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About the Role

This senior Business Consultant role focuses on defining the operating model, governance, processes, controls, and tooling requirements for establishing a new Incident Management Command & Control Centre (C3) within a global banking and financial services organization. The goal is to strengthen major incident management, operational resilience, service stability, and regulatory readiness.

Responsibilities

• 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 an effective command structure aligned to ITIL/major incident management practices and organizational risk appetite.
• Define how major incidents, cyber/technology incidents, and wider business disruptions should be managed and coordinated.
• Design and optimize end-to-end Major Incident Management processes covering detection, triage, mobilization, command, recovery, and closure.
• Develop processes for situation reporting, executive updates, stakeholder management, problem management handover, and root-cause analysis.
• Define incident severity models, invocation criteria, and escalation pathways.
• Establish governance forums, reporting cadence, KPIs/KRIs, and audit evidence requirements.
• Ensure appropriate controls and governance are embedded throughout the incident lifecycle.
• Work closely with Technology, Operations, Cyber, Business Continuity, Service Management, Risk, Compliance, and Communications teams.
• Facilitate incident war rooms and support structured, timely decision-making during high-impact incidents.
• Engage senior stakeholders and executives, particularly during critical incidents.
• Work with third-party suppliers and vendors to ensure contractual and resilience considerations are incorporated.
• Translate business and operational requirements into tooling requirements and user stories.
• Support requirements relating to platforms such as ServiceNow, Jira Service Management, PagerDuty, and other incident management/alerting solutions.
• Define MI dashboards and data requirements covering incident timelines, engagement metrics, service health, and action closure.
• Support UAT, implementation/cutover planning, and adoption.
• Develop incident communication playbooks covering internal, executive, and customer-facing communications.
• Establish clear communication standards and a single source of truth throughout an incident.
• Ensure incident records and communications provide appropriate audit-quality evidence.
• Support the development of regulator-ready incident narratives where required.
• Develop training and accreditation materials for key incident roles.
• Design and facilitate simulations/table-top exercises to test operational readiness.
• Establish continuous improvement processes and maintain an improvement backlog.
• Track actions through to closure and measure the effectiveness and benefits of the new operating model.

Requirements

• 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 (process, governance, roles, controls).
• Excellent facilitation under pressure; able to lead senior stakeholders during live incidents.
• Requirements definition and process mapping (e.g., 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 helpful.
• Agile/Lean/Six Sigma helpful.
• Experience with ServiceNow (ITSM/IRM), Jira Service Management, PagerDuty/Opsgenie, MS Teams/telephony bridge management, dashboarding (Power BI/Splunk) is desirable.
• Exposure to BCM, crisis management, cyber incident coordination, and third-party resilience is desirable.

Skills

• Major Incident Management
• Command Centre Operations
• Operating Model Design
• Process Design
• Governance Frameworks
• Stakeholder Engagement
• Requirements Definition
• Process Mapping (BPMN)
• KPI Design
• Benefits Tracking
• ITIL Practices
• Operational Resilience
• Regulatory Compliance
• Facilitation under pressure
• ServiceNow
• Jira Service Management
• PagerDuty
• Power BI
• Splunk
• BCM
• Crisis Management
• Cyber Incident Coordination
• Third-Party Resilience

Location

• London

Work Type

• Hybrid
• Contract

Experience Level

• Senior

Salary/Compensations

• £100,250 + £12k holiday pay
• £110,294 + £13k holiday pay

About the Company

• Tier-one global banking and financial services organisation.