Service Improvement Advisor

Service Improvement Advisor – Technology Services

Drive meaningful service and process improvement across Technology Services
Hybrid working | Auckland

He angitūtanga: The opportunity

We’re looking for a Service Improvement Advisor to join our Technology Services team, focused on improving how our services work end-to-end.

This is a role for someone who enjoys understanding how things operate today, identifying opportunities to improve, and working collaboratively to design and implement better outcomes for both customers and internal teams.

You’ll play a key role in process improvement, service design, and continuous improvement initiatives across Technology Services. You’ll work with stakeholders to uncover pain points, map current and future processes, and help deliver practical, sustainable improvements.

While you’ll contribute to tools like ServiceNow and support ITIL practices, the core of the role is about making services simpler, more consistent, and more effective.

What you’ll be doing

• Lead and support process improvement initiatives across Technology Services
• Facilitate workshops and engage stakeholders to understand current processes, challenges, and opportunities
• Map, analyse, and redesign processes to improve efficiency, consistency, and customer experience
• Identify and deliver continuous improvement opportunities using data, feedback, and trends
• Support service design activities, ensuring services are intuitive, well-structured, and customer-focused
• Contribute to the design and improvement of ServiceNow catalogue items as part of broader service design
• Support major technology initiatives by ensuring impacts to processes and customers are understood and well managed
• Develop clear documentation, including process maps, knowledge articles, and improvement recommendations
• Work with service owners and teams to embed and sustain improvements
• Support ITIL practices (Change, Problem, Knowledge, Major Incident) through documentation, insights, and improvement activity
• Assist in coordinating complex or high-impact issues where cross-team alignment is needed

What a typical day might look like

• Facilitate a session to map a current process and identify improvement opportunities
• Work with stakeholders to redesign a service experience or workflow
• Analyse incident/request trends to identify root causes and improvement areas
• Document a future-state process and support implementation planning
• Collaborate with SMEs to refine service definitions or request models
• Support rollout planning for a change, ensuring process impacts are addressed
• Contribute insights into a Problem or Major Incident review

He kōrero mōu: About you

You’re a natural problem-solver who enjoys improving how things work and bringing people along the journey.

You bring:

• Experience in process improvement, business analysis, or service delivery within an ICT or similar environment
• Strong facilitation skills — able to lead conversations, draw out insights, and build shared understanding
• The ability to map and document processes clearly (current state and future state)
• A customer-focused mindset, with a passion for improving service experiences
• Excellent communication skills, with the ability to simplify complex concepts
• Strong stakeholder engagement skills and the ability to influence outcomes
• A proactive, organised approach with the ability to manage multiple priorities

Nice to have:

• Familiarity with ITIL practices or service management environments
• Experience with ServiceNow or similar platforms
• Exposure to service design, journey mapping, or continuous improvement frameworks

We’re looking for someone who can identify opportunities, design better ways of working, and help make change happen.

Ngā āhuatanga kei a mātou: What we offer

You’ll join a collaborative; supportive team focused on improving services and delivering better outcomes for our customers.

We offer:

• Opportunities to grow your capability in process improvement, service design, and service management
• Training and development, including ITIL and platform exposure
• A flexible, hybrid working environment
• The chance to make a meaningful impact across a large and complex organisation

End Date 26th of June