Incident & Change Lead: Own, Improve & Resolve

CGR Services; Auckland; Hybrid; NZD 108,000 - 132,000; Full time

Benefits offered by this job

Hybrid working

Tesla company car (conditions apply)

Confidential 1:1 coaching and guidance

Never Stop Growing program with paid 1

Job summary

First Focus in Auckland, NZ is seeking an experienced Incident & Change Manager to own the Incident and Change Management functions and drive improvements. You will lead major incident response, coordinate stakeholders, and ensure high-quality communication during critical events.

Reporting to the Head of Service Delivery, you’ll shape processes, audit incidents, and push for automation and better ways of working.

Qualifications

• Strong experience in Incident Management and Change Management.
• Excellent written and verbal communication skills, especially in high-pressure situations.
• Proven ability to coordinate across teams and drive outcomes.

Responsibilities

• Lead major incident response and coordinate decisions during incidents.
• Improve the quality of Incident Management with post-incident reviews.
• Own Change Management effectiveness, controls, and risk identification.
• Drive cross-functional improvements and implement practical solutions.

Skills

Incident Management

Change Management

Service Management

Stakeholder management

Communication skills

Problem solving

Education

ITIL knowledge

Job description

First Focus in Auckland, NZ is seeking an experienced Incident & Change Manager to own the Incident and Change Management functions and drive improvements. You will lead major incident response, coordinate stakeholders, and ensure high-quality communication during critical events.

Reporting to the Head of Service Delivery, you’ll shape processes, audit incidents, and push for automation and better ways of working.