuity planning and disaster recovery coordination. The minimum criteria for this role are: • 5 years’ experience (or equivalent) with incident management frameworks (e.g., ITIL), business continuity, and disaster recovery planning. • Experience of working with outsourced service providers at a senior, independent level. • Experience with incident tracking tools and reporting systems • Highly technical with excellent communication skills and attention to detail Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget. Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role. Flexible and agile working Everyone's personal situation is different. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share Click here to see the benefits we offer at Nest. For more information about our recruitment process click here Directorate/Department Overview The Service and Solutions directorate consists of Scheme Operations, Data, Facilities, and Change. This position is within the Scheme Operations function. Scheme Operations is divided into two teams: Service Delivery and the Scheme Administration Process Execution (SAPE) team. Both are responsible for managing the pension scheme’s day-to-day operations and working towards improvements in customer service and experience. The Incident and BCDR Manager is required to manage incidents across a broad set of functions. This role will define the approach to the management of incidents and be responsible for policing adherence to the agreed incident management approaches. The successful candidate will be instrumental in safeguarding the integrity and reputation of our service, maintaining customer trust, and driving continual improvement in incident management processes. This role is part of the Service Delivery team. The Service Delivery team oversees TCS in providing consistent service to Nest customers. Their responsibilities include monitoring daily operations, risk management, service design, IT changes, incident management, security, compliance, and business continuity. The team also has a Business Analysis function, which handles requirements gathering, process analysis, and operational readiness. Collaboration with TCS is ongoing to enhance customer experience. This role reports to the Head of Service Delivery. Organisational Overview Nest is an award-winning workplace pension scheme, the largest in the country. Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment. Diversity, Equity and Inclusion Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background. We also recognise the importance of diversity of thought and other forms of neurocognitive variation. Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you’re applying through the scheme. We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications. Please note that this advert may close early if we receive a sufficient number of satisfactory applications. If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: [email protected] .