Service Product Lead

Service Product Lead – Hybrid Cloud

Job no: 528262TN
Brand: Product and Technology
Work type: Full time
Location: Queensland
Categories: Information & Technology

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 Service Product Lead for Hybrid Cloud you will be responsible for the end-to-end lifecycle, quality and performance of Hybrid Cloud product offerings. This includes everything from initial analysis and design through implementation, transition and ongoing delivery.

Act as the link between the Business Relationship Teams, IT operations, and technical specialists. The SPL will ensure services are designed and delivered to meet existing business needs and are adaptable to future demands and requirements. The role will coordinate customer testing and product launches and support customer communications and training. Managing one or more products or services, the SPL will actively scan the external landscape to identify emerging technologies and assess their relevance and potential value to the business needs.

The SPL ensures the seamless integration of all IT service components and systems, aligning with Flight Centre Travel Group’s strategic goals. You will translate high-level business objectives into actionable roadmaps, balancing long-term aspirations with short-term deliverables. As well as lead through influence across cross-functional teams to deliver high quality, user-centric services.

Day in the life:

Product Roadmap

- Define and manage the IT product roadmap in line with business objectives and user feedback

- Monitor the external environment to gather intelligence on emerging technologies

Service Ownership

- Deal with problems/issues, conduct root cause analysis, manage resolutions with corrective actions and disseminate lessons learned, driving improvement

Stakeholder Engagement

- Deal with problems and issues, manage resolution, corrective actions, and collect and disseminate information

Governance and Compliance

- Ensure all products adhere to regulatory, security and compliance requirements and maintain documentation and service catalog entries

Budget and Financial Management

- Budgeting and cost optimisation

Experience required:

- 5+ years in product/service ownership or IT service management, particularly managing Hybrid Cloud services

- Strong background in service delivery and incident/problem management

- Extensive experience within a product delivery environment

- Exposure to project, portfolio and organisational change practices (Agile/ITIL)

- Strong understanding of project, portfolio, Organisational Change Management (OCM)

- Familiar with the functioning of a PMO and a Steering Committee

- Degree in IT, Business, or related field desirable

- Information Technology Infrastructure Library ITIL Certification

- Industry qualifications in the specified product domain

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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