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 Team are looking for an experienced IT Operations Lead to join them.

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.

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.

Your 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.