Incident and Change Manager

First Focus

. Lead major incident response by bringing together the right people, coordinating decisions and actions, managing communications and driving incidents through resolution .

Posted 9/15/2026full-timeAuckland • New ZealandMid-LevelSenior💰 A$120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Incident Management and Change Management, with a focus on process improvement, stakeholder engagement, and operational efficiency. Proven ability to lead high-pressure situations and drive outcomes through effective communication and decision-making.

Highest-signal resume keywords

Incident ManagementChange ManagementService ManagementITIL CertificationStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident AuditsPost Incident ReviewsProcess AutomationOperational InsightWorkflow ImprovementRisk IdentificationTrend AnalysisStandards DevelopmentControl MaintenanceHigh-Priority Incident Management

Soft Skills

Excellent CommunicationStakeholder InfluenceProblem IdentificationOrganizational SkillsSelf-Direction

Certifications & Qualifications

ITIL

Industry Keywords

MSPIT ServicesOperational EnvironmentIncident Management ProcessesChange Management Standards

About the role

Key responsibilities & impact

Lead major incident response by bringing together the right people, coordinating decisions and actions, managing communications and driving incidents through resolution
Improve Incident Management quality through incident audits, strong Post Incident Reviews, recurring-issue identification and corrective actions
Own Change Management effectiveness by maintaining standards and controls, identifying risk and failure trends, and improving processes through automation and operational insight
Drive practical improvements across both functions with teams throughout the business
Report to the Head of Service Delivery
Take ownership of the performance and maturity of Incident and Change Management functions

Requirements

What you’ll need

Strong experience in Incident Management, Change Management, Service Management or a closely related operational role, ideally including experience with high-priority incidents
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 confidence to make decisions and challenge the status quo
ITIL or relevant Service Management experience highly regarded
Experience in an MSP, IT services or similarly fast-paced operational environment highly regarded
Experience developing Incident or Change Management processes, standards or controls highly regarded
Experience using automation, workflow improvement or operational data to reduce risk and improve efficiency highly regarded

Benefits

Comp & perks

Competitive salary package including super and other benefits
Free access to Uprise, including confidential 1:1 coaching with qualified psychologists and counsellors
Flexible hybrid working to support work-life balance
10 paid study days each year
Certification exam fees
Salary increases for completed certifications (conditions apply)
Frequent internal technical training
Access to an extensive learning library
FastTrack mentoring program
Opportunities to work with cutting-edge AI technologies and help shape the AI practice
Supportive knowledge-sharing culture
MAD (Making A Difference) Council supporting equality, charity and environmental initiatives
Option to package a Tesla company car (conditions apply)
Regular social events