VIC - Melbourne - 655 Collins StReady to lead the technical direction of an enterprise Field Service Management (FSM) platformt? As Technical Lead – Field Service Management (FSM), you’ll sit at the centre of Service Stream’s FSM ecosystem (including ServiceNow and other field service technologies), setting standards, solving the tricky problems, and shaping how we build and run platforms that support essential services across Australia. This is a role for someone who loves getting into the detail—and still knows how to bring others along on the journey.

Our culture is fast-paced and friendly, and we back people who take ownership, stay hands-on, and care about the craft. We’re looking for top technical talent—people who can dive deep, make smart calls, and deliver pragmatic solutions that work in the real world.

You’ll partner closely with the Technical Lead – Integration, the Functional Lead, operational stakeholders, and delivery teams as the go-to technical authority for FSM architecture, development, and configuration. You’ll raise the bar on quality and reliability across project delivery and BAU—bringing strong engineering discipline, pragmatic governance, and a genuine passion for mentoring others.

This is a full-time, permanent role based in Melbourne with hybrid working arrangements. Australian Citizenship is required for this position.

• Own the technical architecture and design of the enterprise FSM platform, including development, configuration, and reusable solution patterns.
• Lead technical outcomes across projects and BAU to drive stability, performance, and high-quality delivery.
• Champion engineering discipline: code quality, configuration standards, test practices, and governed release management.
• Act as the primary technical authority for FSM development, scripting, configuration, and integration design.
• Partner with the Functional Lead and Technical Lead – Integration to translate requirements into robust, scalable solutions.
• Connect Business Operations, IT Operations, and Projects to ensure solutions are operationally fit-for-purpose.
• Influence delivery teams and vendors through deep technical expertise, clear standards, and structured decision-making.
• Embed best practices across security, architecture, and a configuration-over-customisation approach.
• Lead technical governance for releases, enhancements, and BAU change.
• Oversee incident, problem, and defect resolution—driving root cause analysis and reducing technical debt.
• Review and approve technical designs, code, configurations, and architecture artefacts.
• Maintain clear, current technical documentation and architecture records.
• Mentor and uplift developers and analysts to strengthen capability across the team.
• Support strong project-to-BAU transitions through structured handover and documentation.

• Stay hands-on: design, build, troubleshoot, and continually improve integrations, data flows, and platform outcomes.
• Move confidently between project delivery and BAU operations—driving continuous improvement and acting as a trusted escalation point when it matters most.

Skills and experience

To thrive in this role, you’ll bring:
• Australian Citizenship (mandatory).
• 10+ years’ experience in field systems, development, and/or platform engineering roles.
• Strong hands-on expertise with ServiceNow FSM (development, configuration, and platform best practice).
• Proven experience leading technical delivery across both project and BAU environments.
• Demonstrated ability to design, build, and support high-quality code and configurations.

You’ll also be known for:
• Influencing and communicating effectively with both technical and non-technical stakeholders.
• Lifting technical standards—introducing governance, guardrails, and pragmatic ways of working that stick.
• Experience in Defence, Telco, Transport, or Utilities (highly regarded).
• Exposure to complex field operations environments and/or mobile workforce platforms.
• Mentoring others and building team capability through coaching and technical leadership.

Qualifications

• Bachelor’s degree in IT, Engineering, Business, or a related discipline (or equivalent practical experience).
• ServiceNow certifications and/or relevant technical and delivery certifications are advantageous.

About Us

Service Stream is an ASX-listed, equal opportunity employer that builds and operates Australia’s essential service networks across telecommunications, utilities, transport, defence, and social infrastructure. Put simply: we help keep communities connected and services running—every day.

Benefits of working with us include

• Flexible working – genuine options to support how you do your best work.
• Growth – national career pathways across multiple business units and industries.
• Discounts – access to retail partners including Woolworths, Airbnb, JB Hi‑Fi, Bupa and more.
• Paid leave – parental, cultural, community service, study, volunteering and purchased leave.
• Culture – a workplace that values diversity, inclusion, and celebrating great work.

How to apply

Submit your application via the Apply button. You’ll be prompted to create a profile in our recruitment system—then you’re on your way.

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

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

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How to Apply

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