VIC - Melbourne - 655 Collins StServiceStream is looking for a hands-on Functional Lead to own and evolve our enterprise Field Service Management (FSM) platform. We’re looking for exceptional talent who’s ready to join a great company, step into a genuinely challenging role, and make a visible impact. If you love turning complex field operations into simple, scalable solutions—and you enjoy being the person people trust when it really matters—this is your role.

Our culture is fast-paced and friendly, and as a growing business we back people who take ownership, move with purpose, and bring others along with them.

You’ll shape strategy, roadmap and functional design, translating business goals into outcomes that work in the real world. You’ll coach delivery teams, lift quality through better ways of working, and keep the platform performing at its best—across BAU and project delivery.

You’ll also set the standard for Application Lifecycle Management (ALM): clear governance, reusable patterns, and consistent processes that help teams move faster without sacrificing control.

This is a permanent, full-time role based at our Melbourne HQ with genuine hybrid flexibility for the right person. Australian Citizens only. If you’re ready to make a platform-level impact, we’d love to hear from you.

• Own the functional strategy, roadmap and architecture for our Field Service Management (FSM) platform.
• Translate business needs into scalable process and system improvements that deliver measurable value.
• Provide end-to-end functional ownership of field processes, data flows and solution design.
• Lead troubleshooting across domains and integrations—connecting the dots between business impact and technical root cause.
• Mentor analysts and cross-functional delivery teams, lifting capability through coaching and practical guidance.
• Drive innovation, best-practice adoption and continuous improvement across the platform.
• Own incident triage and escalation, including root-cause analysis and prevention of recurring issues.
• Partner with stakeholders and senior leaders to align priorities, manage expectations, and make confident trade-offs.
• Strengthen documentation, governance and transition practices so changes land smoothly and stick.
• Champion a high-service mindset for internal customers, delivery partners and external stakeholders.
• Work closely with the Technical Lead (FSM) and Technical Lead (Integration) to deliver end-to-end excellence across IT Operations and project delivery.
• Deliver high-quality outcomes across BAU, projects and enhancement initiatives—balancing speed, stability and value.
• Stay hands-on: build, fix and improve functional solutions, workflows and data flows.
• Be the trusted escalation point across delivery and BAU, bringing calm structure to complex problems.

What you’ll bring

• Australian Citizenship (required).
• 10+ years’ experience across FSM product/functional leadership and enterprise application support.
• Deep FSM expertise (e.g., ServiceNow FSM, Oracle FSM and/or bespoke field solutions) and a strong understanding of integrations (APIs, sFTP, monitoring and error handling).
• Proven leadership in both BAU operations and project delivery, with a bias for action and continuous improvement.
• Excellent communication and stakeholder management skills—able to simplify complexity and build alignment.
• Confidence influencing outcomes in a matrix environment (influence without authority).
• Experience in Defence, Telco, Transport or Utilities is highly regarded.

Qualifications

• Degree in IT, engineering, business (or equivalent practical experience).
• Certifications in Agile, project management or relevant technical domains are preferred.

About ServiceStream

Service Stream is an equal opportunity, ASX-listed business that develops and operates Australia’s essential service networks across telecommunications, utilities, transport, defence and social infrastructure. We keep communities connected—and we’re proud of the work we do.

Why you’ll like working here

• Flexible working: genuine flexibility options available.
• Growth: national career pathways across multiple business units.
• Discounts: retail partners including Woolworths, Airbnb, JB Hi-Fi, Bupa and more.
• Paid leave: parental, cultural, community service, study, volunteering and purchased leave.
• Inclusive culture: we value diversity, inclusion and celebrate excellence.

How to apply

Click Apply to submit your application. You’ll be prompted to create a profile in our recruitment system.

We welcome applications from Aboriginal and/or Torres Strait Islander peoples, people with disability or neurodivergence, members of the LGBTIQA+ community, Veterans and people from all backgrounds.

Applications can’t be accepted via email. If you require reasonable adjustments during the recruitment process, please contact talent.corporate@servicestream.com.au.

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