Incident & Change Manager

About the Role

Join First Focus, Australia's top Managed Service Provider, as an Incident & Change Manager tasked with owning and enhancing two key operational areas. This position offers more than just process adherence; it requires proactive ownership to challenge and improve existing Incident and Change Management practices. You will be empowered to lead these functions and be actively engaged during major incidents.

Responsibilities

• Lead responses to major incidents by assembling the right team, guiding decisions and actions, managing communications, and driving issues to resolution.
• Enhance Incident Management quality through auditing incidents, conducting thorough Post Incident Reviews, identifying recurring issues, and implementing measures to lessen future incident impact and likelihood.
• Ensure Change Management is effective by maintaining standards and controls, spotting risk and failure patterns, and advancing the process via improved operations, automation, and insight.
• Collaborate across business units to transform identified problems and opportunities into actionable improvements in both Incident and Change Management domains.

Key Values

• Ownership: You will be responsible for the performance and ongoing maturity of these functions, not merely their daily operations.
• Curiosity: Continual questioning of current methods and learning to achieve safer, consistent, and more effective service management.
• Communication: Deliver clear, high-quality written and verbal information, even under stress and to varying audiences.
• Influence: Drive outcomes through collaboration and persuasion across teams without direct authority.

Requirements

• Proven experience in Incident Management, Change Management, Service Management, or a related operational role, preferably including high-severity incidents.
• Exceptional communication skills, particularly in fast-paced or customer-facing scenarios.
• Strong ability to manage stakeholders, influence cross-functional teams, and coordinate deliverables.
• Skilled at analyzing problems and trends to develop effective process and operational improvements.
• Self-motivated, organized, decisive, and confident in challenging existing practices.

Preferred Qualifications

• ITIL or other service management certifications and experience.
• Background in Managed Service Providers (MSP), IT services, or environments requiring rapid, operational agility.
• Experience crafting Incident or Change Management procedures, controls, or standards.
• Use of automation and operational data analytics to mitigate risks and boost efficiency.

Benefits

• Competitive pay up to $120,000 plus superannuation and additional benefits.
• Complimentary Uprise program with access to confidential psychological coaching and counseling.
• Flexible hybrid work arrangements to support work-life balance.
• Learning and development opportunities including 10 paid study days annually, certification support, exam fee coverage, and salary increments upon certification completion.
• Regular internal training and extensive resource libraries.
• FastTrack mentoring initiatives and opportunities to engage with leading AI technologies.
• A supportive culture emphasizing knowledge sharing and making a positive impact through social and environmental programs.
• Option to package a Tesla company vehicle (subject to terms).
• Frequent social events fostering team bonding and enjoyment.

Diversity & Recruitment

First Focus encourages applications from Neurodiverse candidates and offers flexibility to best highlight individual skills. AI-assisted recruitment tools are employed to support fair and compliant hiring practices without replacing human decision-making.