We are currently looking for an Incident, Business Continuity and Vendor Manager to join our wider Risk & Compliance team. This is a key leadership role responsible for overseeing incident and problem management activities, strengthening business resilience, and ensuring effective third‑party vendor performance across the organisation. In this role, you will lead a small team of Incident Managers, working closely with operational, technology, and business stakeholders to assess impact, manage critical incidents, and drive timely resolution. You will play a central part in incident governance, disaster recovery planning, and service continuity, with real influence over how risks are managed and mitigated across the business. Benefits

Life insurance Income protection Critical illness insurance Annual leave, 26 days + bank holidays off Retail discount Cycle to Work scheme Vehicle breakdown cover Electric Car Scheme Dining Card Private medical insurance Dental insurance Employee Stock Purchase Plan Pension Subsidized onsite canteen

Responsibilities

Ensure that all necessary information required to investigate the issue is present and consult all stakeholders to obtain a full understanding of the impact of the situation, the problem and the associated processes related to the management of an Incident, including coordinating operational impact from the business areas and feeding that into the Incident process. Evaluate the severity level assigned to the issue and adjust that level in light of investigations as appropriate. Analyse the situation to identify and offer potential resolution and assist the resolving teams. Own Incident & Problem management tools as per department guidelines and issue regular verbal and written updates on the progress of the issue. Line‑manage the TMS Incident Management Team. Attend regular meetings with key stakeholders from business to technical forums and client reviews to discuss outstanding issues and prioritisation. Liaise with other departments within the business for advice and expertise relevant to each issue. Effectively manage third‑party suppliers to achieve contracted service levels. Create and maintain Work Area Recovery Plans as part of the wider Disaster Recovery Framework and manage regular scenario testing.

Qualifications

Previous experience working in a contact centre environment. Experience in an issue incident or problem‑solving role. Proven experience in the Credit card or Financial Services industry. Experience of ITIL methodology, foundation or above. Ability to prioritise workloads and manage conflicting requests on time in a continually fast‑moving environment. Ability to take ownership and be accountable for an issue or task.

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