Senior Enterprise Incident Management / ITSM SME
Location: UK - predominantly remote
Contract: Contract / Consulting
Rate: £750-£850 per day, depending on experience
Working Model: Most remote, with occasional travel potentially required
Must be resident in UK and hold UK passport or valid UK work permit
We are seeking an experienced Enterprise Incident Management / IT Service Management SME to join a major transformation programme focused on developing and implementing a more holistic, enterprise-wide incident management capability.
This is a senior-level consulting role for someone who can operate independently, challenge existing approaches and help design the future-state operating model across a complex, highly regulated organisation.
The Role
You will work with programme leadership and senior stakeholders to assess the current incident management landscape and help develop a consistent, enterprise-wide approach.
The role will involve bringing together incident management capabilities across multiple business and technology areas, including IT, cyber security, payments and critical third parties, and establishing a more integrated approach to incident identification, classification, response, governance and escalation.
Key Responsibilities
- Design and develop an enterprise-wide incident management operating model.
- Assess existing incident management processes and identify opportunities for greater consistency, integration and maturity.
- Review incident management capabilities across different business areas, including cyber security and payments.
- Develop a consolidated enterprise view and catalogue of incidents.
- Define future-state incident management processes, governance, roles, responsibilities and response arrangements.
- Support the integration of third-party and critical supplier incident management into the enterprise framework.
- Assess the potential operational impact arising from the failure or loss of critical third parties.
- Consider the relationship between incident management, operational resilience and Financial Market Infrastructure (FMI) activities.
- Review and advise on the effective use of ServiceNow, CMDB and configuration management within the target operating model.
- Work with senior stakeholders to challenge current processes and develop practical future-state solutions.
- Contribute to the development and refinement of the business case, target operating model and transformation roadmap.
- Provide subject-matter expertise and guidance to programme leadership and key stakeholders.
About You
You will be an experienced Enterprise Incident Management / ITSM professional operating at Senior Manager, Principal Consultant or SME level.
You will ideally have:
- Significant experience in Enterprise Incident Management within complex organisations.
- Strong IT Service Management / ITSM expertise.
- Experience designing or implementing incident management operating models.
- Strong knowledge of ServiceNow, particularly Incident Management.
- Good understanding of CMDB and Configuration Management.
- ITIL 4 certification or equivalent practical experience.
- Experience within operational resilience, ideally in financial services.
- Experience dealing with third-party, supplier and critical service resilience.
- An understanding of the impact of technology and operational incidents on critical business services.
- Experience working across fragmented, complex technology and operational environments.
- Strong stakeholder management and communication skills, including the ability to engage confidently with senior management.
- The ability to work independently, analyse an existing environment and translate findings into a practical target operating model.
Desirable Experience
Experience within one or more of the following would be particularly valuable:
- Banking
- Payments
- Capital Markets
- Financial Market Infrastructure (FMI)
- Highly regulated financial services
- Cyber Security incident management
- Critical third-party / supplier management
- Operational resilience
- ServiceNow transformation programmes
- Enterprise ITSM transformation
The Ideal Candidate
This role is not aimed at a traditional IT support or operational Incident Manager.
We are looking for someone who has operated at enterprise level and can combine hands-on incident management expertise with operating-model design, governance, ServiceNow/CMDB knowledge and operational resilience.
The ideal candidate will be comfortable assessing a fragmented current-state environment, challenging existing processes and helping senior stakeholders define what a mature, enterprise-wide incident management capability should look like.
Financial services experience is strongly preferred.
Desired Skills and Experience
Senior Enterprise Incident Management / ITSM SME
Location: UK - predominantly remote
Contract: Contract / Consulting
Rate: £750-£850 per day, depending on experience
Working Model: Most remote, with occasional travel potentially required
Must be resident in UK and hold UK passport or valid UK work permit
Significant experience in Enterprise Incident Management within complex organisations.
Strong IT Service Management / ITSM expertise.
Experience designing or implementing incident management operating models.
Strong knowledge of ServiceNow, particularly Incident Management.
Good understanding of CMDB and Configuration Management.
ITIL 4 certification or equivalent practical experience.
Experience within operational resilience, ideally in financial services.
Experience dealing with third-party, supplier and critical service resilience.
An understanding of the impact of technology and operational incidents on critical business services.
Experience working across fragmented, complex technology and operational environments.
Strong stakeholder management and communication skills, including the ability to engage confidently with senior management.
The ability to work independently, analyse an existing environment and translate findings into a practical target operating model.
#J-18808-Ljbffr
Senior Enterprise Incident Management / ITSM SME employer: E‑Frontiers
Join a forward-thinking company that values innovation and collaboration, where as a Salesforce Enterprise Architect, you will play a pivotal role in shaping digital transformation strategies for the Public Sector and Energy & Utilities. With a strong emphasis on employee growth, you will benefit from a supportive work culture that encourages professional development and offers competitive compensation, all while enjoying the vibrant atmosphere of London with a flexible hybrid working model.
