Job Description

Can you take control when it matters most?

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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.

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This is far more than a Major Incident Manager role.

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This is a leadership opportunity 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.

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The Opportunity

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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.

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

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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.

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

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What You'll Be Doing

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- Lead and command enterprise Major Incidents, critical outages and cyber‐related events, providing confident direction from initiation through to resolution.
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- Chair incident war rooms, coordinate technical teams and executive stakeholders, and deliver clear communications throughout the incident lifecycle.
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- Lead and develop an established Service Management team, building capability, accountability and a culture of continual improvement.
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- Drive organisational maturity across Incident, Problem, Change and Service Management, embedding governance and operational excellence.
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- Deliver post‐incident reviews that translate lessons learned into measurable improvements across people, process and technology.
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- Strengthen service reporting, operational metrics, observability and the continual improvement of the enterprise ITSM platform.
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What We're Looking For

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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.

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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.

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You'll Bring:

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

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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.

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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.

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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.

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

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