• Shape and champion the Service Management, SIAM and ServiceNow strategy for one of Australia’s most iconic organisations.  
• Drive continuous improvement across ITIL-aligned SIAM processes, uplifting CMDB quality and enhancing operational stability across the technology landscape.  
• Full-time permanent role based at our Head Office in Mascot 

At Qantas, we represent Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can-do attitude. Together we’re strong and resilient, and we work hard to make sure we’re always at our best.  

The Senior Manager, Service Management is accountable for defining, articulating and championing the strategy for Service Management, SIAM and ServiceNow across the Qantas Group. They shape the vision and roadmap for how technology services are managed, measured and continuously improved – from strategic design through to operational excellence – ensuring services are secure, resilient and aligned to business objectives.  

The Senior Manager, Service Management acts as a true business partner and senior IT leader, with the ability to clearly communicate and champion the Service Management strategy with senior stakeholders. The successful candidate will bring deep expertise in ServiceNow and ITIL-aligned processes, with a proven ability to uplift and maintain CMDB quality, drive meaningful improvements in quality of service, and lead the organisation toward greater operational stability. A strong background in Service Management and SIAM is essential.

You will have: 

• Minimum of 10+ years’ experience in senior IT or Service Management roles, with deep expertise in SIAM, ITIL frameworks and ServiceNow strategy and architecture.
• The experience to lead the Group Technology Service Management function across the Qantas Group, ensuring stable and reliable technology services across Qantas Airways, Jetstar, Freight, and other business units.  
• Manage Total Cost of Ownership (TCO) for Service Management products and services, ensuring costs remain below industry benchmarks.  
• Lead and motivate a high-performing cross-functional team, including internal staff and third-party providers, fostering a culture of accountability, continuous improvement and service excellence.
• Build and maintain strong relationships with senior stakeholders across the Qantas Group, acting as a trusted advisor and advocate for the Service Management strategy.
• Maintain strategic vendor partnerships with key technology suppliers supporting Service Management services and tools.  
• Stay current with SIAM, ITIL and emerging Service Management practices, applying industry insights to continuously refine strategy and uplift service performance across the Group.
• Manage the annual Service Management budget of $3–4 million, ensuring value and effective allocation.  
• Champion safe working practices and compliance with Qantas Group safety management systems.  
• Provide overall leadership of the internal service acting as the first point of contact for all technology issues across the Qantas Group, ensuring timely and effective resolution.  
• Define, articulate and champion the strategy and roadmap for the SIAM function, clearly communicating the vision to senior stakeholders and cross-functional teams to drive alignment and high-value outcomes.
• Lead and champion the ServiceNow strategy, including architectural direction, CMDB ownership and quality uplift, and continuous workflow optimisation to maximise platform value.
• Own and continuously improve ITIL-aligned Service Management processes – including Incident, Major Incident, Change, Problem, CMDB and Configuration Management – driving measurable uplift in process maturity and quality of service.