Service Management Specialist (Incident/Problem/Change)

  • New Zealand
  • Auckland
  • Permanent
  • Negotiable

  • Newly created Service Management roles

  • Permanent

  • Hybrid working – 2 days in CBD offices

Opportunity knocks… ?

We’re looking for an experienced Service Operations Specialist to join a mature IT environment and take ownership of incident, problem, and change management, with a strong focus on major incident leadership.

This is not a technical engineering role – it’s a hands-on ITSM / service operations position where you’ll sit at the centre of service stability, run major incident bridges, and ensure clear, confident communication between engineering teams and the business.

If you’re an all-round service operations professional who thrives under pressure and brings structure to complexity, this is a role where you can make real impact.

The inside word… ?

  • Service operations / ITSM role (not engineering)
  • Strong focus on incident management and major incidents
  • You’ll run bridges, coordinate engineers, and drive stakeholder communications
  • Emphasis on process discipline and operational maturity
  • Opportunity to influence service reporting, insights, and continuous improvement
  • Hybrid working model – currently 2 days per week in the office

You’re a legend because… ?

  • You bring strong, hands-on experience across incident, problem, and change management
  • You’re confident leading major incidents, running bridges, and managing live communications
  • You can translate technical updates into clear, business-friendly language
  • You build trust with both technical teams and senior business stakeholders
  • You hold ITIL certification (Foundation or higher) – essential
  • You’re experienced and operationally confident (this is not an entry-level role)

Bonus points for:

  • Knowledge management exposure
  • Experience working with global teams or across time zones
  • Familiarity with Jira or other ITSM tools
  • Experience producing service reports and communicating trends and metrics ?

What’s in it for you? ?

  • A high-impact role at the heart of service stability
  • Strong visibility across technology and business teams
  • Ownership of major incident leadership and ITSM processes
  • Opportunity to shape reporting, insights, and continuous improvement
  • Auckland-based hybrid working with flexibility

Apply now

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