Incident Manager - Birmingham

FDM is a global business and technology consultancy seeking an Incident Manager to work for our client within the financial services sector. This is initially a 12-month contract with the potential to extend and will be a hybrid role based in Birmingham.

Our client is looking for an experienced Incident Manager who will be responsible for overseeing the incident management process, ensuring that IT service disruptions are effectively handled. The role involves coordinating responses, minimising impact, and restoring normal service operations as quickly as possible while keeping all relevant stakeholders informed.

Responsibilities

• Lead the incident management process, ensuring timely identification, investigation, and resolution of incidents
• Coordinate with technical teams, service desk personnel, and third-party vendors to resolve incidents efficiently
• Own and drive major incident resolution, ensuring effective communication and escalation as necessary
• Conduct root cause analysis (RCA) to prevent future incidents and ensure continuous improvement
• Maintain detailed documentation of incident reports, resolutions, and trends to improve response strategies
• Develop and enforce incident management policies and best practices in line with ITIL frameworks
• Provide clear and timely updates to stakeholders, senior management, and relevant teams during incidents
• Conduct post-incident reviews to identify lessons learned and drive service improvements
• Work closely with risk management and compliance teams to align incident response with financial regulations and industry standards
• Monitor and analyse incident trends to proactively address potential issues before escalation
• Train and mentor service desk and operations teams on incident management best practices
• Develop and maintain incident response plans and ensure team readiness for high-impact situations
• Ensure continuous communication with business units to understand their needs and expectations regarding IT service availability and performance

Requirements

• Proven experience in incident management, IT service operations, or ITIL-based environments within financial services
• Strong understanding of ITIL framework, particularly incident, problem, and change management
• Excellent communication and stakeholder management skills, with the ability to liaise across multiple departments
• Ability to work under pressure in high-impact situations and manage multiple priorities effectively
• Experience using IT service management (ITSM) tools such as ServiceNow, Remedy, or equivalent
• Strong analytical and problem-solving skills, with experience in root cause analysis and continuous improvement initiatives
• Knowledge of financial services regulations and compliance requirements is an advantage
• ITIL Foundation or higher certification
• Experience in major incident management (MIM)
• Familiarity with cybersecurity incident response within financial institutions

Why join us?

• Career coaching and access to upskilling throughout your entire FDM career
• Initial upskilling pre-assignment that has been accredited by TechSkills
• Assignments with global companies and opportunities to work abroad
• Opportunity to obtain certifications from Microsoft, Salesforce, Cisco and more
• Access to the Buy As You Earn 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 4,000 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.