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- Tasks: Lead incident management and ensure rapid service restoration in a dynamic environment.
- Company: Join Albany Beck, a forward-thinking consultancy in the Financial Services sector.
- Benefits: Enjoy a competitive salary, hybrid work options, 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 and strong knowledge of ITIL v4 principles required.
- Other info: Be part of a supportive team focused on your learning and career development.
The predicted salary is between 36000 - 60000 £ per year.
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.
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 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
- 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 London employer: Albany Beck
Contact Detail:
Albany Beck Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Albany Beck or similar companies. A friendly chat can sometimes lead to job opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by brushing up on your ITIL v4 knowledge and incident management best practices. We want you to be ready to showcase your expertise and how you can bring value to the team during those crucial moments.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining Albany Beck and being part of our exciting journey.
We think you need these skills to ace Incident Manager in 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 regulatory frameworks like ISO 27001 or DORA. 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 great fit for Albany Beck. Keep it engaging and personal – we love to see your personality!
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. This will show us that you can handle high-pressure situations and keep stakeholders informed.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen on joining our team at Albany Beck!
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, especially under pressure.
✨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.
