Senior Manager - Group Incident Management

Bank of Scotland

This vacancy is no longer advertised
Being the Best Bank for Customers means providing a consistent professional service, in line with our customers’ expectations. If things go wrong which impact our customers, we need to ensure that our response focuses on doing the right thing for them, minimising the impact felt and putting things right as quickly as possible. With this in mind, an effective, customer centric incident management model is essential to supporting the Group’s Strategy.

Group Incident Management is the centre of excellence for business incident management and owns the Group’s Incident Management Framework. We have a standardised approach to incident management, which centres on understanding customer and other business impacts, ensuring that the right actions are taken to manage these effectively, alongside resolving the immediate issue. We are also responsible for building and maintaining all incident stakeholders preparedness for when an incident happens through rigorous training and exercising. Once an incident is resolved, our Problem Management Approach helps us to understand why the incident happened and work with teams across the Group to make sure it doesn’t happen again.

The Group Incident Management Senior Manager role is a role that matters and is crucial in supporting the team to lead and deliver our core activities to prepare for, respond to and review cyber incidents.

As with all team members, you will need to support management of live incidents at all levels.

As Senior Manager you will ensure the framework is fit for purpose for Cyber incidents, ensuring the organisation maintains readiness for these incidents, and lead / manage team members that deliver activities across the following Group Incident Management capabilities:

• Continually improving the Group Incident Management framework with focus on cyber incidents and management of a suite of appropriate playbooks.
• End to End management of the core Incident Management IT system, working with IT to facilitate updates to the system and development of the system roadmap.
• Providing incident management input to transformation programmes e.g. Cyber Programme, Incident Management in a Digital World
• Chairing/representing Group Incident Management at Key Governance Meetings e.g. Cyber Incident Exercising Working Group
• Managing the Group Incident Management team & key stakeholders
As a member of the leadership team for Group Incident Management the role holder will also be required to support the following Group Incident Management capabilities:
• Performing problem management (root cause) activities
• Building the Group Incident Management capability
• Creating Group Incident Management Reports and Insight
• Providing Operational Support for Group Incident Management

Essential Requirements:

• Extensive understanding of Incident Management with understanding of the Group structure and operations.
• Comprehensive experience developing Incident Management Strategies, Plans and Scenarios
• Broader knowledge of BCM Processes and Governance within a Blue Chip company
• Fully conversant in executive debate, briefings and presentations with ability to build strong relationships and communicate (written and verbal) effectively at all levels
• Industry level awareness
• Proven leadership skills with the ability to manage, develop and motivate colleagues to create a high performing team to deliver against strategic business objectives.

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