Senior Manager - Service Management

Job Description

• Fantastic opportunity to align technology strategy with business goals, while mentoring high‑performing teams to deliver impactful outcomes.
• Lead the strategic design and delivery of a technology roadmap across a product portfolio
• Full‑time permanent role based at our Head Office in Mascot

At Qantas, we present Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can‑do attitude. Together we’re strong and resilient, and we work hard to make sure we’re always at our best.

The Senior Manager, Service Management is accountable for aligning product delivery plans to enable the business to achieve their objectives & strategic outcomes – from concept through to operations. They guide and mentor cross‑functional squads and vendors to ensure features are delivered to commitments, and the products meet their service levels and are secure and resilient by design.

The Senior Manager, Service Management acts as a true business partner and senior IT leader, combining program management capability with a strong service delivery mindset. This position oversees the quality of service and operational stability across the technology landscape, including IT risk and compliance management, and contributes to ongoing service management strategies and enhancements. A strong background in Service Now and Service Management is essential.

delivery mindset. This position oversees the quality of service and operational stability across the technology landscape, including IT risk and compliance management, and contributes to ongoing service management strategies and enhancements.

You will have:

• Minimum of 10+ years’ experience in senior Digital, Product or IT roles, ideally as a Domain Lead, Product Manager or Technical Product Manager.
• The experience to lead the Group Technology Service Management function across the Qantas Group, ensuring stable and reliable technology services across Qantas Airways, Jetstar, Freight, and other business units.
• Manage Total Cost of Ownership (TCO) for Service Management products and services, ensuring costs remain below industry benchmarks.
• Lead and motivate a high performing cross‑functional team including internal and third‑party staff. performing cross functional team party staff. performing cross functional team party staff.
• Build and maintain strong relationships with stakeholders across multiple time zones to ensure alignment and delivery success.
• Maintain strategic vendor partnerships with key technology suppliers supporting Service Management services and tools.
• Stay current with SIAM, ITIL and emerging market practices to drive innovation and uplift service performance.
• Manage the annual Service Management budget of $3–4 million, ensuring value and effective allocation.
• Champion safe working practices and compliance with Qantas Group safety management systems.
• Provide overall leadership of the internal service acting as the first point of contact for all technology issues across the Qantas Group, ensuring timely and effective resolution.
• Develop and execute the product and service vision, strategy, and roadmap for the SIAM function, ensuring high value delivery through collaboration with teams and stakeholders. value delivery through collaboration with teams and stakeholders.
• Lead the Service Now strategy, including architectural understanding, CMDB ownership, and workflow optimisation.
• Own and continuously improve ITIL aligned Service Management processes, including Incident, Major Incident, Change, Problem, CMDB and Configuration Management. aligned Service Management processes, including Incident, Major Incident, Change, Problem, CMDB and Configuration Management.

If you’re successful in your application, you’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally r development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be…