Service Centre Incident Lead

One New Zealand Group; Wellington; Hybrid; NZD 110,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Lifestyle leave

Discounts on One NZ products

Flexible work from home / flex hours

Job summary

One NZ is seeking a Service Centre Incident Lead based in Wellington. You will own real-time operational management of Enterprise customer incidents, service assurance workflows and Tier 2 customer recovery activities, ensuring timely resolution and proactive communication across Enterprise, Consumer and 888 segments.

This role operates in a Hybrid environment. In this position you will own incident queues, manage escalations, deliver against SLAs, coordinate resolver groups and lead the

Qualifications

• Experience coordinating operational responses during high-impact incidents at Enterprise level.
• Strong judgement and decision-making capability in fast-paced environments.
• Ability to maintain customer confidence and control during disruption.
• Proven experience managing incident, case or service assurance environments.
• Strong capability in managing queues, workloads and priorities in real time.
• Experience handling complex customer issues and escalations.
• Strong communication skills for customer updates and incident communication.
• Ability to lead and coach teams in high-pressure operational environments.
• Strong attention to detail and ownership of outcomes.
• Ability to identify patterns, risks and improvement opportunities.
• ITIL certification and experience

Responsibilities

• Own incident, case and service assurance queues, ensuring effective triage, routing, prioritisation and escalation.
• Deliver against customer SLAs, including MSA commitments and time-bound response requirements.
• Manage senior stakeholder engagement and communication of significant incidents.
• Lead the operational response during customer-impacting incidents and major service events.
• Own customer communication rhythms, ensuring proactive, accurate and timely updates.
• Coordinate resolver groups, provisioning teams, service teams and partners to accelerate resolution.
• Maintain clear ownership and continuity of customer issues through to completion.
• Identify operational risks, emerging customer impacts and recurring service trends.
• Lead the resolution of Tier 2 and complex customer issues across Enterprise, Consumer and 888 environments.
• Manage team workload in real time, balancing demand, priority, risk and operational capacity.
• Lead and support frontline team members to drive performance, accountability and quality.
• Support continuous improvement across incident handling, customer recovery and service assurance.

Skills

Incident management

Stakeholder comms

Decision making

Queue management

Team coaching

Education

ITIL certification

Job description

At One NZ we’re not just imagining the future, we’re building it. Our purpose? A better-connected Aotearoa New Zealand. Kia renarena te taukaea i Aotearoa New Zealand.
Our ambition? To become the most AI-enabled telco on the planet. This isn’t just about our technology, It’s about you. We’re investing in our people like never before.... empowering them to grow, lead, and shape what’s next.
Through our AI School, access to world-class learning platforms, or career pathways that evolve with you, we create an environment where your curiosity thrives, and your skills accelerate.
Join us and be part of something extraordinary: connect with purpose and help redefine what’s possible.
Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata.
“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”

As the Service Centre Incident Lead your role is to own the real-time operational management of Enterprise customer incidents, service assurance workflows and Tier 2 customer recovery activity, ensuring customers receive timely resolution, proactive communication and clear ownership through to completion. You will act as a key operational control point during customer-impacting incidents and complex service events across Enterprise, Consumer and 888 segments, coordinating response, prioritisation and customer communication to maintain service continuity and customer confidence. This role will be based in Wellington in a Hybrid enviroment.

Ko tō mahi – what you’ll do

• Own incident, case and service assurance queues, ensuring effective triage, routing, prioritisation and escalation.
• Deliver against customer SLAs, including MSA commitments and time-bound response requirements.
• Manage senior stakeholder engagement and communication of significant incidents.
• Lead the operational response during customer-impacting incidents and major service events.
• Own customer communication rhythms, ensuring proactive, accurate and timely updates.
• Coordinate resolver groups, provisioning teams, service teams and partners to accelerate resolution.
• Maintain clear ownership and continuity of customer issues through to completion.
• Identify operational risks, emerging customer impacts and recurring service trends.
• Lead the resolution of Tier 2 and complex customer issues across Enterprise, Consumer and 888 environments.
• Manage team workload in real time, balancing demand, priority, risk and operational capacity.
• Lead and support frontline team members to drive performance, accountability and quality.
• Support continuous improvement across incident handling, customer recovery and service assurance.

Na tōu rourou - what you’ll bring

• Experience coordinating operational responses during high-impact incidents and service events at an Enterprise level.
• Strong judgement and decision-making capability in fast-paced environments.
• Ability to maintain customer confidence and operational control during ambiguity or disruption.
• Proven experience managing incident, case or service assurance environments.
• Strong capability in managing queues, workloads and priorities in real time.
• Experience handling complex customer issues and escalations.
• Strong communication skills, particularly for customer updates and incident communication.
• Ability to lead and coach teams in high-pressure operational environments.
• Strong attention to detail and ownership of outcomes.
• Ability to identify patterns, risks and improvement opportunities.
• ITIL certification and experience
• One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & whānau commitments.
• A fully subsidised Southern Cross health insurance cover for you and your family.
• Lifestyle leave, giving you the option to purchase an extra week or two of annual leave.
• Discounts on One New Zealand products, services and much more!

We are proudly Rainbow Tick certified and champion diversity of thought, perspective and background. Joining our whānau is more than starting a new job - it’s the beginning of a journey that will challenge and inspire you to play a role in something bigger.
Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.
We stand to uplift, to support and to elevate others.