Global Incident Manager

FDM is a global business and technology consultancy seeking a Global Incident Manager to work for our client within the finance sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role that will be based in Barnsley.

Our client is seeking an experienced and proactive Global Incident Manager to join their team in a shift-based role. This position is critical to ensuring the stability and resilience of services within a fast-paced financial services environment. The successful candidate will lead the end-to-end incident management process, leveraging deep expertise to minimise service disruption and uphold regulatory and operational standards.

Responsibilities

• Lead the incident management process across global operations, ensuring all incidents are logged, tracked, and resolved promptly
• Apply deep knowledge of incident management frameworks within the financial services sector to reduce downtime and maintain service continuity
• Support the resolution of the existing incident backlog, prioritising based on business impact and urgency
• Provide clear, timely updates to stakeholders at all levels, including senior leadership, on incident status, resolution progress, and post-incident reviews
• Escalate complex or high-impact incidents to appropriate technical or business teams, ensuring all relevant context and diagnostics are provided
• Analyse incident trends and root causes to identify opportunities for service improvement and risk mitigation
• Coach and mentor team members and stakeholders on incident management best practices, with a focus on financial services compliance and operational excellence
• Produce regular and ad hoc reports on incident metrics, trends, and performance against SLAs and regulatory expectations
• Ensure all incident management activities align with internal policies, industry standards, and financial regulatory requirements
• Collaborate closely with global support teams, operations, and business units to maintain a high level of service and responsiveness

Requirements

• Minimum 7 years proven experience in global incident management, preferably within financial services
• Strong knowledge of regulatory standards and operational controls in financial environments (e.g., FCA, SOX, GDPR)
• Exceptional communication skills, capable of managing high-pressure situations and coordinating across diverse technical and business teams
• Experience in a shift-based or 24/7 operational model
• Strong analytical, decision-making, and problem-solving abilities
• Proficiency with ITSM and incident tracking tools (e.g., ServiceNow, Jira)
• Experience training and mentoring teams in incident response and resilience planning

Why join us

• Career coaching, mentoring and access to upskilling throughout your entire FDM career
• Assignments with global companies and opportunities to work abroad
• Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
• Annual leave, work-place pension and BAYE share scheme

About FDM

We are a business and technology consultancy and one of the UK's leading employers, recruiting the brightest talent to become the innovators of tomorrow. We have centres across Europe, North America and Asia-Pacific, and a global workforce of over 3,500 Consultants. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer and is listed on the FTSE4Good Index.

Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.