Major Incident Manager

Marketplace; New Zealand; Remote; NZD 110,000 - 165,000; Full time

Job summary

Health New Zealand | Te Whatu Ora is seeking a Major Incident Manager to lead rapid restoration of critical digital services across a 24/7 national environment. You will chair Situation Rooms, coordinate cross-functional teams, and drive post-incident reviews with root cause analysis to prevent recurrence.

In this role, you will apply ITIL practices, manage high-pressure incidents with clear communication, and collaborate with Digital Operations and external partners to improve resilience and

Qualifications

• Extensive experience in ICT operations and service management environments.
• Proven track record in Major Incident Management or leading Situation Rooms.
• Strong understanding and practical application of ITIL principles.
• Experience in problem management, including root cause analysis and corrective actions.
• Ability to lead and influence using personal authority in complex stakeholder settings.
• Excellent communication skills, translating complex issues for diverse audiences.
• Demonstrated resilience and sound judgement in high-pressure situations.

Responsibilities

• Lead Situation Room activities during major incidents.
• Coordinate technical teams and stakeholders to restore services rapidly.
• Conduct post-incident reviews and drive root cause analysis.
• Implement long-term corrective actions through problem management.
• Collaborate with Digital Operations and external partners to align with priorities.

Skills

ICT operations

service management

Major Incident Mgmt

ITIL concepts

Root cause analysis

Stakeholder management

Communication skills

Conflict resolution

Job description

# Major Incident Manager at Te Whatu Ora, All Locations## Mō tēnei tūranga mahi | About this role* Work anywhere in New Zealand* Permanent, full time role.Health New Zealand | Te Whatu Ora is the country's largest employer, delivering universal public healthcare to 5 million New Zealanders.We provide essential hospital, specialist, and community health services across 80+ locations - from large urban centres to rural towns and remote communities.Our goal is to improve health outcomes for all New Zealanders by delivering equitable, accessible and innovative care.**About the Role**The Major Incident Manager is a critical technology leadership role responsible for ensuring the swift, coordinated restoration of essential digital services across a 24/7 national environment. Acting as the central point of control during major incidents, you will lead Situation Room activities, bringing together technical teams and stakeholders to resolve issues efficiently and with minimal disruption—particularly across high-priority clinical systems. This role demands confident decision-making, clear communication, and the ability to coordinate diverse resources in fast-moving, high-pressure situations, while maintaining structured processes and consistency in incident management practices.Beyond real-time incident response, you will play a key role in strengthening and maturing major incident management capabilities. This includes leading post-incident reviews, driving root cause analysis, and implementing long-term corrective actions through effective problem management. You will work closely with Digital Operations leadership, internal teams, and external partners to ensure alignment with organisational priorities, while championing collaboration, innovation, and continuous improvement. Participation in an on-call roster is required as part of this nationally delivered service.**About the Team/Service/ Location**The Major Incident Management service operates as a nationally delivered, 24/7 function at the heart of Digital Services, ensuring the reliability and resilience of critical technology systems that support frontline healthcare. The team works in close partnership with Digital Operations, internal service teams, third-party vendors, and clinical stakeholders to provide a coordinated and consistent response to major incidents. With well-established processes and structured ways of working, the service fosters a highly collaborative environment focused on continuous improvement, innovation, and knowledge sharing. Grounded in a strong commitment to equity and Te Tiriti o Waitangi, the team also works alongside Hauora Māori and Pacific Health partners to ensure services are responsive to the needs and aspirations of all communities.**About you**You are an experienced ICT professional with a strong background in operations and service management, and a proven ability to lead major incident responses in high-pressure environments. Comfortable taking the lead in Situation Rooms, you rely on personal authority, clear thinking, and confident decision-making to guide teams toward rapid service restoration. You communicate complex technical issues in a clear, audience-appropriate way and handle conflict with professionalism and composure. With a solid understanding of ITIL and problem management practices, you are equally focused on long-term improvements as you are on immediate resolution. You bring a collaborative mindset, build strong relationships across diverse stakeholders, and are committed to continuous personal and professional growth. A genuine understanding of Te Tiriti o Waitangi and its application in practice, along with a strong sense of accountability, integrity, and care for health and safety, will set you up for success in this role.**To succeed in this role, you will bring:*** Extensive experience in ICT operations and service management environments* Proven track record in Major Incident Management or leading Situation Rooms* Strong understanding and practical application of ITIL principles* Experience in problem management, including root cause analysis and corrective actions* Ability to lead and influence using personal authority, including in complex stakeholder settings* Excellent communication skills, with the ability to translate complex issues for different audiences* Demonstrated resilience, sound judgement, and confidence in managing conflict and high-pressure situations**Working for Health New Zealand**Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand. We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community**.** We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.**How to Apply**To apply please click “apply now.” All applications must be submitted through our online careers' portal by 9 November. If you have any questions about the role, please contact Roshni George at [e-mail].## Ngā taipitopito tūranga mahi | Job details| | || --- | --- || Employer: | Te Whatu Ora || Location: | All Locations || Position type: | Permanent Full time || Category: | IT & computing || Date listed: | 27-Oct-2026 || Salary range: | N/A || Closing date: | 09-Nov-2026 || Reference: | HNZ/1942454-2 || Attachment: | Position Description - Major Incident Manager.pdf (PDF, 254KB)Job Description || File links: | || Website: | |Note: You may be redirected to the employer's careers website.