Service Experience Lead - Auckland - 63358 - Spark

General information

Location

Auckland

Expertise

Client Delivery, Technology

Job Level

Experienced

Employment Type

Permanent full-time

Close Date

13-Feb-2026

Ref #

63358

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.

Service Experience Lead

The Service Experience Lead develops a base-level of understanding of the proposed technical solution so that they can collectively and collaboratively engage with both the Customer and FRO, TS&C and SEnD teams

to coordinate, facilitate or undertake the creation of service artefacts and onboarding of the designed service wrap, service schedule, service description.

They are accountable for scoping, pricing and leading the onboarding for productised and simple service offerings (e.g. ServiceFlex – Customer Interaction / Customer Support), Teams Meeting rooms etc

Key responsibilities:

Develops service onboarding plans and working with internal operational teams to transition designs into standard operating processes, procedures and artefacts for the BAU Operational teams
Proactively identifies and mitigates any impacting service risks and identifies any material creep in service scope.
Takes direction from the Service Architect / Team Leads to ensure team and Customer obligations and deliverables are met in a timely manner.
Develops, implements and where necessary undertakes the tasks or schedule to deliver end-to-end testing of the services prior to go-live, including coordinating user-acceptance testing (UAT) &sign-off
Onboards or migrates services and / or processes into BAU and identifies any material scope creep. Creates any required service artefacts when a logical resource is not identified or available.
Ensures a stable, approved and seamless handover to our operational support teams
Oversees the onboarding of the service for an agreed period of time following go-live and facilitates final onboarding sign-off both Internally and with the Customer
Works directly with Customers (when required) to define / agree the scope of any new simple managed service opportunities, and capturing these in an approved Statement of Work or Service Schedules

As a Service Experience Lead, I am accountable for:

Creation of simple Service Onboarding / Transition Plans
Creation of a Service Onboarding / Transition Checklist (Where one does not exist)
Service Onboarding activities (including facilitating any required training, monitoring & support access requirements and artefacts e.g. Knowledge articles)
Facilitating or if required creating any Customer or Internal artefacts e.g. Quick Ref. Guide / ServiceNow Landing Page / Ops Guide / Knowledge articles.
Coordinating / facilitating / creating ServiceNow onboarding activities ( e.g. Business Services / Subscriptions, CMDB CI load sheets, Resolver groups etc.)
Accessing, understanding and using the required tools for the role
All other responsibilities identified in the SEnD Craft Descriptors
Being responsible for developing a self-training plan and goals for ultimate career progression to a Service Architect role.

I am:

A critical and innovative thinker being able to identify and build capabilities that help to achieve long term and short term organisational strategic goals.
An effective negotiator and influencer who persuades stakeholders and team rather than coerces.
Passionate and Energetic, fostering enthusiasm within my area, and the wider SEnD team to bring our Spark vision to life.
Adaptable and flexible to changes in priorities and demands.
Decisive to make necessary decisions in a timely fashion.
Self directed and can be relied on to work with highest integrity.

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).

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