Incident & Change Manager

About the Role

Join First Focus AU, Australia's premier Managed Service Provider, as an Incident & Change Manager responsible for overseeing and advancing two critical operational domains. This role requires you to take full ownership, drive improvements, and lead operational functions rather than merely executing existing procedures.

Key Responsibilities

• Lead and coordinate major incident responses by assembling appropriate teams, managing communications, and ensuring resolution.
• Enhance Incident Management quality through audits, thorough Post Incident Reviews, identifying recurrent issues, and implementing mitigating actions.
• Manage Change Management effectiveness by maintaining standards, identifying risks and trends, and optimizing processes with automation and insights.
• Collaborate with cross-functional teams to implement practical improvements based on identified issues and opportunities.

What We Value

• Strong ownership of operational functions and accountability for their maturity and performance.
• A curious mindset to question existing procedures and continuously seek operational efficiency, consistency, and safety.
• Exceptional communication skills tailored for various audiences and high-pressure situations.
• The ability to influence and coordinate actions among stakeholders without direct authority.

Qualifications & Experience

• Proven background in Incident Management, Change Management, Service Management, or related operational roles, ideally with experience handling critical incidents.
• Outstanding verbal and written communication capabilities, especially in customer-facing or pressured environments.
• Strong skills in stakeholder engagement and influencing outcomes across teams.
• Demonstrated aptitude for problem identification, trend analysis, and driving substantial process and operational enhancements.
• Excellent judgment, organization, autonomy, and a proactive approach to decision-making and challenging norms.

Desirable Attributes

• ITIL or comparable Service Management qualifications or experience.
• Background working in Managed Service Providers, IT services, or similar dynamic operational environments.
• Experience in developing Incident/Change processes, standards, or controls.
• Utilization of automation, workflow optimization, or operational data to minimize risks and enhance efficiency.

Compensation & Benefits

• Attractive salary package up to $120,000 plus superannuation and benefits.
• Complimentary access to confidential psychological and counseling support via Uprise.
• Flexible hybrid work arrangements to foster work-life harmony.
• Ongoing professional growth opportunities including 10 paid study days annually, certification exam sponsorship, and salary increments tied to certification completion.
• Regular technical training sessions and extensive learning resources.
• FastTrack mentoring program and chance to engage with advanced AI technologies shaping the company's AI initiatives.
• Supportive, knowledge-sharing company culture and diversity-focused environment; inclusive of neurodiverse applicants with flexible accommodations.
• Potential to opt for Tesla company car package (subject to terms).
• Frequent social gatherings promoting excellent team camaraderie and spirit.

Additional Information

First Focus values neurodiversity and encourages candidates to disclose this aspect to receive tailored support through their Neurodiversity Statement.

The recruitment process leverages AI-assisted tools for efficiency; however, no employment decisions are made solely by these tools, ensuring compliance with privacy laws.