Worldpay
Enterprise Incident Manager Senior
Gateshead
Posted about 23 hours ago
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General Duties & Responsibilities
Enterprise Incident Leadership
- Lead the Enterprise Incident Management function across Worldpay, ensuring effective management of all incidents.
- Provide oversight of the end-to-end incident lifecycle, from detection and assessment through recovery, root cause analysis, and resolution.
- Direct enterprise-wide response activities during business-critical incidents, ensuring coordinated actions across operational, technology, product, and business functions.
- Determine incident severity and ensure appropriate escalation, governance, and executive engagement.
- Serve as the primary escalation point for major incidents with significant customer, operational, financial, regulatory, or reputational impact.
- Ensure effective management of major incidents to minimize customer disruption and business impact.
Customer, Operational & Commercial Leadership
- Lead the assessment and management of customer, operational, financial, regulatory, and commercial impacts arising from major incidents.
- Ensure customer outcomes remain central to incident response and recovery decision-making.
- Act as the primary coordination point between business, operational, technology, product, and executive leadership teams during critical incidents.
- Support executive decision-making through timely business impact assessments, risk evaluations, and stakeholder communications.
- Ensure customer-facing, operational, and leadership teams receive timely and audience-appropriate communications throughout incident response and recovery activities.
- Minimize operational disruption, revenue impact, customer attrition risk, and reputational exposure associated with major service incidents.
- Engage directly with strategic clients, as required, to discuss major incidents, service stability, trends, and improvement initiatives.
Operational Resilience & Governance
- Define and maintain the enterprise incident management framework, operating model, governance standards, and associated policies.
- Ensure incident management processes are aligned with operational resilience, crisis management, business continuity, and service management frameworks.
- Maintain consistency of incident management standards, controls, and practices across the enterprise.
- Support operational resilience, crisis management, and business continuity planning activities.
- Identify systemic risks, recurring failure patterns, and emerging threats impacting customer experience, operational stability, and business resilience.
- Ensure problem prevention and resilience improvement initiatives are identified, tracked, and implemented.
- Partner closely with Audit, Risk, and Control functions to ensure incident-related controls are appropriately designed, implemented, monitored, tested, and remediated following significant incidents.
- Ensure lessons learned from major incidents are translated into sustainable control enhancements, with remediation activities tracked through validation and closure.
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Continuous Improvement & Transformation
- Lead enterprise post-incident review activities focused on root cause identification, customer outcomes, business impact, and service improvement opportunities.
- Ensure corrective and preventive actions are owned, tracked, and completed.
- Drive initiatives to improve service stability, recovery effectiveness, and operational resilience.
- Lead strategic transformation initiatives that enhance enterprise incident detection, response, communication, and recovery capabilities.
- Develop and maintain the roadmap for the evolution of the Enterprise Incident Management capability, including automation, tooling, integration, and resilience enhancement initiatives.
- Review performance metrics, trend data, and operational insights to identify improvement opportunities.
- Develop executive reporting, dashboards, and management information to support decision-making and risk management.
- Promote a culture of accountability, collaboration, learning, and continuous improvement.
Leadership & People Management
- Provide leadership and direction for Enterprise Incident Management across Worldpay.
- Partner with regional incident management SMEs and operational teams to ensure consistent enterprise incident management practices and outcomes.
- Ensure appropriate coverage models, support structures, and operating procedures are in place to maintain effective 24x7 incident management capabilities across all regions.
- Establish clear accountability and performance expectations across incident management activities and stakeholders.
- Foster strong partnerships across Technology, Operations, Product, Risk, Commercial, and Customer Experience teams.
- Support the ongoing development of incident management capabilities, organizational maturity, and future operating model enhancements as business needs evolve.
Strategic & Financial Management
- Develop and execute objectives and roadmaps for the Enterprise Incident Management function.
- Establish and monitor key performance indicators, service health metrics, and resilience objectives.
- Contribute to broader operational excellence and resilience initiatives across the enterprise.
- Develop business plans and manage departmental budgets and investment priorities.
- Support audits, regulatory reviews, client due diligence activities, and governance forums.
- Represent the Enterprise Incident Management function with clients, auditors, regulators, and senior stakeholders.
- Perform other related duties as assigned.
Education Requirements
- Bachelor's Degree in Computer Science, Information Systems, Technology Management, Business Administration, or an equivalent combination of education, training, and professional experience.
- Advanced qualifications in operational resilience, IT service management, business continuity, or leadership disciplines are desirable.
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Knowledge, Skills & Experience
Incident & Service Management Expertise
- Extensive experience in enterprise incident management, major incident response, operational leadership, or service management.
- Deep understanding of Incident Management, Problem Management, Change Management, Operational Resilience, and Business Continuity disciplines.
- Strong knowledge of ITIL principles and industry best practices.
- Broad understanding of enterprise technology environments, infrastructure, cloud services, payments processing, and production operations.
- Strong understanding of governance, controls, risk management, and compliance requirements.
Leadership & Executive Influence
- Proven experience leading global operational or incident management teams.
- Demonstrated success managing high-severity incidents, crisis events, and service disruptions.
- Strong executive presence and ability to influence decision-making at senior leadership levels.
- Experience building, developing, and leading high-performing teams.
- Ability to establish credibility and trust with executives, customers, regulators, auditors, and stakeholders.
Customer & Commercial Acumen
- Strong understanding of customer experience and the impact of service interruptions on customers and business operations.
- Ability to assess customer, operational, financial, reputational, regulatory, and commercial risks during incident situations.
- Strong business acumen with the ability to balance technical, operational, customer, and commercial priorities.
- Experience managing client escalations and executive-level customer communications.
Communication & Stakeholder Management
- Exceptional written, verbal, and presentation communication skills.
- Ability to communicate complex technical issues effectively to both technical and non-technical audiences.
- Strong facilitation, negotiation, conflict resolution, and stakeholder management capabilities.
- Experience coordinating large-scale cross-functional response efforts through influence and leadership.
- Ability to provide concise executive reporting and recommendations under pressure.
Strategic & Continuous Improvement
- Proven experience developing operational strategies and executing transformation initiatives.
- Strong analytical, decision-making, and problem-solving capabilities.
- Experience using operational metrics and trend analysis to drive strategic improvements.
- Demonstrated success implementing sustainable service, process, governance, and resilience improvements.
- Strong project and program management skills.
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Skills
Incident Management
Operational Resilience
Crisis Management
Business Continuity
ITIL
Stakeholder Management
Risk Management
Problem Management
Change Management
Strategic Planning
Leadership
Communication
Analytical Skills
Project Management
Governance
Compliance