Incident & Change Management Leader

First Focus AU; Auckland; Hybrid; NZD 124,000 - 149,000; Full time

Benefits offered by this job

Up to $120,000 plus super

Uprise with 1:1 coaching

Flexible hybrid working

Never Stop Growing program

Internal technical training

FastTrack mentoring

Exposure to AI technologies

Supportive culture

MAD Council - equality and charity

Tesla company car option

Regular social events

Job summary

First Focus is seeking an experienced Incident & Change Manager to own and evolve two critical service functions. You will lead major incident responses, coordinate stakeholders, and drive improvements in incident and change management.

The role requires strong judgment, curiosity, and communication under pressure. You will report to the Head of Service Delivery and shape the maturity of these functions, turning problems into practical, data‑driven improvements while staying hands-on during

Qualifications

• Strong experience in Incident Management and Change Management across complex environments.
• Ability to audit incidents, perform Post Incident Reviews and drive preventive actions.
• Proven track record in improving service management processes and controls.

Responsibilities

• Lead major incident responses, coordinating decisions and actions to resolution.
• Improve Incident Management quality including audits and post-incident reviews.
• Own Change Management effectiveness, implementing standards, controls and automation.
• Drive cross-team improvements and turn identified problems into practical improvements.

Skills

Incident Management

Change Management

Service Management

Communication

Stakeholder management

Problem analysis

Decision making

Job description

First Focus is seeking an experienced Incident & Change Manager to own and evolve two critical service functions. You will lead major incident responses, coordinate stakeholders, and drive improvements in incident and change management.

The role requires strong judgment, curiosity, and communication under pressure. You will report to the Head of Service Delivery and shape the maturity of these functions, turning problems into practical, data‑driven improvements while staying hands-on during