Technical Product Owner - Service Management

• Align Qantas technology strategy with business goals, guiding high‑performing teams to deliver secure, resilient ServiceNow‑enabled outcomes. 
• Lead the Service Management / ServiceNow technology roadmap, driving continuous improvement and uplifting service performance across Qantas 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 Technical Product Owner - Service Management is accountable for aligning product delivery plans to enable the business to achieve their objectives & strategic outcomes – from concept through to operations. They guide and mentor cross-functional squads and vendors to ensure features are delivered to commitments, and the products meet their service levels and are secure and resilient by design.  

The Technical Product Owner - Service Management acts as a true business partner and senior IT leader, combining program management capability with a strong service delivery mindset. The role is responsible for continuous improvement, uplifting service performance and fostering innovation. This position oversees the quality of service and operational stability across the technology landscape, including IT risk and compliance management, and contributes to ongoing service management strategies and enhancements. A strong background in ServiceNow and Service Management is essential, with experience across ServiceNow, CMDB, Design–Run processes, Change Management, and Service Desk operations delivery.  

You’ll have:  

• 7–10+ years’ delivery experience as a senior IT Business Partner and IT Manager overseeing a portfolio of business‑facing applications. 
• Expert stakeholder management and influencing capability across business, technology, vendor and executive functions. 
• Strong people‑leadership skills and experience, embedding a culture of continuous improvement. 
• Ability to provide technical and commercial thought leadership across plan, build and run functions, with the capability to manage a complex and continuously evolving technology landscape. 
• Ability to apply analytical and critical‑thinking skills to solve, or lead the solving of, highly complex strategic problems at scale. 
• Able to work cross‑functionally and align business‑unit processes with enterprise‑wide processes. 
• Extensive hands‑on experience with ServiceNow and Service Management, including CMDB, architecture, governance and data‑quality management. 
• Strong capability across Technology Asset Management (TAM) and Design–Run processes covering service design, transition and operations. 
• Proven expertise in Change Management and Service Desk operations, including workflow optimisation and incident/problem management. 
• Ability to drive ServiceNow platform maturity, ensuring adoption of best‑practice frameworks and maximising platform value for the business. 

Why Qantas?   

If you’re successful in your application, you’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.   

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we have got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.    

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.   

• We love to travel: Enjoy discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.   
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave and additional purchased leave options.    
• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure, and entertainment. You can also take advantage of our salary packaging for everything from motor vehicles to electronic devices.   
• We’ll support your wellbeing: Whether its learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.   

Qantas is an equal opportunity employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.  

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications will close by the 2nd March 2026