Crisis, Business and Cyber Security Response Manager

The Crisis, Business and Cyber Security Response Manager will help develop, implement and maintain a comprehensive incident management strategy, covering both cyber and business crisis/incident types, ensuring alignment with industry best practices and regulatory requirements.

This role involves providing subject matter expertise, maintaining incident response plans, and delivering assurance through testing and exercising. The manager will collaborate with cross-functional teams to embed processes, support bids with specialist advice, and ensure effective communication and post-incident analysis.
Additionally, they will oversee compliance with Capita’s policies and standards, identify risks, and drive continual improvements.

Job title:

Crisis, Business and Cyber Security Response Manager

Job Description:

Crisis, Business and Cyber Security Response Manager

 

Job Summary

 

The Crisis, Business and Cyber Security Response Manager will help develop, implement, and maintain a comprehensive incident management strategy, covering both cyber and business crisis/incident types, ensuring alignment with industry best practices and regulatory requirements.

 

This role involves providing subject matter expertise, maintaining incident response plans, and delivering assurance through testing and exercising. The manager will collaborate with cross-functional teams to embed processes, support bids with specialist advice, and ensure effective communication and post-incident analysis.

 

Additionally, they will oversee compliance with Capita’s policies and standards, identify risks, and drive continual improvements.

 

Key Purpose

 

Framework Development and Support:

 

• Develop, maintain, and support the crisis and cyber security incident management frameworks, including subject matter expertise, exercising, plan updates/maintenance, and playbooks at the divisional level.
• Deliver assurance, exercising, and testing of the cyber security incident management strategy.
• Directly manage the crisis management framework at the executive level, including plans, playbooks, and testing.
• Identify opportunities for improvement and enhancement to incident management processes across the group.

 

Crisis / Incident Management:

 

• Provide subject matter expertise (SME) support to the IT Major Incident Management (IT MIM) team during high-priority cyber security and crisis incidents. This support will be comprehensive, covering all stages from initial detection through to resolution.
• Develop and maintain incident response plans, action cards, playbooks, procedures, and ensure their readiness for execution.
• Ensure the crisis and cyber security incident management strategy delivers effective communication with senior management, stakeholders, and clients regarding incidents, including reporting and post-incident analysis.
• For cyber security incidents, deliver post-incident analysis and reporting to ensure timely analysis, classification, and resolution of security incidents. This includes supporting a rapid and effective response and addressing remedial actions.
• Support with monthly reporting capability for cyber security incidents, identifying and analysing patterns and trends.
• Provide oversight on the implementation and adherence of Capita’s Group cyber security incident management policies and standards. Champion compliance to policy and standards and report on non-compliance.
• Track and monitor remediation activity and ensure they are appropriate to remedy the control failures through to resolution.
• Provide the Head of Crisis, Business, and Cyber Security Response Management with an independent view of the key risks relating to cyber security incident and crisis management.
• Support cyber security incident management forums with each Division/Function to provide continual training and awareness of best practices.

 

Collaboration and Support:

 

• Collaborate with partners across Capita, e.g., Business Resilience, Physical Security, IT Major Incident Management (IT MIM), and develop relationships to support the embedding of processes and procedures.
• Support internal and external audits as and when required.
• Support bids and acquisitions through specialist advice.
• Support cyber security incident management forums with each Division/Function to provide continual training and awareness of best practices.
• From time to time, support initiatives and projects across other resilience practices such as business continuity, physical security, and IT disaster recovery.

 

Risk Management and Remediation:

 

• Develop and implement a reporting approach demonstrating the 'level of readiness.'
• Partner with the business to identify and manage cyber security resilience risks, providing support on risk mitigation solutions and plans.
• Track and monitor remediation activity to ensure appropriate resolution of control failures.
• Support the Head of Crisis, Business and Cyber Security Response Management with risk reporting into business risk committees.

 

 

Internal Relationships:

 

• Reports to the Head of Crisis, Business, and Cyber Security Response Management
• Divisional stakeholders including Executive Officers
• Divisional Major Incident Team Members
• Divisional Risk Directors
• Internal Audit
• Resilience Oversight Heads
• Functional Leads e.g., Property, H&S, IT, etc.
• Incident Management Teams e.g., IT, Information Security, Property
• Information Security Manager(s) Divisional / Functions
• Service Excellence
• Resilience Team
• CISO / DISO
• Pan Capita Division(s) / Function(s)

 

External Relationships:

 

• Attend client governance meetings as required
• 3rd Party suppliers
• Crisis Management consulting companies/vendors
• External crisis-related agencies e.g., emergency services

 

Professional know how

 

Academic:

 

• Grade 12 / Matric

• Bachelor’s degree in computer science, Information Security, or a related field; master’s degree (Advantageous)
• Industry-recognized certifications such as CISSP, CISM, or CISA (Advantageous)

 

Minimum requirements:

 

• 3 – 4 years’ experience within Incident Management/ Crisis Management
• In-depth knowledge of cybersecurity frameworks, threat landscape, and incident management best practices.
• Detailed knowledge of crisis management standards (ISO, BCI), tools, and techniques.
• Strong understanding of legal and regulatory requirements related to cybersecurity and data protection in the UK.

 

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

 

IMPORTANT

 

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

 

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

 

Attach your most recent CV indicative of the criteria as advertised.

 

Please note no late applications will be considered

Closing date: Midnight 15 June 2025

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent