At a Glance
- Tasks: Lead the Command Centre team to restore tech services during major incidents and drive operational excellence.
- Company: Dynamic tech company in London with a focus on innovation and teamwork.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Join a supportive team and enhance your career in technology operations.
- Why this job: Make a real impact by leading critical incident management in a fast-paced environment.
- Qualifications: Experience in Major Incident Management and strong leadership skills required.
The predicted salary is between 75000 - 100000 £ per year.
Permanent London, UKPosted 5 days ago11779HS 75k – 100k per year Head of Command Centre & Incident Management Hybrid We are seeking an experienced and highly motivated Head of Command Centre & Incident Management to lead our UK Command Centre function.
This is a critical leadership role responsible for ensuring the rapid restoration of technology services during major incidents, minimising business disruption, and driving operational excellence across the IT estate.
You will lead a team of Incident Management professionals, providing strategic direction and operational oversight while acting as the central point of coordination during high-priority service disruptions.
The role requires exceptional communication skills, with the ability to confidently engage both technical teams and senior business stakeholders, including executive leadership.
This position may require participation in an on-call rota and occasional work outside standard business hours, including evenings and weekends, to support major incident response.
Key Responsibilities Lead and develop the UK Command Centre and Incident Management team, ensuring high performance and continuous improvement.
Act as the primary point of accountability for the management and restoration of critical technology services during major incidents.
Coordinate technical teams to drive rapid service recovery and minimise business impact during service disruptions.
Chair technical and management bridge calls, assigning actions, tracking progress, and ensuring effective communication throughout the incident lifecycle.
Produce timely incident reports, post-incident summaries, and executive-level communications for stakeholders.
Communicate complex technical information clearly and effectively to both technical and non-technical audiences.
Provide regular updates to senior leadership on incident status, business impact, and recovery activities.
Make informed, time-critical decisions during major incidents to support business continuity and service restoration.
Analyse incident trends, including frequency, duration, categorisation, prioritisation, and resolution metrics, to identify opportunities for service improvement.
Collaborate closely with technology teams, business stakeholders, and third-party suppliers to investigate and resolve complex technical issues.
Apply specialist knowledge to monitor, assess, and improve operational processes, tools, and technologies.
Ensure technology solutions align with business objectives while maintaining a pragmatic and integrated approach to service delivery.
Lead operational and technology improvement initiatives through to successful completion, ensuring delivery against agreed objectives, budgets, and timelines.
Influence the prioritisation of technology initiatives, balancing business needs, operational risk, and strategic objectives.
Oversee resource planning and workforce capacity to ensure effective support coverage across the Command Centre function.
Stay informed of emerging technologies, industry best practices, and operational trends to continually enhance Incident Management capabilities.
Undertake additional responsibilities as required to support the wider Technology Operations function.
About You You’ll be an experienced technology operations leader with a strong background in Major Incident Management, Service Operations, or Command Centre leadership within a complex enterprise environment.
You’ll bring: Proven experience leading Major Incident Management or Command Centre teams.
Strong knowledge of IT Service Management (ITSM) frameworks, particularly ITIL.
Experience managing high-severity incidents across enterprise infrastructure and business-critical applications.
Excellent leadership, stakeholder management, and decision-making skills under pressure.
Outstanding written and verbal communication skills, with experience engaging executive stakeholders.
Strong analytical skills with experience using operational metrics to drive continuous improvement.
Experience leading operational change, service improvement initiatives, and cross-functional projects.
The ability to prioritise effectively and remain calm in fast-paced, high-pressure environments.
Head of Command Centre & Incident Management Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously.
Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website http://proactive. it/privacy-notice/
Head of Command Centre & Incident Management – 11779HS in London employer: Proactive Appointments
Proactive Appointments is an excellent employer, offering a dynamic work environment that fosters innovation and collaboration in the Financial Services sector. With a strong emphasis on employee growth, we provide ample opportunities for professional development and skill enhancement, all while enjoying the flexibility of a hybrid working model. Our supportive culture encourages teamwork and values each individual's contributions, making it a rewarding place to build your career.
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We think this is how you could land Head of Command Centre & Incident Management – 11779HS in London
✨Join the IT Consultancy Buzz
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We think you need these skills to ace Head of Command Centre & Incident Management – 11779HS in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Proactive Appointments.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Proactive Appointments. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Proactive Appointments
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
