Head of Service and Supplier Management

**Job no**: 526481KP
**Brand**: Product and Technology
**Work type**: Full time
**Location**: Queensland
**Categories**: Information & Technology, Leadership

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
- 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 Zealan