Kia ora!
Air New Zealand is looking for a Service Management Specialist and this role will contribute to the ongoing evolution and maturity of Service Management practices across Digital, with an initial focus on strengthening Change Enablement as a risk enablement capability.
This role plays a key part in ensuring our Service Management framework supports safe, high-quality delivery while enabling teams to move at pace. The position focuses on embedding strong governance, meaningful accountability, and measurable performance across Change Enablement, while also operating core governance activities. Over time, scope will expand into broader Service Management practices.
Key Responsibilities
Service Management Governance
- Support the continued enhancement of Service Management governance frameworks, initially focused on Change Enablement.
- Ensure risk based and proportionate controls are clearly defined, consistently applied, and upheld in practice.
- Contribute to the effective operation and ongoing evolution of governance forums such as CAB.
Change Enablement Capability
- Provide clear guidance to improve the quality and integrity of change submissions.
- Strengthen the effectiveness of Change pathways including Standard, Normal, Expedited, and Emergency changes.
- Maintain and enhance Standard Change governance to ensure appropriate risk management.
- Improve traceability between changes, deployments, and incidents to support learning and transparency.
- Facilitate CAB and review changes to ensure alignment with defined standards and readiness criteria.
Insight and Continuous Improvement
- Develop and maintain meaningful performance measures to assess control effectiveness and service stability.
- Use data and trend analysis to identify and prioritise improvement opportunities.
- Deliver practical, measurable improvement initiatives aligned to Chapter and squad priorities.
- Maintain a structured improvement backlog and track progress against defined outcomes.
- Contribute to post-incident reviews by helping identify root causes and assessing whether recent changes contributed to the incident.
Cross Practice Contribution
While the initial focus of this role is Change Enablement, it is expected to evolve into a broader Service Management contributor over time. As Change capability matures, the role will:
- Support alignment between Change, Incident, and Problem Management to strengthen end to end service stability.
- Support resilience and disaster recovery governance activities, ensuring alignment with Service Management controls.
- Provide flexible capability across Service Management uplift initiatives as priorities evolve.
- Undertake other duties as required to support Service Management capability uplift and broader Chapter objectives.
Experience and Capability
- Strong understanding of ITIL aligned Service Management principles, particularly Change Enablement.
- Experience contributing to governance or control maturity in complex environments.
- Ability to influence and engage constructively while upholding standards.
- Demonstrated ability to implement improvements that are adopted in practice.
- Pragmatic, resilient, and outcome focused.
- Air New Zealand is adopting the latest advances in Generative AI and embedding them across Service Management practices. Prior experience working with AI is advantageous but not required.
Ready to take flight? Apply online now!
Additional Information
At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.
If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.
Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.
"Seek to bring distant horizons closer. Once near, seize them and make them your reality."
