Technology Service Lead (Digital Service Operations) - Auckland, Wellington - 64057 - Spark

General information

Location

Auckland, Wellington

Expertise

Client Delivery, Technology

Job Level

Experienced

Employment Type

Permanent full-time

Close Date

22-May-2026

Ref #

64057

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.

Technology Services Lead - Digital Service Operations

Drive performance. Strengthen partnerships. Shape the future of service management.

We’re looking for a Technology Service Lead (TSL) to take ownership of delivery excellence and operational performance across one of our most critical strategic partnerships.

In this role, you’ll be the key operational link between Spark, our Strategic Partner, and our customers—ensuring consistent, high-quality service outcomes while driving innovation through automation, AI, and modern service management practices.

You will help lead high-performing service desk operations and service management delivery functions, build trusted relationships, and continuously evolve how we deliver value.

What you’ll be doing

Lead Delivery & Operational Performance

Own the end-to-end operational relationship with our Strategic Partner
Lead and manage Spark-based teams in collaboration with partner teams
Act as the primary escalation point for complex technical issues
Drive fast, effective problem resolution across internal and partner ecosystems
Track delivery performance, milestones, and outcomes

Drive Continuous Improvement & Innovation

Identify and implement operational improvements and best practices
Champion automation, AI-driven operations, and workflow optimisation
Lead risk mitigation and continuous improvement initiatives
Support modernisation and scalable service solutions

Partner & Stakeholder Leadership

Build and maintain strong technical and operational partner relationships
Act as the key integrator across Spark teams, partners, vendors, and customers
Ensure alignment to commercial obligations in partnership with the Strategic Partner Lead
Help translate initiatives into structured work packages and roadmap delivery

Governance & Delivery Excellence

Ensure compliance with policies, standards, and security requirements
Oversee partner-led delivery and ensure alignment to strategy
Drive structured execution, governance, and reporting
Collaborate with programme teams to deliver critical projects successfully

What you’ll bring

Leadership & Collaboration

Proven ability to lead and influence across cross-functional teams and partner ecosystems
Experience managing both direct and virtual teams in complex environments
Strong track record delivering end-to-end initiatives

Technology & Innovation

Experience in a service desk or contact centre environment
Solid background in ICT operations and service delivery
Experience across SaaS, cloud (public/private/hybrid), and infrastructure platforms
Strong understanding of ITSM tools and service environments
Hands-on experience with automation, workflow optimisation, and AI-driven operations
Familiarity with emerging technologies such as Agentic AI and intelligent automation

Delivery & Execution

Strong planning, governance, and risk management capability
Focus on structured execution and continuous improvement

Communication & Influence

Ability to translate technical outcomes into clear business value
Strong stakeholder engagement and communication skills

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.