IT Operations Lead

Our Technology Team are looking for an experienced IT Operations Lead (Incident Manager) to join them. The role integrates expertise in Major Incident Management, Problem Management, and IT Change Management, leading responses to high-impact IT incidents, conducting 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

• Major Incident Management (20%)
  • 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.
• Problem Management (45%)
  • 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 (35%)
  • 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.

Skills and Experience

• Proven experience in ITIL-based Major Incident, Incident, and Problem. 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.
• Emergency change volume controlled and justified, with trend analysis and preventative improvements implemented.

Benefits

• Generous annual leave policy: 5 weeks of annual leave plus an additional 2 weeks 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 for social and environmental causes.
• Wellbeing fund: annual People Fund to support personal wellbeing activities.
• Profit share scheme: participation in the Baringa Group Profit Share Scheme.

We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed.