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- Tasks: Lead incident management and ensure rapid service restoration in a dynamic insurance environment.
- Company: Join Albany Beck, a forward-thinking consultancy in the financial services sector.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by managing critical incidents and enhancing operational resilience.
- Qualifications: Experience in incident management within regulated environments and strong ITIL knowledge.
- Other info: Be part of a supportive team focused on your personal and professional development.
The predicted salary is between 36000 - 60000 £ per year.
Incident Manager – IT Service & Operational Resilience - Insurance
Engagement: Permanent (Immediate Start)
Location: London (Hybrid)
Client Industry: Insurance
Company: Albany Beck
About Albany Beck
Albany Beck is a Management Consultancy focused on providing specialist talent and transformative solutions to Financial Services clients. We combine subject matter expertise with innovative delivery models that help clients scale efficiently, while offering meaningful, long-term career opportunities to our people. At Albany Beck, you’ll be choosing to work with an organisation that’s passionate about your learning journey and committed to your professional and personal development.
Role Overview
We are looking for an experienced Incident Manager to join our Change & Transformation practice, with an immediate deployment opportunity onsite with one of our largest Insurance clients, based in London. This role will be to support the delivery and continuous improvement of IT Incident and Major Incident Management within a regulated Financial Services environment. This role is responsible for the end-to-end coordination of incidents that impact business services, ensuring rapid service restoration, clear stakeholder communication, and alignment with regulatory and operational resilience requirements. The Incident Manager will act as the central point of command during major incidents, working closely with Technology teams, business stakeholders, and third-party vendors. The engagement requires strong knowledge of ITIL v4 Incident Management, experience operating in regulated environments (e.g. ISO 27001, DORA), and the ability to embed robust, auditable incident management controls and reporting.
Key Responsibilities
- Own and maintain the Incident Management policy, procedures, standards, and workflows
- Act as the central command and escalation point during major incidents, coordinating multi-level IT support teams
- Lead major incident communications, providing clear, timely updates to senior stakeholders and impacted business areas
- Facilitate effective IT–business collaboration during incidents, ensuring impact, risk, and recovery decisions are clearly understood
- Ensure alignment with ITIL v4 Incident Management, ISO/IEC 27001 controls, and DORA operational resilience objectives
- Produce incident and major incident reports, including severity assessments and post-incident reviews
- Drive post-incident analysis and lessons learned, partnering with Problem Management to identify root causes and trends
- Own and manage Incident Management workflows within ServiceNow
- Monitor incident trends, SLAs, OLAs, and KPIs, driving continuous improvement initiatives
- Coordinate incident management interfaces with related processes, including Service Asset & Configuration Management
- Support audit, risk assessments, and regulatory evidence requirements
- Maintain strong engagement with internal Technology teams and external vendors
- Contribute to training, awareness, and adoption of incident management processes across the organisation
Key Deliverables
- Incident Management policies, procedures, and standards
- Major Incident communications and stakeholder updates
- Incident and post-incident review reports with documented actions
- ServiceNow Incident Management workflows and reporting
- SLA, KPI, and trend analysis reporting
- Audit-ready evidence supporting incident management controls
Key Skills & Experience
- Proven experience as an Incident Manager within regulated Financial Services environments
- Strong knowledge of ITIL v4 Incident Management principles and best practices
- Experience coordinating and leading major incidents with senior business stakeholders
- Hands-on experience with enterprise service management tools, ideally ServiceNow
- Strong understanding of operational resilience, risk, and control frameworks
- Excellent stakeholder management and communication skills
- Ability to remain calm under pressure and manage high-severity incidents effectively
- Strong documentation skills with attention to detail
Desirable Experience
- ITIL v4 certification
- Experience working within ISO 27001 and/or DORA-aligned environments
- Experience supporting audit-driven or regulatory change initiatives
- Background in Service Delivery, Technology Operations, or Enterprise IT environments
Incident Manager in City of London employer: Albany Beck
Contact Detail:
Albany Beck Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Albany Beck or in similar roles. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by brushing up on ITIL v4 principles and incident management best practices. We want you to be ready to showcase your expertise and how you can bring value to the team!
✨Tip Number 3
Practice your communication skills! As an Incident Manager, you'll need to convey complex information clearly. Try mock interviews with friends or use online resources to refine your delivery.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Incident Manager in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Incident Manager role. Highlight your experience with ITIL v4 and any relevant incidents you've managed in regulated environments. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about incident management and how your background makes you a perfect fit for Albany Beck. Let us know what excites you about this opportunity!
Showcase Your Communication Skills: As an Incident Manager, communication is key. In your application, give examples of how you've effectively communicated during major incidents. We love seeing candidates who can keep stakeholders informed and calm under pressure!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. We can't wait to hear from you!
How to prepare for a job interview at Albany Beck
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL v4 knowledge before the interview. Be ready to discuss how you've applied these principles in past roles, especially in regulated environments. This will show that you understand the framework and can effectively manage incidents.
✨Prepare for Scenario Questions
Expect to be asked about specific incidents you've managed. Prepare a few examples where you coordinated major incidents, detailing your approach, the challenges faced, and the outcomes. This will demonstrate your hands-on experience and problem-solving skills.
✨Showcase Your Communication Skills
As an Incident Manager, clear communication is key. Be prepared to discuss how you’ve communicated with stakeholders during incidents. Highlight any strategies you used to keep everyone informed and engaged, as this will reflect your ability to manage high-pressure situations.
✨Familiarise Yourself with ServiceNow
If you have experience with ServiceNow, make sure to mention it! If not, do some research on its functionalities related to incident management. Being able to speak about how you would use such tools can set you apart from other candidates.
