Service Management Office & Governance Lead
Internal title: Service Management Office & Support Lead

Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions

What you'll be doing…

In this role, you will lead the strategic direction, governance, and day-to-day operations of Virgin Australia’s Service Management Office.

Reporting to the Head of IT Commercial & Governance, this role plays a key part in maturing and enhancing service management capability across the CIO Division. You will influence service performance outcomes, strengthen governance practices, and ensure our IT services, processes and strategic vendor partnerships support business objectives while delivering an exceptional experience for our people and customers.

This is an opportunity for an experienced IT Service Management leader to drive continual improvement, uplift service management maturity and partner with stakeholders across technology, the business and strategic suppliers in a complex enterprise environment.

This role can be based in Brisbane or Sydney. Regular travel to Brisbane will be required for Sydney-based candidates.

Key Responsibilities…

Service Management Leadership & Governance

• Lead the ongoing maturity, effectiveness, strategic direction and continual improvement of the Service Management Office, ensuring alignment to ITIL best practices.
• Define, maintain and govern enterprise service management policies, frameworks, standards and operating models.
• Establish and monitor service management KPIs, SLAs, XLAs, operational health metrics and governance reporting.

ITSM Practice Ownership

• Own and continuously improve enterprise ITSM practices, including Incident, Major Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management.
• Ensure governance, compliance and measurement frameworks are established for all ITSM practices.
• Chair or oversee governance forums including Change Advisory Board (CAB) and service review forums.

Service Performance & Operational Resilience

• Drive service performance outcomes through proactive service review, trend analysis and continual improvement.
• Lead governance of major incidents, root cause analysis, problem management ensuring lessons learned and improvement initiatives are embedded following service disruptions.
• Partner with technology teams to improve service reliability, availability, resilience and operational readiness.

ServiceNow & Reporting Governance

• Provide governance and strategic oversight of the ServiceNow platform, ensuring effective service management processes, automation, and workflow optimisation.
• Ensure accurate service reporting, dashboards, service metrics and management information are available to stakeholders.

Supplier & Commercial Governance

• Manage strategic service providers and managed service partners to ensure service quality, value delivery and contractual performance obligations are achieved.
• Lead supplier governance forums, performance reviews and service improvement programs.
• Partner with commercial and procurement stakeholders to support service contracts, financial governance, service consumption reporting, and value realisation.

Leadership & Stakeholder Management

• Lead, coach and develop a high-performing service management team, including offshore resources.
• Build strong relationships across technology, business, supplier, and executive stakeholders to influence decision-making and drive outcomes
• Foster a culture of accountability, customer focus, collaboration and continual improvement.

You'll be great in this role if you have…

• Extensive experience in IT Service Management within complex enterprise environments, with demonstrated leadership across Service Management, Service Governance, Service Delivery, SMO or IT Operations functions.
• Proven success designing, implementing and maturing enterprise ITSM practices and governance frameworks.
• Strong experience leading Incident, Problem, Change, Service Level and Supplier Management processes.
• Demonstrated success driving service maturity, operational excellence and organisational change initiatives.
• Proven ability to manage strategic vendors, managed service providers and outsourced technology partners.
• Strong understanding of operational resilience, major incident governance and service performance management.
• Experience using ServiceNow for service management, reporting, workflow automation and governance.
• Excellent stakeholder engagement, communication, facilitation and influencing skills with the ability to balance strategic thinking and operational execution.

Essential Qualifications

• ITIL v4/v5 Foundation certification (or equivalent demonstrable ITIL experience):
• Relevant tertiary qualification in Information Technology, Business, Engineering or related discipline, or equivalent experience.

The following will be highly regarded:

• ITIL v4/v5 Practice Manager, Managing Professional or Strategic Leader certification.
• Experience working within highly regulated, safety-critical or operationally intensive environments.

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style. Work from home or the office, adapt your location to suit your style and needs
• One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQIA+ community, and anyone else who wants to join our family.

Ready to apply? We’re ready to hear from you. Apply now.