Incident & Change Manager at First Focus · Auckland

Australia’s Leading Managed Service Provider | Own, Improve & Lead Critical Service Functions

We’re looking for an experienced Incident & Change Manager to take ownership of two important operational functions at First Focus.

This isn’t a role where you simply follow established processes, coordinate incidents and administer change.

We’re looking for someone who will own these functions, challenge how we currently operate, identify what isn’t working and make them better.

You’ll have the autonomy to shape Incident and Change Management at First Focus, while remaining hands-on when major incidents occur.

If you enjoy solving problems, improving how things work, influencing people and taking ownership of outcomes, this could be a great role for you.

The Role

Reporting to the Head of Service Delivery, you’ll be accountable for the effectiveness and continuous improvement of our Incident and Change Management functions.

That means you’ll:

• Lead major incident response, bringing together the right people, coordinating decisions and actions, managing communications and driving incidents through to resolution.
• Improve the quality of Incident Management, including auditing incidents, ensuring strong Post Incident Reviews, identifying recurring issues and driving actions that reduce the likelihood and impact of future incidents.
• Own the effectiveness of Change Management, ensuring appropriate standards and controls are in place, identifying risk and failure trends, and improving the process through better ways of working, automation and operational insight.
• Drive improvement across both functions, working with teams across the business to turn identified problems and opportunities into practical improvements.

What matters to us

Ownership matters.

You’ll be accountable for the performance and maturity of these functions - not simply for delivering the day-to-day activities within them. We need someone who takes responsibility for identifying issues, creating opportunities and driving improvement.

Curiosity matters.

We want someone who naturally questions how things work, looks for recurring problems and continually asks how we can operate more effectively, consistently and safely.

Communication matters.

Incident and Change Management require a very high standard of written and verbal communication. You’ll need to communicate clearly under pressure, produce high-quality customer-facing documentation and tailor communications to different audiences.

Influence matters.

You’ll often need to achieve outcomes through people you don’t directly manage. You’ll need to bring the right people together during incidents, challenge when standards aren’t being met and build the support required to drive improvements.

What we're looking for

You’ll be someone who is comfortable taking ownership of operational functions and improving them over time.

You don’t necessarily need to be an expert in every aspect of Incident and Change Management on day one. Strong experience is valuable, but we’re equally interested in someone with the judgement, curiosity, communication skills and drive to learn quickly and become the expert.

Most importantly, you’re someone who is comfortable working with autonomy, identifying what needs to be done and taking responsibility for getting it done.

What you'll bring

• Strong experience in Incident Management, Change Management, Service Management or a closely related operational role, ideally including experience with high-priority incidents.
• Excellent written and verbal communication skills, particularly in high-pressure or customer-facing situations.
• Strong stakeholder management and influencing skills, with the ability to coordinate and drive outcomes across teams.
• A demonstrated ability to identify problems, analyse trends and drive practical process and operational improvements.
• Strong judgement, organisation and self-direction, with the confidence to make decisions and challenge the status quo.

Highly regarded

• ITIL or relevant Service Management experience.
• Experience in an MSP, IT services or similarly fast-paced operational environment.
• Experience developing Incident or Change Management processes, standards or controls.
• Experience using automation, workflow improvement or operational data to reduce risk and improve efficiency.

Why First Focus?

You'll receive:

• Competitive salary package including up to $120,000 + super + other benefits.
• Free access to Uprise, including confidential 1:1 coaching with qualified psychologists and counsellors.
• Flexible hybrid working to support work-life balance.
• Our "Never Stop Growing" program, including 10 paid study days each year, certification exam fees and salary increases for completed certifications (conditions apply).
• Frequent internal technical training and access to an extensive learning library.
• FastTrack mentoring program.
• Opportunities to work with cutting-edge AI technologies and help shape our AI practice.
• A genuinely supportive culture where people share knowledge rather than hoard it.
• Our MAD (Making A Difference) Council supporting equality, charity and environmental initiatives.
• Option to package a Tesla company car (conditions apply).
• Regular social events, great people and plenty of laughs along the way.

Neurodiversity: First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

AI in Recruitment: We use AI-assisted recruitment tools as part of our recruitment process. These tools do not make hiring decisions. Candidate information is handled in accordance with the Privacy Act 1988 (Cth).