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 doingAs 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 driveCommercial Technology domain architectureoutcomes, including capability maps, domain boundaries, target-state roadmaps, and transition states.Define Commercial domain architecture—capabilities, boundaries, roadmaps, and transition statesAlign domain architecture with enterprise standards, strategy, and governanceEnsure solutions follow integration standards and deliver fit‐for‐purpose, reusable interfacesPartner with Loyalty, Digital, and other domains to design seamless end‐to‐end customer journeysCollaborate with platform teams to meet performance, security, and resilience requirementsMaintainclear, accurate architecture artefacts in LeanIXProvide practical guidance to delivery teams to simplify and accelerate deliveryInfluence 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 commercialStrong understanding of architecture practices and contemporary delivery (Agile/hybrid)Expertise in airline retailing, pricing, distribution, order management, loyalty, or paymentsExperience modernising legacy tech and/or adopting offer/order‐based retailingStrong knowledge of integration patterns (REST/GraphQL, events, async flows)Solid data architecture and semantic consistency skillsExcellent communication and stakeholder management abilitiesExperience in complex, vendor‐rich, high‐availability environmentsWorking knowledge of privacy, data protection, and secure‐by‐design principlesWe'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 needsOne 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 roadDiscounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwideCheaper hospitality, retail, technology, beauty and wellness servicesFree 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 winsWe'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 (Brisbane)
🏢 Virgin Australia
📍 Brisbane