Service Delivery

**Job no**: 517430

**Brand**: Flight Centre Travel Group

**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

The Service Delivery & Integration lead is a pivotal multi-dimensional role managing the interplay between external service providers, internal technology teams and delivery of initiatives aligned with Global Transactional finance strategy.

In this role you'll be responsible for overseeing the end-to-end service delivery process, ensuring that services are delivered efficiently, effectively and in accordance with agreed upon service levels, and in compliance with information security policies. The role is also responsible for integrating new services into the service portfolio, and for vendor management activities to ensure third parties are meeting their contractual obligations and delivering high-quality products and services.

If you'd like to be part of the team who deliver foundations that enable Flight Centre Travel Group to transform and grow, please apply

**Day to day**:

- Manage the end-to-end service delivery process, including service design, service transition and ongoing service operation
- Develop and maintain service delivery policies, procedures, and guidelines to ensure consistent and effective service delivery
- Responsible for defining and reporting of agreed service deliverables and performance against SLA metrics
- Management, monitoring and reporting of service requests, incidents for both tickets raised to the transactional finance team, and those raised by transactional finance team
- Escalate system performance, stability and availability issues to relevant resolver groups and monitor major incident and scheduled outages notifications that impacts service availability
- Ensure knowledge share on proper use of business systems, co-ordinating internal trainings/demos & creation of knowledge articles
- Responsible for license management - identifying opportunities for cost savings
- Ensuring adherence to Technology standards and policies and industry standards and regulations such as ITIL and ISO 27001 and coordinating related security audits (eg. PCI, IT General Controls etc.)
- Accountable for identification, management and risk mitigation activities associated with continued service delivery to the business
- Identify, evaluate and onboard vendors that can provide high-quality services that meet the business needs
- Responsible for creation, and management of KPI’s and SLA’s to measure vendor performance, conduct regular governance meetings and identify opportunities for cost savings and process improvements
- Conduct regular vendor reviews and audits to ensure that the vendors are complying with the organisation’s policies and standards
- Understand product roadmaps that may directly impact transactional finance team operations and coordinate any activities required to support the organisation’s initiatives
- Analysing vendors and internal business processes for optimisation initiatives and solutions
- Lead and deliver ad-hoc business improvement initiatives such as Robotic Process Automation overseeing requirements, build, testing, change management and transition solution or process improvements into Business-as-usual operational state

**Who are you..**
- 5+ years of demonstrated experience and ability to manage multiple vendors and projects simultaneously
- Proven project delivery experience with solid understanding of the software delivery lifecycle and ability to lead cross-functional teams and manage timelines and budgets
- Experience in ITIL and service delivery
- Experience in process mapping and understanding of end-to-end workflows
- Finance system experience or understanding financial processes would be advantageous
- Strong knowledge of vendor management best practices, including vendor selection, contract negotiation, and vendor performance management

**You'll earn brownie points with**:

- Finance / Information Technology degree

**Occasional flexible working hours will be required - early finishes or late starts (Global role)**

**What you'll enjoy...**
- Tick destinations off your bucket list with our discounts on travel and accommodation
- Employee Share Scheme through EquatePlus
- Access to in-house financial and health services, internal 24/7 gym and End-of-Trip Facility
- Receive ongoing training and professional development through the Flight Centre Landing
- Excellent hybrid working model
- Preference for internal progression through** Brightness of Future**: Employees have the right to see a clear pathway to achieving career ambitions
- Global career opportunities in a network of brands and businesses at your fingertips
- Proud **Corporate Social Responsibility** platform through th