[Hiring] Major Incident and Change Lead @Baringa

Role Description

Our Technology and Cyber team are looking for an experienced Major Incident and Change Lead to join the team. We are looking for an experienced IT Operations Lead to strengthen service stability and operational governance across Baringa. This is a hands-on leadership role combining Major Incident Management, Problem Management, and IT Change Management.

You will lead the response to high-impact incidents, turn operational learning into permanent improvement, and ensure technology changes are assessed, approved and delivered with appropriate control. You will work across technical teams, service owners, suppliers and business stakeholders, bringing calm leadership, clear communication, and a strong focus on outcomes.

What you will be doing

• Major Incident Management
  • Lead and coordinate the response to major incidents, establishing clear command, technical workstreams, and stakeholder communications through service restoration.
  • Act as the central point of coordination during critical outages, facilitating incident bridges, decision-making, and provide concise executive updates.
  • Ensure incidents are logged, prioritized, escalated, and managed in line with agreed processes and service priorities.
  • Own and continually improve the Major Incident Management process, ensuring roles, escalation routes, communications and evidence are clear and consistently applied.
  • Produce post-incident reports and facilitate reviews that identify lessons, corrective actions, and opportunities to strengthen resilience.
• Problem Management
  • Own the Problem Management process and ensure problems are identified, recorded, prioritized, investigated and resolved effectively.
  • Lead structured root cause analysis, documenting root causes, contributing factors, corrective actions, and preventative measures.
  • Work with technical teams and suppliers to identify trends, systemic risks, and recurring service issues using incident and operational data.
  • Maintain the Known Error Database and ensure workarounds; known errors and supporting knowledge remain accurate and usable.
  • Monitor problem resolution, remove obstacles, challenge overdue actions and report performance, risk and benefits to stakeholders.
  • Use operational learning to drive permanent improvement and reduce repeat incidents.
• IT Change Management
  • Own and continually improve the IT Change Management process, ensuring proportionate governance and training, clear accountability, and consistent compliance.
  • Oversee the end-to-end change lifecycle, including submission, assessment, approval, scheduling, implementation, validation and post-implementation review.
  • Assess business and technical impact, risk, dependencies, testing evidence, implementation of readiness and rollback arrangements.
  • Facilitate CAB and ECAB meetings, promoting evidence-based decisions, high-quality records, and clear ownership of actions.
  • Coordinate change communications, maintenance windows and implementation schedules to minimize business disruption and change collision.
  • Monitor change performance, including success, backout, change-related incidents and emergency change trends, and convert insights into improvement actions.

Qualifications

• Proven experience leading ITIL-aligned Major Incident, Problem and Change Management in a structured enterprise technology environment.
• Demonstrable leadership in high-pressure, time-critical situations, with the ability to create clarity and maintain momentum across cross-functional teams.
• Strong written and verbal communication skills, including executive updates, facilitation, and the ability to translate technical detail for non-technical audiences.
• Practical experience of structured root cause analysis and driving corrective and preventative actions through to completion.
• Sound judgement in assessing risk, impact, dependencies, implementation of readiness and operational resilience.
• Experience using IT service management platforms such as ServiceNow, with confidence interpreting operational data and dashboards.
• A collaborative and constructive approach, with the confidence to challenge poor practice and hold owners to account while maintaining trusted relationships.
• ITIL 4 or v5 Foundation certification is required. Additional ITIL practice, service management, change or problem management qualifications are advantageous.

Benefits

• Generous Annual Leave Policy: 5 weeks of annual leave, fully available at the start of each year, plus an additional 2 weeks of paid leave after 5 years continuous service.
• Flexible Working: Hybrid working policy and flexibility around taking unpaid leave.
• Corporate Responsibility Days: 3 days per year to help social and environmental causes.
• Wellbeing Fund: Annual People Fund to support individual wellbeing activities.
• Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme.