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.

Change Lead

We are seeking a versatile and motivated Change Lead to join our Service Management team. This role sits at the heart of our operations, performing Change Management functions across several of our key clients alongside the Service Delivery teams. This role offers the scope to manage day-to-day change management lifecycles, and drive continuous process improvements.

Key Responsibilities

Process Ownership, Governance & Improvement: Manage the daily processing of changes through their full lifecycle, ensuring the Change Management process is adhered to at all times. Drive continuous improvement of policies, processes, and procedures, while helping stakeholders understand the process and their responsibilities
Change Quality Assurance & Risk Management: Assess and quality-assure every change to ensure all pertinent information is captured and the change is fit for customer submission. Conduct impact and risk assessments to safeguard customer environments, build customer confidence through quality execution, including proactive identification of issues before they escalate.
Client & Stakeholder Engagement: Act as a trusted, front-facing advisor for several clients, building strong relationships and understanding customer requirements. Chair or attend meetings such as TAB, CAB, customer, and account meetings to ensure effective communication and alignment.
Approvals, Closure & Reporting: Following customer approval, approve changes and advise key stakeholders accordingly. Oversee change closures in ServiceNow, including involvement in the Post Incident Review (PIR) process when required, and prepare reporting outputs such as agendas, Forward Schedule of Change (FSC), and monthly reports.
Documentation, Training & ITIL Integration: Create, review, and maintain key documentation such as the Change Catalogue and RFCs, ensuring it is circulated to relevant stakeholders. Support engagement, induction, and training on the Change process, and ensure changes appropriately consider related ITIL processes such as SACM, Capacity, Availability, and Security.
Team Collaboration & Culture: Foster a positive team culture by assisting change requestors, sharing knowledge, and helping upskill the wider unit.

Experience & Skills Required

Industry Foundation: A minimum of 2+ years of Change Management experience.
Frameworks & Processes: A strong understanding of ITIL processes (Incident, Problem, SACM, and Change interlocks).
Technical Thinking: Proven ability to apply repeatable processes, adhere to strict deadlines, and define clear technical procedures.
Tool & Software Proficiency: Experience with industry-standard change management tools (such as ServiceNow) alongside strong proficiency in Microsoft Excel and Word to build structured documentation from scratch (utilising functions, dropdowns, etc).

Key Selection Criteria

Integrity & Customer Focus: Builds trust through professionalism, accountability, and high-quality deliver
Change Process & Risk Discipline: Strong ITIL-based approach to change governance, quality, and risk management
Stakeholder Communication: Clear communicator with customers and technical teams
Ownership & Improvement Mindset: Takes initiative and identifies opportunities to standardise, improve processes, and automation of repeatable tasks with AI tools.
Problem Solving & Structure: Applies logical thinking and produces clear, structured documentation.
Adaptability & Collaboration: Manages competing priorities, learns quickly, and contributes positively to team outcomes.

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:

Wellbeing - Comprehensive medical insurance, life and income protection.  Access to wellbeing coaches, EAP and in-house Specialist Clinical support through our leading Mahi Tahi Wellness programme.

Hybrid ways of working - for most teams at Spark this means being in the office for 4 days a week, and 1 day being flexible.

Leave - in addition to four weeks annual leave, we offer purchased leave, enhanced parental leave support and study leave.

Spark Credit – we provide permanent employees with $120 monthly Spark credit to use on any of our amazing products.

Spark Share scheme – periodically we offer the opportunity to buy into our share scheme.

Career development – access to an internal marketplace that connects employees with experiential, on the job learning across Spark.

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).

To download the position description, please sign in with your account.