Hello,
FCM part of FCTG is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience.
As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions.
Winner of the World's Leading Travel Management Company Award at the WTM for nine consecutive years (2019-2011), FCM is constantly transforming the business of travel through its empowered and accountable people who deliver 24/7 service and are available online and offline. FCM has won the coveted Great Place to Work certification for the fifth time! FCM Travel India is one of India’s Top 100 Great Mid-size Workplaces 2024 and the Best in Professional Services.
A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.
Summary
The ServiceNow Tower Lead is the assistant team leader for the ETS ServiceNow team, responsible for the end-to-end delivery of ITSM support, project engineering, and platform maintenance, based in the Global Capability Centre. The Tower Lead operates with a high degree of independence, owning solution design and delivery for standard BAU and ITSM work, and coordinating with onshore design leads for major or complex projects where additional design authority is required.
Operating within the SIAM framework as part of an internal service provider function, the Tower Lead enables the offshore team to function as a capable, self-directing delivery unit — maintaining quality, throughput, and platform standards with little routine onshore dependency. The Tower Lead is a senior technical practitioner who leads by example, uplifts team capability, and holds full delivery accountability within the offshore context.
Day in the life:
Offshore Delivery Leadership
- Lead and coordinate the offshore ServiceNow development team across BAU support, project delivery, and platform maintenance workstreams.
- Manage daily stand-ups, sprint ceremonies, and team workflow, driving a high-performing delivery cadence with minimal onshore direction required.
- Act as the primary escalation point for the development team, resolving blockers and maintaining momentum through active, technically-grounded leadership.
- Allocate work across the development team based on capacity, skillset, and priority, optimising throughput without compromising quality.
- Foster a culture of ownership and continuous improvement within the team, setting clear expectations for delivery standards and individual accountability.
Solution Design and Technical Authority
- Own end-to-end solution design for all BAU ITSM work and small projects, translating business requirements into well-defined technical specifications and acceptance criteria without requiring onshore input (except where a Technical Business Analyst is also assigned).
- Engage with internal business customers to understand requirements, conduct discovery, and propose fit-for-purpose ServiceNow solutions aligned to platform best practices and FCTG standards.
- For major or complex projects, receive design artefacts and functional specifications from design leads, interpret these accurately, and direct the team in executing against the agreed design.
You'll be perfect for the role if you have:
BAU Support Coordination
- Oversee the offshore team's response to BAU ServiceNow support tickets, ensuring SLA adherence and customer experience standards are maintained independently of onshore involvement.
- Triage incoming support requests, assign to appropriate developers, and track resolution to closure.
- Identify recurring issues or systemic defects and initiate remediation or platform improvement actions within the team's remit, escalating only where broader platform decisions are needed.
- Maintain awareness of platform incidents and manage support team contribution to resolution activities.
Testing and Release Coordination
- Oversee the QA function and ensure test plans, test cases, and defect tracking align to agreed acceptance criteria and standards.
- Coordinate release packaging and submission through ETS change management processes, ensuring all governance requirements are met prior to deployment.
- Ensure all release artefacts, documentation, and post-release validation activities are completed to standard.
Governance and Reporting
- Maintain accurate sprint and delivery reporting to support visibility of the team's productivity, quality, and capacity.
- Contribute to standards, documentation, and knowledge base maintenance in Confluence, ServiceNow and Sharepoint.
- Adhere to change management, release, and governance processes as defined by FCTG, ensuring relevant activity is auditable and compliant.
Work Perks! - What’s in it for you:
FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.
You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.
Market Aligned remuneration structure and a highly competitive salary
Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself
Work life Balance: We believe in “No Leave = No Life” So have your own travel adventures with paid annual leave
Great place to work - Recognized as a top workplace for 5 consecutive years, which is a testimonial of our commitment towards our people
Wellbeing Focus - We take care of our employee with comprehensive medical coverage, accidental insurance, and term insurance for the well being of our people.
Paternity Leave: We ensure that you can spend quality time with your growing family
Travel perks: You'll have access to plenty of industry discounts to ensure you continue to broaden your horizons
A career, not a job: We believe in our people brightness of future. As a high growth company, you will have the opportunity to advance your career in any direction you choose whether that is locally or globally.
Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
We value you...
Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.
Who we are...
Since our beginning, our vision has always been to open up the world for those who want to see.
As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).
We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future.
We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.
Irreverence. Ownership. Egalitarianism #LI-YS1#FCMIN#LI-Onsite
