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 our 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. You will ensure the delivery of high-quality IT services that align with business objectives while maintaining operational excellence and continuous improvement across all service management functions. Report to theManager, Technical Solutions

and work closely with themto drive Commercial Technology domain architectureoutcomes , including capability maps, domain boundaries, target-state roadmaps, and transition states. Define Commercial domain architecture—capabilities, boundaries, roadmaps, and transition states Align domain architecture with

enterprise

standards, strategy, and governance Ensure solutions follow integration standards and deliver fit‑for‑purpose, reusable interfaces Partner with Loyalty, Digital, and other domains to design seamless end‑to‑end customer journeys Collaborate with platform teams to meet performance, security, and resilience requirements Maintainclear, accurate architecture artefacts in LeanIX Provide practical guidance to delivery teams to simplify and accelerate delivery Influence outcomes across vendors, partners, and shared commercial platforms.



You’ll be great in this role if you have… 10+ years as a Domain Architect or similar role in commercial Strong understanding of architecture practices and modern delivery (Agile/hybrid) Expertise in airline retailing, pricing, distribution, order management, loyalty, or payments Experience modernising legacy tech and/or adopting offer/order‑based retailing Strong knowledge of integration patterns (REST/GraphQL, events, async flows) Solid data architecture and semantic consistency skills Excellent communication and stakeholder management abilities Experience in complex, vendor‑rich, high‑availability environments Working knowledge of privacy, data protection, and secure‑by‑design principles 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 excellent 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.

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📌 Service Management Office & Support Lead (Brisbane)
🏢 Virgin Australia
📍 Brisbane