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. 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.

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. Serving as a pivotal function, it is integral to maintaining service continuity, enhancing system stability, and ensuring that all changes are meticulously planned, assessed, approved, executed, and reviewed in alignment with ITIL best practices and organisational governance standards.

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• 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.

• 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.

• 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.

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. 

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. 

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.

All applications received will be reviewed by a member of our Talent Acquisition team. 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. Please contact a member of our Recruitment Team to discuss further.

For UK & EU

Your personal data will be retained by Baringa for up to two years, in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at privacy@baringa.com

For the USA

Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice (AMER & APAC), to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact privacy@baringa.com

For Australia & Singapore

Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice (AMER & APAC), to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at privacy@baringa.com