Change Lead

Description & Requirements

Spark NZ

Spark helps all of New Zealand win big in a digital world. As New Zealand's leading telecommunications company, we connect millions of New Zealanders and support thousands of businesses through our mobile, broadband, IT and cloud solutions.

At the heart of our strategy, SPK-30, is our ambition: It’s better with Spark. Whether it’s our network performance, customer experiences, or the workplace culture we create with our people, we want it to be better with Spark.    

Our industry moves at pace, and so do we. Technology, customer expectations and business needs are constantly evolving. We embrace change, work together to solve problems that matter and focus on creating better outcomes for our customers, communities and Aotearoa. Our people are empowered to take ownership, keep learning and make a real impact.

Change Lead (12 month fixed term)

We’re looking for a proactive and customer-focused Change Lead to join our Service Management team, managing IT change processes across key customers and working closely with our technology and customer teams.

Whether you’re an experienced Change professional or an IT specialist with strong ITIL knowledge looking to take the next step, this role offers the opportunity to manage end-to-end change activities, strengthen governance and drive continuous improvement.

Key Responsibilities

• Change Management & Governance: Manage changes through their full lifecycle, ensuring compliance with ITIL processes, customer requirements and governance standards.
• Quality & Risk Management: Assess change quality, impact and risk, ensuring changes are appropriately documented, reviewed and approved before implementation.
• Customer & Stakeholder Engagement: Build trusted customer relationships, coordinate stakeholders and lead or participate in CAB, TAB and customer meetings.
• Approvals & Reporting: Manage change approvals, closure and reporting through ServiceNow, including Forward Schedules of Change and PIR involvement where required.
• Process Improvement & Documentation: Maintain change documentation, improve processes and identify opportunities for standardisation, automation and AI-enabled efficiencies.
• Team Collaboration: Support and upskill change requestors, share knowledge and contribute to a positive, high-performing team culture.

Experience & Skills

• Experience: 2+ years in Change Management or 4+ years in IT or Telecommunications.
• ITIL Knowledge: Strong understanding of Change, Incident, Problem and related ITIL processes.
• Risk & Governance: Ability to assess technical changes, manage risk and maintain strong process discipline.
• Tools & Reporting: Experience with ServiceNow or similar platforms, alongside strong Microsoft Excel and Word skills.
• Communication: Confident engaging with customers, technical teams and senior stakeholders.

Key Selection Criteria

• Customer Focus: Builds trust through accountability, professionalism and reliable delivery.
• Process & Risk Discipline: Applies sound judgement and maintains strong change governance.
• Communication & Collaboration: Engages effectively across technical teams and customers.
• Ownership & Improvement: Takes initiative, challenges inefficiencies and embraces automation and AI.
• Problem Solving: Applies structured thinking and produces clear, practical documentation.
• Adaptability: Manages competing priorities and contributes positively to team outcomes.

WHY CHOOSE US:

Diversity and Inclusion: Te Kanorau me te Whakawhāiti mai 

At Spark, diversity and inclusion are simply part of how we work here, built into our everyday decisions, behaviours and ways of working. We want everyone to feel totally comfortable bringing their whole self to work, no matter your gender, ethnicity, orientation, age or ability.

Sustainability: Toitū

As Spark, how we do business is just as important as what we do. We believe technology has a critical role to play in helping Aotearoa transition to a high-productivity low-carbon future, where all New Zealanders can thrive in a digital world. Equity sits at the heart of how we work, and we're focused on partnering in ways that makes a real difference to digital equity across the country. We support our customers and communities by being sustainable ourselves, investing in our people, minimising our environmental impact, and operating a responsible, ethical business.

Benefits: Awhina 

Our people matter and we make sure we look after them. At Spark, we've got our people covered with a great range of benefits, including:

• Wellbeing - Medical insurance, life, income and trauma protection, wellbeing support and access to our leading Mahi Tahi Wellness program.
• Hybrid ways of working - For most teams at Spark this means being in the office for four days a week, and one day being flexible.
• Leave - Four weeks annual leave, plus purchased leave, leading parental leave support and study leave.
• Spark Credit - $150 monthly Spark account credit for permanent employees to enjoy our products and services.
• Spark Share scheme - Opportunities to share in Spark's success through our employee share scheme.
• Sustainable commuting - Salary sacrifice options to make public transport and cycling more affordable.
• Grow your career - Access learning, development and internal opportunities to build new skills and grow your career 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).

At Spark, we’re committed to living our values, with tūhono (connection) at the heart of our mahi. Welcoming whānau into the recruitment process helps create a real sense of belonging and support for each candidate. We just ask candidates to let us know in advance if whānau will be joining, so we can prepare the space and make sure everyone feels comfortable.

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

General information

Location

Auckland, Hamilton, Wellington

Expertise

Client Delivery, Technology

Job Level

Experienced

Employment Type

Fixed term full-time

Close Date

20-Nov-2026

Ref #

66592