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.

About the Role:

As a Wholesale Service Manager, you are a professional responsible for overseeing the operational delivery of Spark Wholesale services to customers both nationally and internationally while leading internal service teams to ensure high quality and efficiency in service delivery. You act as a bridge between frontline staff, customers, and senior management to ensure alignment with Wholesale strategy and delivery of business targets.

Your core responsibilities are to deliver key performance indicators (KPIs) such as customer satisfaction rates, response times, process efficiency, quote to bill and service profitability. Handling complex customer issues across a wide range of telco products, resolving service failures, and optimizing day-to-day workflow processes comes naturally to you.

Day to day you will be involved in:

In this role, you’ll be at the heart of delivering world-class customer telecommunications solutions across voice, data, and mobile technologies. You’ll take ownership of the customer experience through proven ITSM practices across incident, problem, and change management, ensuring services are reliable, responsive, and continuously improving. Acting as the voice of the customer, you’ll help shape product development and service design while driving process re-engineering that delivers exceptional customer outcomes both nationally and internationally.

Key Skills for the role:

• Communication: Able to communicate clearly and professionally with customers, stakeholders and internal teams, including translating complex service issues into practical actions and business impacts. Confident in having hard conversations when required, addressing issues early, constructively and with a focus on resolution.
• Leadership: Experienced in leading, coaching and motivating teams to deliver high-quality service outcomes, maintain accountability and build a positive performance culture.
• Customer ownership end-to-end: Customer focused and passionate about delivering positive customer outcomes, with a commitment to understanding customer needs, taking accountability across the full-service lifecycle, resolving escalations effectively and building trusted relationships through consistent, responsive and reliable service delivery.
• Transformation: Comfortable leading teams through change, supporting new ways of working, adopting improved tools and helping embed transformation initiatives across service operations.
• Operational control: Skilled in managing daily service performance, priorities, risks, incidents, service levels and governance to ensure operational stability and delivery confidence.
• Commercial acumen: Understands the commercial impact of service decisions, including cost, value, risk, productivity and customer commitments.
• Continuous improvement and AI enablement: Proactively identifies opportunities to improve processes, reduce repeat issues, increase efficiency and lift the overall customer and team experience, including using AI to support insight, automation and smarter decision-making.
• Delivery and project management: Skilled in project managing service initiatives from planning through to execution, ensuring clear scope, timelines, stakeholder alignment, risk management and measurable outcomes.
• Future-focused delivery: Able to anticipate future service needs, support innovation and align operational plans with long-term business and customer outcomes.

What experience you'll bring?

• Experience managing service operations, service performance, customer escalations and stakeholder expectations in a fast-paced environment, with clear ownership from initial issue through to resolution and follow-up.
• Proven ability to lead service teams, set clear priorities, support development and drive accountability for outcomes.
• Experience working with service metrics, KPIs, reporting, operational reviews and performance improvement plans.
• Ability to manage risk, incidents, operational controls and service governance while maintaining focus on customer experience.
• Experience contributing to transformation initiatives, process improvements and change adoption across teams or business units.
• Skilled in project managing service delivery initiatives, coordinating people, priorities, timelines and dependencies to deliver outcomes on time and to the expected standard.
• Strong understanding of commercial drivers, service costs, productivity, contractual obligations and value-based decision-making.
• Demonstrated ability to build trusted relationships with customers, suppliers, internal stakeholders and senior leaders.
• Track record of delivering continuous improvement and future-focused service outcomes, including the use of AI, automation and data-driven insights to support business growth and operational excellence.

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 $150 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).