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.

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.

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.