• Lead and develop a team of Team Leaders, Assistant Team Leaders, and Technical Analysts across Customer Delivery, Vendor Management, Reporting and Incident Management
• Own SLA performance, queue health, escalation management, and breach response across all supported corporate brands
• Drive the automation and process improvement roadmap
• Lead change readiness and adoption planning for system migrations, platform transitions, and new application onboarding - ensuring the team and support land safely through every change
• Manage concurrent projects and competing priorities across a dynamic pipeline of in-flight work
• Manage application support across a suite of niche corporate travel platforms and internal business tools
• Oversee local and global incident management processes
• Act as the key liaison with executive stakeholders and leadership teams
• Own executive reporting and performance presentations to senior leadership
• Manage headcount, resourcing, onboarding, performance reviews, and team planning
• Partner with Deployment, Product, Engineering, and PMO to onboard new applications, resolve blockers, and shape future support capability
• Foster a team culture built on recognition, knowledge sharing, and continuous improvement

• Minimum 3 years' proven people leadership experience within IT/application support or a technical operations environment
• Demonstrated experience owning SLA performance, escalation management, and operational reporting at a team or department level
• Strong stakeholder management skills - comfortable operating from analyst level through to CTO
• Solid understanding of incident, service, and change management workflows; ITIL Foundation preferred
• Hands-on exposure to automation or low-code platforms such as Power Automate or Power Apps - highly advantageous

• Experience in the travel industry or with niche corporate travel technology platforms
• A Certificate or Diploma in IT, Business Systems, or Computer Science
• A project or change management certification

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 2026)  

🙏🏼 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