Major Incident and Change Lead

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.

Your skills and experience

• 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.

What a career at Baringa will give you 

Putting People First.

Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include:

• Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.

• Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.

• Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.

• Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.

• Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.

Diversity and Inclusion

We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people. 

An award-winning workplace

You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this. 

Using business as a force for good. 

We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.

We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.