Location
Canary Wharf, London

Hours
Flexible and agile working arrangements available, including hybrid office and home working (expectation to attend office once or twice a week or more as required), reduced or varied working hours and days, compressed hours, and job share options.

Salary
£75,000 per annum

About the Role
We are seeking an experienced and proactive Incident and Business Continuity Manager to lead our operational resilience and incident response capability. This pivotal role ensures the organisation’s critical services remain robust, responsive, and compliant during operational incidents and major disruptions. You will oversee daily incident review and triage using ServiceNow, liaise with technical teams and service providers, and manage security-related incidents including lost equipment, data breaches, and phishing. You will maintain incident statistics and prepare reports for senior stakeholders.

In addition, you will lead the response to major (P1/P2) incidents, ensuring prompt escalation to executive leadership and consistent communication throughout the incident lifecycle. You will coordinate post-incident reviews, capture lessons learned, and maintain incident management and recovery processes to ensure readiness for major disruptions.

As the lead for business continuity planning and disaster recovery coordination, you will ensure compliance with regulatory and audit requirements, maintaining robust documentation and evidence of incident handling and recovery actions.

This role sits within the Scheme Operations function of the Service and Solutions directorate, which manages the pension scheme’s day-to-day operations and works towards improving customer service and experience. You will define and enforce the approach to incident management across a broad set of functions, ensuring adherence to agreed processes.

Experience
- Minimum 5 years’ experience (or equivalent) with incident management frameworks such as ITIL, business continuity, and disaster recovery planning.
- Proven experience working with outsourced service providers at a senior, independent level.
- Proficient with incident tracking tools and reporting systems.
- Highly technical with excellent communication skills and strong attention to detail.

About you
- Proactive and able to lead operational resilience and incident response.
- Strong collaborator capable of liaising effectively with technical teams, service providers, and senior stakeholders.
- Detail-oriented with a focus on continuous improvement and risk mitigation.
- Adaptable to flexible working arrangements and committed to maintaining high standards of compliance and governance.

Qualifications
- Relevant certifications or qualifications in incident management, business continuity, or disaster recovery are desirable but not explicitly required.
- Knowledge of regulatory and audit requirements related to incident handling and recovery is essential.