Incident Manager- London

FDM is a global business and technology consultancy seeking an Incident Manager to work for our client within the Insurance sector. This is initially a 6 month contract with very good prospects to extend and will be a Hybrid role that will be based in London.

Our client is seeking an Incident Manager to lead the end‑to‑end management of IT incidents, ensuring rapid service restoration and minimal business disruption. This opportunity involves acting as the central command point during major incidents, coordinating multi‑level IT support teams, and delivering clear, timely communication to executives and business stakeholders. You will own and enhance the Incident Management framework, align processes with ITIL 4, ISO27001 and DORA resilience standards, and drive continuous improvement through trend analysis, post‑incident reviews and ServiceNow workflow optimisation. This is a high‑impact role at the heart of Technology Operations, offering the chance to strengthen organisational resilience and safeguard critical IT services.

Responsibilities:

• Own and maintain the organisation’s Incident Management policy, procedures, and standards, ensuring alignment with ITIL 4, ISO/IEC 27001 and DORA operational resilience requirements.
• Lead and coordinate major incidents, acting as the central command across multi‑level IT support teams, managing escalations, and driving rapid service restoration with minimal business disruption.
• Communicate incident updates clearly and promptly to executives, business stakeholders and impacted teams, ensuring accurate impact assessment and transparent recovery timelines.
• Produce incident reports and post‑incident reviews, including root‑cause analysis, severity assessments, lessons learned and identification of required remediation actions.
• Manage and optimise ServiceNow Incident workflows, ensuring accurate documentation, SLA/KPI tracking, trend analysis and continuous improvement across the incident management process.

• Strong understanding of ITIL v4 Incident Management principles, with hands‑on experience managing major incidents in complex or regulated environments (ISO 27001 / DORA).
• Proficient in using ServiceNow or similar enterprise service‑management tooling to manage incidents, workflows, reporting, documentation and audit evidence.
• Excellent communicator able to influence senior stakeholders, coordinate cross‑functional teams under pressure, and provide clear, calm leadership during service disruption.
• Highly analytical with strong problem‑solving skills, capable of performing impact assessment, trend analysis, and identifying risks, root causes and opportunities for improvement.
• Minimum of 5+ years’ experience in Incident Management, Major Incident Management, Service Operations or similar high‑pressure IT service roles within enterprise environments.

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.

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 and work-place pension