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 Head of Service and Supplier Management you'll blend strategic leadership, operational oversight, and vendor coordination, ensuring that multiple service providers (internal and external) deliver cohesive, high-quality services to the business—especially in complex, multi-vendor environments.
You will also lead the management and governance of IT services and supplier relationships within our Enterprise Technology Services business, ensuring that the organisation receives high-quality, cost-effective services from both internal teams and external partners. If you have a strategic mindset to optimise supplier performance, mitigate risks, and drive innovation in IT service delivery, we encourage you to apply!
FCTG's Enterprise Technology team are reshaping the way we work, deliver, and innovate. We're building new capabilities, forging strategic partnerships, and creating high-performing teams to lead us into the next chapter of our evolution.
This is your opportunity to be at the forefront of meaningful change.
We’re not just looking for a technology leader — we’re looking for a visionary who’s ready to make a tangible impact. Someone who thrives on innovation, leads with purpose, and is passionate about driving results at scale.
Day in the life:
Service Performance & Quality
- Ensure IT services meet agreed SLAs/OLAs and deliver value to the business
- Lead the development and continuous improvement of service delivery frameworks and processes (aligned to ITIL or similar)
Supplier Governance & Accountability
- Manage strategic vendor relationships, contracts, and performance
- Ensure external partners meet contractual obligations and deliver consistent service outcomes
Operational Excellence
- Oversee the end-to-end service lifecycle (design, transition, operation, and improvement)
- Drive service reviews, root cause analyses, and service improvement initiatives
Cost & Contract Optimization
- Identify opportunities to reduce costs, consolidate services, or improve contract terms
- Manage renewals, procurement cycles, and vendor risk
Cross-Functional Alignment
- Act as the bridge between technical teams, vendors, and business units to ensure service alignment and business satisfaction
- Partner with functions like Security, Architecture, and Business Relationship Management
If this is your background, you’re the ideal candidate to our drive success:
- A strong background in IT service management, with experience leading service delivery or supplier governance functions in large global organisations
- Demonstrated success in managing strategic vendor relationships and driving service improvements across complex environments
- Deep knowledge of ITIL practices and service integration principles (certifications such as ITIL 4, COBIT, or SIAM are a plus)
- Excellent communication and stakeholder management skills, with the ability to engage both technical and non-technical audiences
- A proactive, solutions-oriented mindset, and the confidence to lead through change and ambiguity
- Experience working in multi-vendor or outsourced environments, especially across different countries or regions
- Proven experience leading complex IT service delivery or SIAM functions in multi-vendor environments
- Strong understanding of ITIL, service management frameworks, and service integration best practices
- A track record of building and maintaining strategic vendor relationships and driving continuous service improvement
- Exceptional stakeholder engagement skills, with the ability to align technology services with business needs
Even if you don't have all the below, we'd still like to hear from you:
- 5 to 10 years’ experience in IT service management, vendor management, or IT operations
- Experience in a large, complex, global enterprise
- Proven track record of implementing SIAM models and managing multivendor environments
- Strong business and commercial acumen
- Experience in delivering service transition, service improvement, and IT transformation programs
- Strong background in IT outsourcing and third-party governance
- Strong business and commercial acumen
- Bachelor’s degree in Information Technology, Business Administration, Project Management, or a related field.
- SIAM Professional Certification
- ITIL* 4 Foundation / Intermediate / Managing Professional
- Knowledge of the Travel Industry
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 Lt
👐🏽 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 (Los Angeles in 2025)
🙏🏼 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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