Major Incident and Change Lead

Role overview

Lead IT service operations across major incident response, problem management, and change governance. The role combines hands-on coordination during critical outages with ongoing work to find root causes, reduce repeat issues, and ensure technology changes are assessed and delivered with appropriate controls.

Responsibilities

- Coordinate major incident response, establish clear technical workstreams, facilitate decision-making, and keep stakeholders informed through service restoration. - Maintain and improve incident processes, including escalation, prioritization, communications, and post-incident reviews. - Lead root cause analysis, track corrective and preventive actions, and use operational data to identify recurring issues and wider risks. - Maintain accurate known-error and workaround information, and follow up on overdue problem resolutions. - Govern the change lifecycle from submission and assessment through approval, scheduling, implementation, validation, and review. - Assess change impact, risk, dependencies, testing evidence, readiness, and rollback arrangements with technical teams and service owners.

Requirements

- Experience leading IT operations or service management across incident, problem, and change practices. - Ability to coordinate technical teams, suppliers, service owners, and business stakeholders during high-pressure incidents. - Strong root cause analysis skills and experience translating operational learning into lasting improvements. - Sound judgment in assessing change risk, impact, dependencies, testing, and recovery plans. - Clear communication, structured governance, and the ability to track actions and service risks to completion.