Major Incident and Change Lead

The role

This is a hands-on leadership role combining Major Incident Management, Problem Management, and IT Change Management. You will lead responses to high-impact incidents, manage the problem lifecycle, and oversee the end-to-end IT change lifecycle to strengthen service stability.

What you will do

• Lead and coordinate the response to major incidents.
• Act as the central point of coordination during critical outages.
• Ensure incidents are logged, prioritized, escalated, and managed.
• Own and continually improve the Major Incident Management process.
• Produce post-incident reports and facilitate reviews.
• Own the Problem Management process.
• Lead structured root cause analysis.
• Work with technical teams and suppliers to identify trends and systemic risks.
• Maintain the Known Error Database.
• Own and continually improve the IT Change Management process.

Required 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.
• Strong written and verbal communication skills.
• Practical experience of structured root cause analysis.
• Sound judgement in assessing risk, impact, dependencies, implementation of readiness and operational resilience.
• Experience using IT service management platforms such as ServiceNow.
• ITIL 4 or v5 Foundation certification is required.

Nice to have

• Additional ITIL practice, service management, change or problem management qualifications

Benefits

• 5 weeks of annual leave
• 5-Year Recharge benefit: 2 weeks of additional paid leave after 5 years continuous service
• Hybrid working policy
• Flexibility around taking unpaid leave
• 3 Corporate Responsibility Days per year
• Annual People Fund to support and manage wellbeing
• Profit Share Scheme

About the company

Baringa is a global consulting firm that partners with leaders to drive change and create value. The firm has over 2,000 people across the UK, Europe, North America, Asia and Australia.