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• Permanent career opportunity with excellent benefits + on-call allowance
• Auckland North Shore location with hybrid working 

We are looking for an experienced and driven Service Operations and Incident Manager to join a forward thinking team who are committed to providing excellence in Incident Management.

You will ensure the efficient management of high-impact incidents, coordinate cross-functional stakeholders, and champion continuous improvement to meet the needs of both internal stakeholders and customers.

As the Service Operations and Incident Manager, you will:

• Manage Incident Response: Oversee 24x7x365 high-impact incident management to minimize disruption and ensure swift service restoration.  Once training has been completed you will be working as part of an on-call roster one week per month 
• Coordinate Stakeholders: Facilitate effective communication and alignment among diverse stakeholders during incidents.
• Communicate Clearly: Provide accurate, timely updates throughout the incident lifecycle to keep all stakeholders informed.
• Facilitate Post-Incident Reviews: Lead detailed reviews after incidents, identify areas for improvement, and publish comprehensive service interruption reports.
• Drive Process Improvements: Continuously refine incident management responses to exceed customer and stakeholder expectations.
• Maintain Policies and Procedures: Ensure policies and standard operating procedures are accurate, current, and effective.
• Analyze and Report: Deliver timely, detailed reporting and analysis on incident trends and operational performance.
• Oversee Key Processes: Manage ASB High-Impact Incident Management, IT Service Criticality, and IT Service Continuity Management processes.

The ideal candidate will bring the following:

• Exceptional Communication Skills: Excellent written and verbal communication abilities to convey technical language in a clear, relatable way.
• Interpersonal and Team-Building Expertise: Strong relationship-building and leadership capabilities, with the ability to work effectively with diverse teams and influence change across functional and business boundaries.
• Technical Fluency: Comfortable working in technical environments and aligning technical challenges with broader business needs.
• Passion and Energy: A proactive, enthusiastic approach, always considering what’s best for the customer and unafraid to challenge the status quo.
• Continuous Improvement Mindset: A commitment to refining processes and driving innovation.
• Adaptability: Comfortable navigating ambiguity and making informed decisions in complex situations.
• Proven Experience: A minimum of three years’ experience in coordinating responses and communications for high-impact incidents.
• Comprehensive Incident Management Experience: Significant experience managing high-impact incidents end-to-end, including direct engagement with upper management throughout the process.

This role will suit an experienced Incident Manager who has worked extensively within an corporate/enterprise level environment previously.

For information and a confidential discussion please contact Sharyn Saxby – sharyn.saxby@h2r.co.nz