Business Consultant – Incident Management Command & Control

London or Birmingham (Hybrid)

6-Month Contract

Up to £950 p/d (Umbrella)

HSBC is looking for an experienced Business Consultant to lead the design and implementation of a Command & Control Centre (C3) for Incident Management. This role will focus on strengthening operational resilience, improving service stability, and ensuring regulatory readiness across a complex banking environment. You’ll work closely with senior stakeholders across technology and business functions to establish best-in-class Major Incident Management capabilities.

Job Responsibilities

1. Define the C3 strategy, scope, and operating model, including roles, RACI, escalation paths, and success metrics (e.g. MTTR, engagement time)
2. Design and optimise end-to-end Major Incident Management (MIM) processes from detection through to resolution and closure
3. Establish incident severity frameworks, invocation criteria, and governance structures
4. Facilitate incident war rooms and coordinate cross-functional teams (Technology, Operations, Cyber, Risk, Business Continuity)
5. Develop communication playbooks for internal, executive, and customer-facing updates
6. Translate business needs into tooling requirements (e.g. ServiceNow, PagerDuty) and define MI dashboards/reporting
7. Lead training, simulation exercises, and continuous improvement initiatives
8. Produce key deliverables including operating models, playbooks, governance packs, and implementation roadmaps

Requirements

1. 7–12+ years’ experience in banking or financial services consulting
2. Strong background in Major Incident Management, Command Centres, or Operational Resilience
3. Proven experience designing operating models, processes, and governance frameworks
4. Ability to lead in high-pressure incident environments and engage senior stakeholders
5. Strong knowledge of ITIL practices and regulatory expectations within banking
6. Experience with tools such as ServiceNow, PagerDuty/Opsgenie, or similar
7. Excellent communication, stakeholder management, and facilitation skills
8. ITIL certification (preferred)