IT Operations Lead

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. 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.

The Incident Manager role at Baringa represents a distinctive and multifaceted position that integrates expertise in Major Incident Management, Problem Management, and IT Change Management. This role is responsible for leading responses to high‑impact IT incidents, driving comprehensive root cause analyses, implementing long‑term remediation strategies, and overseeing the end‑to‑end IT change lifecycle to mitigate risks and minimise disruptions.

What you will be doing:

• Lead and coordinate the response to major incidents, ensuring timely resolution and clear communication to stakeholders.
• Act as the central point of contact during critical outages, facilitating technical bridges and executive updates.
• Ensure incidents are logged, prioritized, and escalated appropriately.
• Maintain the Major Incident process and ensure it is rigorously followed across teams.
• Produce post‑incident reports and lead review meetings to identify lessons learned.
• Own the Problem Management process, ensuring problems are logged, investigated, and resolved effectively.
• Drive root cause analysis (RCA) and implement permanent fixes to prevent recurrence.
• Maintain the Known Error Database (KEDB) and ensure documentation is up to date.
• Monitor problem resolution progress and report on KPIs and SLAs.

Change Management:

• Own and continuously improve the Change Management process, ensuring consistent governance and compliance.
• Manage the full change lifecycle (request, assessment, approval, scheduling, implementation, and post‑implementation review).
• Assess change impact, risk, dependencies, and rollback plans; ensure appropriate stakeholder engagement and technical readiness.
• Coordinate change communications, maintenance windows, and implementation scheduling to minimise business disruption.

Your skills and experience:

• Proven experience in ITIL‑based Major Incident, Incident and Problem Management.
• Experience in Change Management is beneficial but not required.
• Strong leadership and coordination skills in high‑pressure, time‑critical environments.
• Excellent communication and stakeholder management skills, including executive‑level updates and facilitation.
• Demonstrated ability to assess risk, manage dependencies, and plan/coordinate complex technical change.
• Analytical mindset with experience in root cause analysis techniques and driving preventative actions.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management).
• ITIL V4 Foundation certification (Mandatory); additional ITIL/Change/Service Management certifications are advantageous.

What a career at Baringa will give you:

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

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.