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
Solid 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 $**** 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.
#J-*****-Ljbffr

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