This is a Service Management Office & Support Lead role with Virgin Australia based in Brisbane, QLD, AU Virgin Australia Role Seniority - mid level, senior More about the Service Management Office & Support Lead role at Virgin Australia 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… As the Service Management Office & Support Lead you will be responsible for leading the strategic direction and day-to-day operations of the Service Management Office and managing strategic third-party vendors. This role ensures the delivery of high-quality IT services that align with business objectives while maintaining operational excellence and continuous improvement across all service management functions. This role can be based in Brisbane or Sydney (If Sydney base has to able to travel to Brisbane frequently). Key Responsibilities… Lead the strategic direction and daily operations of the Service Management Office Own and uplift ITSM processes including incident, problem, change, request and configuration management. Establish and manage service management frameworks, policies and standards. Lead and support a service management team, including offshore resources. Manage strategic third‑party vendors. Embed continuous improvement, automation opportunities and efficiency gains. Oversee governance, compliance, CAB and audit requirements. Maintain strong knowledge management and documentation. You’ll be great in this role if you have… Extensive experience in IT service management including at least 3-5 years in a leadership role ITIL v4 Managing Professional/Expert certification. Experience leading ITSM practices and managing third‑party suppliers. Experience with ITSM tools. Strong leadership, communication and customer‑focused mindset. 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. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Virgin Australia team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading strategic direction Managing ITSM processes Overseeing governance and compliance Key Strengths ️ IT service management ITIL v4 Managing Professional/Expert certification Leadership and communication skills ️ Experience with ITSM tools A Final Note: This is a role with Virgin Australia not with Hatch.
