Service Integration and Management (SIAM) Practice Manager - South Bank, QLD

Queenslandmid

Practice ManagerHealthcare Non-Clinical

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Quick Summary

Overview

At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day,

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Practice ManagerHealthcare Non-Clinical

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!

We're looking for an experienced SIAM Practice Manager to play a critical role in governing and optimising IT Service Management (ITSM) practices across a complex multi-vendor environment.

You'll own, design, standardise, and continuously improve key ITSM processes, ensuring consistent service delivery and strong governance across internal and external service providers. You'll act as the custodian of process integrity, partnering with Service Integrators and suppliers to drive compliance, performance, and continuous improvement.

If your looking for a strategic role focused on governance, policy, and end-to-end process ownership rather than operational execution, we encourage you to apply!

Day in the life:

Overseeing the governance and performance of our Service Integrator, ensuring IT Service Management (ITSM) delivery stays compliant with organizational policy and contractual obligations
Manage and oversee the Service Integrator's day-to-day performance against SLAs, KPIs, and contractual commitments
Monitor compliance with internal IT policies, governance frameworks, and ITSM best practices
Lead service review meetings, audits, and escalations with the Service Integrator and underpinning suppliers
Drive continuous service improvement initiatives across the SIAM ecosystem
Identify and remediate process gaps, risks, and recurring compliance issues
Report on service integrator performance to senior stakeholders

You'll be perfect for the role if you have:

5 + years' experience managing or working within a SIAM (Service Integration and Management) operating model
Experience managing or working within a SIAM (Service Integration and Management) operating model
Direct experience overseeing or working closely with a Service Integrator or outsourced ITSM provider
Strong understanding of core ITSM processes (incident, problem, change management etc.)
Excellent stakeholder management, negotiation, and vendor governance skills
Direct experience overseeing or working closely with a Service Integrator or outsourced ITSM provider
Strong understanding of core ITSM processes (incident, problem, change management)
ITIL certification
Excellent stakeholder management, negotiation, and vendor governance skills
Even better if you have experience with the following ITIL processes:
- Service Design
- Availability Management
- Capacity and Performance Management
- Service Continuity Management
- Monitoring and Event Management
- Release Management
- Service Validation and Testing
- Deployment Management