Posted 9 days ago
Description
Senior Consultant | Tech Transformation | La Fosse
Location: Hybrid – London
Overview
Seeking an experienced Incident & Problem Manager to lead end-to-end incident management and drive problem resolution within a complex, multi-party environment supporting major industry change.
Key Responsibilities
- Own the full incident lifecycle: logging, categorisation, prioritisation, investigation, escalation, resolution, and closure.
- Lead and control live Incidents, coordinating technical and business resolver groups.
- Assess business, operational, and market impact to ensure correct prioritisation and escalation.
- Act as the single point of control for cross-party incidents involving external participants.
- Deliver timely, accurate, and consistent incident communications to stakeholders.
- Monitor and manage SLA performance, including response/resolution targets and breach prevention.
- Maintain high-quality incident records with full timelines, decision logs, and audit trail.
- Identify recurring issues, raise and manage Problem records, and support root-cause analysis.
- Drive long-term fixes, workarounds, and knowledge capture to reduce repeat incidents.
- Provide operational oversight to protect service stability across critical live services.
Desired Experience
- Strong background in Incident & Problem Management within complex or regulated environments.
- Proven command-and-control leadership of high-severity incidents.
- Excellent communication, stakeholder management, and impact-based prioritisation skills.
- Experience working with multi-disciplinary resolver teams and SMEs.
- Inside IR35
- Hybrid working, London presence required
- Initial 3-month engagement with potential extension
Seniority level
- Mid-Senior level
Employment type
- Contract
Job function
- Information Technology
Industries
- IT Services and IT Consulting
