Major Incident and Change Lead

About this role

About Baringa Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence - all powered by advanced technology, data, AI and digital innovation. Clients value Baringa's collaborative approach and the way its teams integrate seamlessly - all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World's Best Management Consulting Firms. 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 stru

The employer's own description, as posted on their site. Apply on Baringa's site ↗