Service Practice Specialist

About the team:

Our End User Operations function underpins how people across the cooperative get their work done every day. Our priorities are clear: elevate the end-user experience, modernise devices and collaboration, and strengthen operational performance. We look out for each other, and work together to solve problems, improve services, and keep things moving - especially when things are busy or incidents are urgent.

Join us as we build a more proactive, automated, and resilient environment that connects systems and enables our teams to keep feeding the South.

About the role:

As a Service Practice Specialist, you’ll play a key part in ensuring our ITSM practices are applied consistently and deliver real value. This role is about turning process into outcomes – strengthening knowledge, improving visibility, and lifting the maturity of our service practices over time.

Working cross-functionally, you’ll coordinate core practices like Change, Incident, Problem, and Release Management. You’ll also use data and reporting to provide clear insight into service performance, identify trends, and surface opportunities to improve how we operate.

Key responsibilities:

• Coordinate end-to-end Change and Release activities, ensuring robust documentation, risk management, and forward planning are consistently applied


• Strengthen ITSM practice maturity by improving knowledge quality, reinforcing process discipline, and progressing continual improvement initiatives


• Coordinate and drive structured Major Incident response, ensuring clear communication, disciplined process, and timely resolution


• Improve service stability by analysing incident and problem trends, supporting root cause analysis, and ensuring corrective actions are implemented and closed


• Deliver accurate, meaningful service level reporting and performance insights to improve transparency and support better decision-making

About you:

You’ll be an ITIL practitioner who can apply their understanding of the framework practically across the cooperative. You’ll balance strong problem solving & analytical thinking with well‑developed interpersonal and collaboration skills, building relationships across service delivery, technical teams, and the wider business to get things done. Ideally, you’ll also bring:

• ITIL v4 or v5 certification, with a strong understanding of core ITSM principles and practices


• Clear and confident communication skills, able to translate operational information for both technical and non-technical audiences


• Strong planning and coordination skills, with the ability to manage competing priorities and maintain attention to detail


• The ability to stay calm and structured under pressure, particularly during incidents or high-impact operational events


• Experience working across multiple ITIL practices (e.g. Change, Incident, Problem, Knowledge, Request, Continual Improvement)

Don't Meet Every Requirement? We encourage you to apply anyway. We are looking for individuals with diverse experiences and are keen to hear from those who believe they have the drive and potential to succeed in this role. 

How to apply:

Ready to take on the challenge? Click “apply” now! Applications will close 11:59pm Sunday 14 June 2026 and will only be accepted via our careers site. We intend to conduct interviews between 22 June to 26 June 2026. 

If you have any questions about the role, or experience any issues submitting your application, please email [email protected] 

Why join us?

• Our approach to flexible working is based on trusting and empowering our people to manage their time and deliver results while balancing the needs of their personal lives


• We’re committed to equitable outcomes, and we offer additional paid parental leave, free period products and financial health checks to name a few


• We support your wellbeing with Southern Cross health insurance for you and your family after a qualifying period, discounts at local gyms, access to online wellbeing tools, and a prayer and privacy room onsite


• We offer continuous learning and professional growth, as well as access to our extensive online training library and endless opportunities


• We’re proud of our supportive team environment, and our positive and friendly culture that’s made fun by Furry Friend Fridays and monthly social events! 


• We’re a Pride Pledge organisation, and we are committed to an inclusive workplace where everyone thrives, every day and we celebrate our diversity as strength


• Our Papanui based office has free carparking, an in-house café