Incident Manager

Wilson James is seeking a highly skilled Incident Manager to join our dedicated security team at a major tech client's site in King's Cross, London. This role is responsible for the day-to-day management of safety and security incidents that could impact the client's employees, reputation, or business-as-usual operations. Reporting directly to the Operational Support Manager, and ultimately to the Operation Support Lead, you will provide 24/7 Bronze (Operational) cover within a Gold-Silver-Bronze (Strategic-Tactical-Operational) command structure. Your focus will be on incident response excellence, high-performance team leadership, and the continuous development of the local security team. MAIN DUTIES Core Responsibilities Incident & Crisis Management

• Tactical Response: Act as the primary point of contact for all site incidents, ensuring responses are executed in accordance with established policies and the client's operational resilience framework.
• Command Excellence: Execute responsibilities within the Bronze command level, providing clear leadership during live emergencies.
• Post-Incident Governance: Conduct thorough post-incident reviews to identify learning points and implement agreed-upon actions to prevent recurrence.
• Workflow Optimisation: Continuously evaluate and improve security operational workflows and Standard Operating Procedures (SOPs) to ensure they reflect current client requirements and industry standards.
Crisis Communication & Escalation
• Strategic Escalation: Manage the critical communication flow during high-impact events, ensuring timely escalations to Silver (Tactical) Command for direction and coordination.
• GSOC Integration: Liaise directly with the Global Security Operations Centre (GSOC) to provide real-time updates for further review, cross-regional impact assessment, and high-level corporate actions.
Stakeholder Briefing: Ensure client stakeholders are briefed on rapidly evolving events or changes in procedures implemented during a crisis. Team Leadership & Performance Management
• Personnel Oversight: Manage security personnel during incident responses, taking full responsibility for the professional conduct and discipline of the team.
• Operational Supervision: Support the daily coordination of the team, including assisting with rosters, holiday planning, and absence management to Performance Standards: Assess the readiness and competency of the operational team through regular briefings and scenario-based testing.
• Talent Integration: Actively participate in the recruitment, onboarding, and induction of new Control Room personnel to ensure a seamless transition into the team.
Training & Local Team Development
• Skills Coaching: Identify individual and team training needs, providing hands-on coaching to drive the development of essential security skills.
• Knowledge Transfer: Cascade critical information to risk owners and ensure all personnel are fully briefed on updated workflows and Health & Safety documentation.
• Compliance Training: Ensure the team remains compliant with legal requirements, including First Aid at Work certifications and regular "Tool Box Talks".
  
  Proven track record in a UK Emergency Services or high-end corporate security control room environment.
• Crisis Mindset: Ability to think and act quickly under extreme pressure while maintaining a calm and confident demeanor.
• Technical Proficiency: Strong IT end-user skills and familiarity with risk assessment and business process mapping.
• Communication: Exceptional verbal and written communication skills for delivering succinct incident reports to stakeholders.
Qualifications & Licences SIA Licence: Current and valid. First Aid: Valid First Aid at Work certificate or higher. All designated First Aiders are required to maintain a current and accredited First Aid at Work certification and must provide first aid in accordance with training received. Recertification or refresher training must be completed every three years., To be considered for this position, candidates should have the following experience:
• A Level 3 - First Aid Training or above.
• Emergency Response, Paramedics or First Aid Experience:
• Prior experience in emergency response situations, such as providing first aid or assisting with incident management.
• Familiarity with emergency response protocols and the ability to remain calm and composed during high-stress situations.
• Previous experience in Emergency Services
• Customer Service Experience:
• A proven track record of providing excellent customer service in various settings.
• Experience in handling customer inquiries, resolving issues, and ensuring customer satisfaction.
Professional Work Experience:
• Demonstrated experience in a professional work environment, exhibiting professionalism and adherence to ethical standards.
• Previous employment in roles that required maintaining confidentiality, following policies and procedures, and upholding company values.
Conflict Resolution Experience:
• Practical experience in effectively managing and resolving conflicts.
• Experience in diffusing tense situations and finding mutually agreeable solutions.
Leadership Experience:
• Previous experience in a leadership or supervisory role, demonstrating strong leadership and organisational skills.
• Experience in effectively managing resources, coordinating teams, and delegating responsibilities.
Communication and Problem-Solving Experience:
• Proven experience in effective verbal and written communication, including the ability to convey information clearly and concisely.
• Track record of successfully solving problems and making sound decisions under various circumstances.
Resilience and Ability to Work Under Pressure:
• Previous experience in roles that required resilience, adaptability, and the ability to perform well under pressure.
• Experience in managing multiple tasks, meeting deadlines, and maintaining composure in high pressure situations.
While the above experiences are preferred, we also recognise the value of transferable skills and a willingness to learn. Candidates who possess a combination of relevant experiences, along with the desired personality

Wilson James is a leading provider of safe, secure, customer-led solutions to more than 300 clients across the UK and Europe. We have been raising standards for 25 years across three core service lines; security, construction logistics and business services.