Incident & Change Leader: Own, Improve, Drive Outcomes

First Focus IT P/L; Canberra; Hybrid; AUD 108,000 - 132,000; Full time

Benefits offered by this job

Hybrid working

Study days and certification support

Salary up to $120k + super

Tesla car option

Learning and training resources

Job summary

First Focus IT is seeking an experienced Incident & Change Manager to own and shape two critical operational functions. You will lead major incident responses, coordinate cross‑functional actions, and drive substantial improvements across Incident and Change Management while remaining hands‑on for major incidents.

You will report to the Head of Service Delivery and be accountable for performance, maturity and continuous improvement.

Qualifications

• Strong experience in Incident Management, Change Management, Service Management or related operational role.
• Excellent written and verbal communication skills.
• Strong stakeholder management and influencing skills.
• Ability to identify problems, analyze trends and drive improvements.

Responsibilities

• Lead major incident response, coordinating decisions and actions to resolution.
• Improve the quality of Incident Management and drive Post Incident Reviews.
• Own the effectiveness of Change Management and improve processes, controls and automation.
• Drive improvement across both Incident and Change Management functions.

Skills

Incident Management

Change Management

Service Management

Stakeholder management

Communication skills

Problem solving

Tools

ITIL knowledge

Job description

First Focus IT is seeking an experienced Incident & Change Manager to own and shape two critical operational functions. You will lead major incident responses, coordinate cross‑functional actions, and drive substantial improvements across Incident and Change Management while remaining hands‑on for major incidents.

You will report to the Head of Service Delivery and be accountable for performance, maturity and continuous improvement.