At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something really amazing – travel!
As the SIAM (Service Integration and Management) Performance Manager, you will play a pivotal role in driving value for money and delivery assurance across a complex multi-supplier environment.
You will be responsible for ensuring that all services meet defined performance and contractual requirements, delivering against agreed service outcomes. Acting as the contractual subject matter expert, you’ll advise internal teams on in-scope and out-of-scope deliverables, interpreting contractual obligations to support operational and strategic decision-making.
Your role will involve reviewing and analysing performance metrics, service levels, and underpinning contracts to ensure service providers consistently meet or exceed expectations. You’ll collaborate closely with peers and suppliers to identify service improvement opportunities, drive continuous improvement initiatives, and apply corrective measures or penalties where performance falls short.
Ultimately, you’ll ensure a seamless, accountable, and value-driven service ecosystem that supports business objectives and enhances end-user satisfaction.
Day in the life:
Performance Management
- Plan, implement and control of activities to measure attributes of processes, products and services (eg. Report what is in the contract vs what is being delivered)
- Assess performance and progress and provide indications and insights to actual or potential problems, issues and risks
Service Level Management
- Plan, implement, control, review and audit of service provision, to meet Flight Centre Travel Group (FCTG) business requirements
- Develop and manage both formal Service Level Agreements (SLAs) and less formal service expectations, depending on organisational needs and practices
- Provide insights and recommendations on any Service Level Management (SLM) contractual changes
- Identify opportunities to improve service delivery
Commercial Management
- Have a deep understanding of the contract in-scope and out-of-scope services
- Understand all the SLAs and penalties included in the contract and provide advice on these to other team members
- Work with vendors and support other team members to drive the greatest value from the contract
Continuous Improvement
- Identify improvement opportunities in processes, tools, or vendor compliance
- Review process maturity assessments and improvement programs
- Drive standardisation across regions or providers where appropriate
Stakeholder Engagement
- Engage with internal stakeholders (e.g. Business Relationship Managers, IT Ops, Service
- Act as a trusted advisor on best practices and Service Integration and Management (SIAM) process adoption for the Practices you own
Documentation & Training
- Maintain current and accurate process documentation, training materials, and onboarding guides
- Support onboarding of new vendors or staff into the process ecosystem
We’d love to hear from you if you have:
- 5+ years in Information Technology Service Management (ITSM), service operations, or vendor management
- 5+ Years as a contract or vendor manager
- Experience with multi-vendor environments or shared services models
- Bachelor’s Information Technology, Computer Science, Information Systems or Business Administration (with IT focus) or equivalent experience (e.g., extensive ITSM/SIAM experience) as a substitute for formal education
- SIAM Foundation Certification (e.g., EXIN or BCS SIAM Foundation)
- ITIL® 4 Foundation
What you'll Enjoy:
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability
🎉Development: Individualised Learning & Development pathway options
🔧Access to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languages
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Bangkok in 2026)
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
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