Manager, Command Centre & Incident Management

We’re looking for an experienced and people‑centred Manager, Command Centre & Incident Management to lead our UK Command Centre team. In this pivotal role, you’ll guide technical specialists through high‑priority incidents, ensure rapid service recovery, and communicate clearly with stakeholders at every level, including senior and executive leadership. If you thrive in fast‑paced environments, enjoy solving complex problems, and excel at bringing people together during critical moments, this role offers the opportunity to make a meaningful impact across the organisation.

What You’ll Be Doing:

• Team leadership — Lead a high‑performing team that acts as the central point of contact for major systems with firm‑wide impact.
• Incident recovery — Drive the recovery of key technology platforms during service disruptions or outages, ensuring timely and effective resolution.
• Cross‑functional collaboration — Work closely with internal customers, technology teams and vendors to identify, analyse and resolve system issues.
• Technical assessment — Apply domain expertise to monitor, assess and evaluate processes, data and system performance.
• Solution design — Ensure IT solutions meet business needs while maintaining a pragmatic, integrated approach to technical design.
• Bridge call leadership — Instigate and chair technical and management bridge calls, assign tasks, and provide clear, timely reporting.
• Executive communication — Deliver concise, accurate incident communications to broad audiences, including senior leadership.
• High‑priority incident guidance — Confidently guide critical incidents to resolution, making informed decisions under pressure when required.
• Infrastructure updates — Provide clear updates on ongoing issues and actions during management bridges.
• Enterprise‑wide thinking — Ensure departmental IT requests align with end‑to‑end process and data integration.
• Incident analytics — Analyse incident trends, frequency, duration and resolution rates to support continuous improvement.
• Accountability for service restoration — Serve as the single point of accountability during incident management situations.
• Project leadership — Lead projects to successful completion, meeting business, budget and strategic objectives.
• Strategic influence — Influence technology project prioritisation and structure to support business goals and manage risk.
• Workforce management — Support accurate capacity planning across internal and external resources.
• Continuous learning — Stay current with key technology, business and industry trends.
• Other responsibilities as required.

This role may involve non‑standard shift patterns, including nights, weekends and participation in an on‑call rotation.

What You’ll Bring:

We welcome applicants from all backgrounds who can demonstrate strong leadership, technical understanding and a commitment to collaborative problem‑solving.

Qualifications & Experience:

• Bachelor’s degree in MIS, Computer Science, Business or a related field — or equivalent experience.
• Experience in project management, enterprise implementation, leadership, strategic planning, application development or similar areas.
• Financial services experience is beneficial but not essential.

Knowledge & Skills:

• Ability to attract, develop and retain talented individuals, building a cohesive and motivated team.
• Strong coaching, feedback and empowerment skills to help others grow.
• Ability to create an environment of trust where people can perform at their best.
• Excellent relationship‑building skills, with a focus on enhancing the customer experience.
• Customer‑centric mindset when making decisions or designing solutions.
• Ability to build strategic partnerships and collaborate across the organisation.
• Clear, confident communication that promotes openness and trust.
• Ability to drive innovation, support organisational change and encourage new approaches.
• Strong focus on performance, accountability and delivering measurable results.
• Ability to align resources, processes and communication to achieve strategic priorities.
• Commitment to high standards, continuous improvement and positive business outcomes.

Why Join Us?

You’ll be stepping into a role where your leadership directly influences service stability, customer experience and organisational resilience. We offer a supportive environment, opportunities for professional growth and the chance to shape how we respond to critical technology challenges.