Service Integration and Management (SIAM) Practice Manager

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!

We're looking for an experienced SIAM Practice Manager to play a critical role in governing and optimising IT Service Management (ITSM) practices across a complex multi-vendor environment.

You'll own, design, standardise, and continuously improve key ITSM processes, ensuring consistent service delivery and strong governance across internal and external service providers. You'll act as the custodian of process integrity, partnering with Service Integrators and suppliers to drive compliance, performance, and continuous improvement.

If your looking for a strategic role focused on governance, policy, and end-to-end process ownership rather than operational execution, we encourage you to apply!

Day in the life:

• Overseeing the governance and performance of our Service Integrator, ensuring IT Service Management (ITSM) delivery stays compliant with organizational policy and contractual obligations
• Manage and oversee the Service Integrator's day-to-day performance against SLAs, KPIs, and contractual commitments
• Monitor compliance with internal IT policies, governance frameworks, and ITSM best practices
• Lead service review meetings, audits, and escalations with the Service Integrator and underpinning suppliers
• Drive continuous service improvement initiatives across the SIAM ecosystem
• Identify and remediate process gaps, risks, and recurring compliance issues
• Report on service integrator performance to senior stakeholders

You'll be perfect for the role if you have:

• 5 + years' experience managing or working within a SIAM (Service Integration and Management) operating model
• Experience managing or working within a SIAM (Service Integration and Management) operating model
• Direct experience overseeing or working closely with a Service Integrator or outsourced ITSM provider
• Strong understanding of core ITSM processes (incident, problem, change management etc.)
• Excellent stakeholder management, negotiation, and vendor governance skills
• Direct experience overseeing or working closely with a Service Integrator or outsourced ITSM provider
• Strong understanding of core ITSM processes (incident, problem, change management)
• ITIL certification
• Excellent stakeholder management, negotiation, and vendor governance skills
• Even better if you have experience with the following ITIL processes:
  • Service Design
  • Availability Management
  • Capacity and Performance Management
  • Service Continuity Management
  • Monitoring and Event Management
  • Release Management
  • Service Validation and Testing
  • Deployment Management

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

💛 Be part of a workplace committed to reconciliation through our Reconciliation Action Plan - we proudly support Aboriginal and Torres Strait Islander inclusion, cultural safety, and dedicated cultural leave