Service Integration and Management

Various FCTG Head Office Locations

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 SIAM Practice Manager you will play a critical governance and oversight role in managing and ensuring the effective integration and operation of processes across multiple service providers. The primary purpose is to own, design, standardise, and improve key ITSM practices (such as incident, change, problem, management etc.) within a multi-vendor SIAM model, ensuring consistent, efficient, and aligned service delivery across all external and internal suppliers.

Acting as the custodian of practice integrity— establishing and enforcing standards, monitoring performance, and driving continuous improvement across the service landscape. The role serves as the escalation and decision point for process disputes, work with the Service Integrator and vendors to resolve process-related issues and ensure compliance with contractual and regulatory requirements. The focus of this function is not on execution but on governance, policy, and end-to-end process ownership.

Day in the life:

Practice Governance & Ownership

• Define and maintain the end-to-end process framework and documentation (RACI, workflows, KPIs)
• Ensure all providers adhere to agreed processes and policies.
• Maintain alignment of SIAM processes with Information Technology

Infrastructure Library (ITIL) best practices

• Collaboration & Alignment Work closely with the Service Integrator to ensure multi-vendor collaboration
• Facilitate process forums, governance meetings, and working groups
• Act as the escalation point for unresolved process issues

Performance Monitoring

• Define and track KPIs/SLAs for the process domain (e.g. Incident Resolution Time)
• Analyse performance data, identify bottlenecks, and drive improvements
• Produce and review process health reports with the SIAM lead and governance teams

Continuous Improvement

• Identify improvement opportunities in processes, tools, or vendor compliance
• Run process maturity assessments and improvement programs
• Drive standardisation across regions or providers where appropriate

Change & Risk Management

• Ensure that process changes are well-governed and communicated.
• Participate in Change Advisory Boards (CABs) or process-specific governance bodies
• Mitigate process-related risks and ensure compliance with audit and regulatory requirements

Stakeholder Engagement

• Engage with internal stakeholders (e.g. Business Relationship Managers, IT Ops, Service Delivery Managers) to gather feedback
• Act as a trusted advisor on best practices and SIAM process adoption

Role requirements:

• 5+ years in Information Technology Service Management (ITSM) as well as asset management and configuration management 
• Experience with multi-vendor environments or shared services models
• Hands-on experience implementing or governing ITIL/SIAM-aligned processes (e.g., Asset management and configuration)
• Bachelor's degree in a relevant field such as: Information Technology, Computer Science, Information Systems or Business Administration (with IT focus) or equivalent experience (e.g., extensive ITSM/SIAM experience) as a substitute for formal education
• SIAM Foundation Certification (e.g., EXIN or BCS SIAM Foundation)
• ITIL 4 Foundation
• COBIT

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

 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