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 Service Product Lead (SPL) for Unified Communications you will be responsible for the end-to-end lifecycle, quality, and performance of the services that support unified comms, including communication platforms, Contact Centres and related digital services. Acting as the link between the Business Relationship Teams, IT operations, and technical specialists, the role will ensure services are designed and delivered to meet existing business needs and are adaptable to future demands and requirements. You'll coordinate user testing, service launches, training, and communications and proactively identify emerging collaboration technologies that can add value to the business. Managing one or more products or services, you will actively scan the external landscape to identify emerging technologies and assess their relevance and potential value to the business needs. If you enjoy influencing teams, as well as ensuring the seamless integration of all IT service components and systems, aligning with FCTG's strategic goals, and translating high-level business objectives into actionable roadmaps, balancing long-term aspirations with short-term deliverables, we encourage you to apply! Day in the life: Define and manage the roadmap for Unified Communication and Contact Centre services Monitor the market for emerging Unified Communication and Contact Centre technologies and prioritise enhancements based on user feedback Deal with problems/issues, conduct root cause analysis, manage resolutions with corrective actions and disseminate lessons learned, driving improvement Manage problems and issues to ensure a resolution and corrective actions are taken Collect and disseminate information Ensure all products adhere to regulatory, security and compliance requirements and maintain documentation and service catalog entries Manage budgeting and cost optimisation You'll be perfect for the role if you have: 5 years in IT product or service management in Unified Communications and Contact Centre services. Strong technical knowledge of Unified Communications Platform (e.g. Genesys Cloud, Optus Cloud Calling, Webex Calling) and Carrier services. Exposure to project, portfolio and organisational change practices (Agile/ITIL) Extensive experience within a product delivery environment Strong understanding of project, portfolio, Organisational Change Management (OCM) Familiar with the functioning of a PMO and a Steering Committee A Bachelor’s Degree in IT, Business, or related fields Product Management Certification ITIL 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
