Incident & Change Leader: Own & Elevate IT Ops

First Focus; Queensland; Hybrid; AUD 108,000 - 132,000; Full time

Benefits offered by this job

Hybrid working

Tesla car option

Uprise coaching & wellbeing program

Study days and certification support

Internal training library

MAD Council and social events

Job summary

First Focus, Australia''s leading MSP, is seeking an experienced Incident & Change Manager to own and improve Incident and Change Management functions. You’ll shape processes and drive performance.

Reporting to the Head of Service Delivery, you’ll lead major incidents, audit incidents, drive post-incident reviews, and implement automation to reduce risk and improve operations across the business. This role offers hybrid work, competitive salary, and opportunities to influence critical service

Qualifications

• Strong experience in Incident Management, Change Management, Service Management or a closely related operational role.
• 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.
• 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.

Responsibilities

• Lead major incident response, coordinating decisions and actions and driving incidents to resolution.
• Improve the quality of Incident Management, auditing incidents and driving Post Incident Reviews.
• Own the effectiveness of Change Management, ensuring controls and improving processes.
• Drive improvement across both functions by turning problems into practical improvements.

Skills

Incident Management

Change Management

Service Management

Written & verbal communication

Stakeholder management

Problem solving & continuous improve

Job description

First Focus, Australia''s leading MSP, is seeking an experienced Incident & Change Manager to own and improve Incident and Change Management functions. You’ll shape processes and drive performance.

Reporting to the Head of Service Delivery, you’ll lead major incidents, audit incidents, drive post-incident reviews, and implement automation to reduce risk and improve operations across the business. This role offers hybrid work, competitive salary, and opportunities to influence critical service