Can you take control when it matters most?

We're looking for an experienced Major Incident & Service Improvement Manager to lead enterprise Major Incident response, build a high-performing team and drive the maturity of Service Management within a large, complex and highly regulated organisation.

This is far more than a Major Incident Manager role.

This is a leadership chance where you'll command critical incidents, influence senior executives, develop people, improve operational resilience and shape the future of IT Service Management across the organisation.

The Chance

You'll be the calm, decisive leader during Major Incidents, bringing together technical teams, business stakeholders and executives to restore critical services as quickly as possible.

You’ll provide clear direction during high‑pressure situations, lead incident communications, drive accountability and ensure incidents are resolved with confidence and control.

Outside of Major Incidents, you'll lead a team responsible for continually improving Service Management practices, strengthening governance, uplifting capability and embedding a culture of continual service improvement.

This is a highly visible leadership position where your influence will extend well beyond incident response.

What You’ll Be Doing

- Lead and command enterprise Major Incidents, critical outages and cyber‑related events, providing conf​ident direction from initiation through to resolution.
- Chair incident war rooms, coordinate technical teams and executive stakeholders, and deliver transparent communications throughout the incident lifecycle.
- Lead and develop an established Service Management team, building capability, accountability and a culture of continual improvement.
- Drive organisational maturity across Incident, Problem, Change and Service Management, embedding governance and operational excellence.
- Deliver post‑incident reviews that translate lessons learned into measurable improvements across people,



process and technology.
- Strengthen service reporting, operational metrics, observability and the continual improvement of the enterprise ITSM platform.

What We’re Looking For

You've successfully led Major Incidents within large enterprise environments and are recognised for remaining calm under pressure while bringing clarity, confidence and direction to complex situations.

You're equally comfortable leading people as you are leading technology teams, with the ability to influence executives, coach operational teams and drive lasting improvements across Service Management.

You’ll Bring:

- Proven experience leading enterprise Major Incidents and coordinating executive stakeholders during high‑pressure situations.
- Demonstrated leadership experience managing and developing Service Management or operational teams while driving capability uplift.
- Strong knowledge of ITIL Service Management disciplines, with experience improving governance, operational maturity and continual service improvement.
- Experience with enterprise ITSM platforms such as ServiceNow, BMC Helix, ManageEngine or similar.
- Experience within healthcare or another 24/7 critical services environment (such as healthcare, utilities, financial services or emergency services) will be highly regarded.

Why Consider This Role?

This is an opportunity to shape how technology services are delivered across a complex organisation where service availability directly impacts patient care and business operations every day.

You’ll lead from the front during critical incidents, develop a capable team, influence senior leaders and leave a lasting legacy through stronger Service Management practices and operational excellence.

If you’re a confident leader who thrives under pressure, enjoys building high‑performing teams and is passionate about driving meaningful operational improvement, we’d love to hear from you.

For a confidential discussion, contact Vicki Woodcock at CORMTech or apply via the link.

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📌 Major Incident & Service Improvement Manager (Brisbane City)
🏢 corm
📍 Brisbane City