Deloitte
Business Consultant – Major Incident Management & Command Centre
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Contract Role: Business Consultant – Major Incident Management & Command Centre
Contract Location: London. Hybrid (2 days per week)
Contract Duration: 6 months initially (with potential extension)
Contract Start Date: Immediate
Contract Classification: Inside IR35
Daily Rate Breakdown
- Traditional Daily Rate: £500-550 max dependent on experience
- Agreed Contract Rate (ACR): £385 - £424
- Equivalent Annual Salary: £100,250 + £12k holiday pay / £110,294 + £13k holiday pay
- Payroll provider: Rockford Payroll Info for Contingent Workers – Rockford Pay
Overview
We are supporting a tier-one global banking and financial services organisation with the design and establishment of an Incident Management Command & Control Centre (C3).
This is a senior Business Consultant role focused on defining the operating model, governance, processes, controls and tooling requirements needed to strengthen major incident management, operational resilience, service stability and regulatory readiness.
The successful candidate will work across Technology, Operations, Cyber, Business Continuity, Service Management, Risk, Compliance and Communications, translating complex requirements into a practical target operating model and supporting its adoption across the organisation.
Key Responsibilities
Command Centre Strategy & Operating Model
- Define the vision, scope and success measures for an Incident Management Command & Control Centre.
- Design the target operating model, including roles, responsibilities, RACI, coverage models, escalation paths and decision rights.
- Establish an effective command structure aligned to ITIL/major incident management practices and organisational risk appetite.
- Define how major incidents, cyber/technology incidents and wider business disruptions should be managed and coordinated.
Process Design & Governance
- Design and optimise end-to-end Major Incident Management processes covering detection, triage, mobilisation, command, recovery and closure.
- Develop processes for situation reporting, executive updates, stakeholder management, problem management handover and root-cause analysis.
- Define incident severity models, invocation criteria and escalation pathways.
- Establish governance forums, reporting cadence, KPIs/KRIs and audit evidence requirements.
- Ensure appropriate controls and governance are embedded throughout the incident lifecycle.
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Stakeholder Engagement
- Work closely with Technology, Operations, Cyber, Business Continuity, Service Management, Risk, Compliance and Communications teams.
- Facilitate incident war rooms and support structured, timely decision-making during high-impact incidents.
- Engage senior stakeholders and executives, particularly during critical incidents.
- Work with third-party suppliers and vendors to ensure contractual and resilience considerations are incorporated.
Tooling, Data & MI
- Translate business and operational requirements into tooling requirements and user stories.
- Support requirements relating to platforms such as ServiceNow, Jira Service Management, PagerDuty and other incident management/alerting solutions.
- Define MI dashboards and data requirements covering incident timelines, engagement metrics, customer impact, service health and action closure.
- Support UAT, implementation/cutover planning and adoption.
Communications & Customer Impact
- Develop incident communication playbooks covering internal, executive and customer-facing communications.
- Establish clear communication standards and a single source of truth throughout an incident.
- Ensure incident records and communications provide appropriate audit-quality evidence.
- Support the development of regulator-ready incident narratives where required.
Readiness & Continuous Improvement
- Develop training and accreditation materials for key incident roles, including Incident Commander, Communications Lead, Technical Lead and Scribe.
- Design and facilitate simulations/table-top exercises to test operational readiness.
- Establish continuous improvement processes and maintain an improvement backlog.
- Track actions through to closure and measure the effectiveness and benefits of the new operating model.
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Typical Deliverables
- Current-state, target-state and future-state C3 Operating Model and RACI.
- Incident severity model, invocation criteria and escalation matrix.
- Major Incident Management playbook and communications templates.
- Current vs target governance framework, including KPIs/KRIs and reporting cadence.
- Tooling requirements and dashboard/MI definitions.
- Training and operational readiness materials.
- Table-top/simulation exercise programme.
- Implementation and transition roadmap covering people, process and technology.
Essential Skills & Experience
- 7–12+ years in banking/financial services consulting, service management, operational resilience, or technology operations.
- Proven delivery of Major Incident Management / Command Centre / NOC-SOC-IM integration or similar.
- Strong operating model design (process, governance, roles, controls).
- Excellent facilitation under pressure; able to lead senior stakeholders during live incidents.
- Requirements definition and process mapping (e.g., BPMN), KPI design, and benefits tracking.
- Familiarity with ITIL practices; understanding of operational resilience and audit/regulatory expectations in banking.
Desirable Skills & Experience
- ITIL v4 (or v3) certification; Agile/Lean/Six Sigma helpful.
- Experience with ServiceNow (ITSM/IRM), Jira Service Management, PagerDuty/Opsgenie, MS Teams/telephony bridge management, dashboarding (Power BI/Splunk).
- Exposure to BCM, crisis management, cyber incident coordination, and third-party resilience.
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