General information
Location
Auckland, Wellington
Expertise
Client Delivery, Leadership, Technology
Job Level
Experienced, Management
Employment Type
Permanent full-time
Close Date
20-Feb-2026
Ref #
63337
Description & Requirements
Spark NZ
As New Zealand's largest telecommunications and digital services company, Spark's purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.
We operate in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day, so we operate using Agile ways of working to allow us to meet the fast-changing needs of our customers. Agile replaces the traditional hierarchical organisational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers, communities, and all of New Zealand.
About the role
As the Chapter Lead - Service Design and Architecture, you’ll provide thought leadership in service design, driving innovation, continuous improvement, and best practice across service delivery. You’ll work across pre-sales and post-sales, supporting Sales, Delivery, and Product teams to design and transition complex, non-standard service solutions that help grow market share and revenue.
You’ll develop detailed service designs, support service aggregation, and work closely with operational teams to ensure smooth transitions into BAU.
You will drive efficiencies and improvement initiatives within the chapter and work with the leadership group of the Service Management Office to ensure our service management models are relevant and appropriate to serve our Enterprise customers.
Key responsibilities
- People leadership
- Support sales teams with opportunity assessment, qualification, and bid costing
- Design complex service aggregation and managed service solutions
- Lead service transitions, onboarding, and go-live activities
- Engage stakeholders to ensure solution buy-in and delivery readiness
- Develop service documentation, operational guides, and transition artefacts
- Test end-to-end services prior to go-live and oversee early life support
- Maintain and evolve standard service models, catalogues, and collateral
What you will bring
- 5+ years’ experience in service management, operations, or process design
- Strong knowledge of ITIL and Service Level Management
- Experience with RFI/RFP responses and customer onboarding
- Excellent stakeholder engagement, communication, and documentation skills
- Strong organisational skills, attention to detail, and a results-focused mindset
- Broad IT & T knowledge, ideally with depth in infrastructure or operations
- Experience at leading high performing teams
- A collaborative, proactive “can-do” attitude
No two days are the same. We work fast, adapt quickly, and win together.
Join us at Spark and enjoy flexible working and a range of great employee benefits.
WHY CHOOSE US:
Diversity and Inclusion: Te Kanorau me te Whakawhāiti mai
At Spark, we are constantly looking for ways to build a more inclusive culture. Our vision is for diversity and inclusion to be "how things are done at Spark", embedded into our day-to-day activities, standards, and business practices. We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.
Sustainability: Toitū
Sustainability is a key focus for us. We are dedicated to supporting Aotearoa New Zealand's recovery and economic transformation. The principle of equity is at the very heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity in line with our focus on Diversity and Inclusion.
Benefits: Awhina
Our people matter and we make sure we look after them. As a valued employee of Spark, we've got our people covered with a range of leading benefits including:
Due to the nature and urgency of this role, we are only considering applicants that are based in New Zealand with permanent residency, citizenship, or a valid work visa (with at least 18 months remaining).
