Overview
Service Product Lead (Monitoring & Observability) - South Bank, QLD. Brand: Product and Technology. Work type: Full time. Location: Queensland. Job no: 529255CB.
Flight Centre Travel Group (FCTG) our purpose is to open up the world for those who want to see. Every day, we give people all around the world the opportunity to experience something really amazing – travel!
We're looking for an experienced Service Product Lead for Monitoring and Observability to help define and drive the vision for our enterprise observability platform. We are implementing an enterprise-wide Datadog observability platform to provide unified visibility across our complex distributed technology landscape. We need an experienced Service Product Lead to define standards, drive adoption, and ensure our engineering and operations teams achieve world-class reliability, performance, and transparency across their technology stack.
This is a governance and enablement role where you'll set the vision and framework while partnering with our SIAM vendor who handles technical delivery. Our organisation operates hundreds of services across multiple business units, generating terabytes of telemetry data daily from disparate monitoring tools. We are consolidating this into a unified Datadog platform, giving engineering teams a single pane of glass for the first time. You'll be the champion of this transformation, not writing code, but setting the standards, building the community, and ensuring this investment delivers measurable business value.
Day in the lifeStrategy & Vision
* Define observability goals, success criteria, and KPIs for the Datadog platform
* Develop and maintain a 12-18 month roadmap aligned to business priorities
* Lead cross-pillar working groups with stakeholders across engineering, operations, and security
Observability Standards & Governance
* Establish a Community of Practice to define standards for logs, metrics, traces, and events
* Define integration patterns and data ingestion standards for existing monitoring tools feeding into Datadog
* Oversee tool rationalisation roadmap to reduce sprawl and drive standardisation
Platform Integration & Adoption
* Ensure seamless data ingestion from existing monitoring tools into Datadog
* Partner with ServiceNow teams to integrate observability data with AIOps, ITOM, and incident workflows
* Implement service health tracking and dependency mapping across the technology stack
* Drive cross-functional dashboard development for unified visibility
Incident Management Excellence
* Standardise incident management processes leveraging Datadog and ServiceNow
* Define RACI for observability in incident response
* Identify opportunities to improve MTTD and MTTR through better telemetry and automation
Enablement & Continuous Improvement
* Deliver training and enablement programmes to drive platform adoption
* Conduct regular observability maturity assessments with targeted improvement plans
* Optimise Datadog costs through usage governance and best practices
* Run pilot programmes for mission-critical services to prove value
Qualifications
* 5+ years in technical product management, service management, or platform engineering roles
* 3+ years working with Datadog at scale - deep familiarity with data model, dashboarding, cost drivers, and integration patterns (hands-on experience preferred but platform governance experience equally valued)
* Deep understanding of observability concepts, cloud-native architecture, and DevOps/SRE practices
* Proven ability to define and drive adoption of technical standards across federated IT service delivery models
* Experience integrating observability platforms with ITSM tools (ideally ServiceNow)
* Demonstrated success building Communities of Practice or Centres of Excellence
* Ability to balance technical depth with service-oriented thinking that prioritises ease of adoption
* Track record of optimising consumption-based platform costs through smart data governance
Nice to have
* Familiarity with ServiceNow ITOM, ITSM, and AIOps capabilities
* Experience with enterprise monitoring tool ecosystems (Splunk, New Relic, Aternity, ThousandEyes, etc.)
* Background in SRE, DevOps, or platform engineering
* Track record of driving cost efficiency in consumption-based SaaS platforms
* Experience working with managed service providers or SIAM vendors
* Product management certifications
* Understanding of cloud-native architectures (microservices, Kubernetes, serverless)
* Experience with observability maturity frameworks or assessments
What you'll enjoy
Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work.
Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability.
Development: Individualised Learning & Development pathway options.
Access to LinkedIn Learning: over 24,500 courses in over 20 languages.
Exclusive Staff Discounts: via employee portal with 350+ retailers and other benefits.
Travel Discounts: flights, hotels, tours, travel insurance and more.
Brightness of Future: career opportunities across a global network of brands.
Corporate Health Discounts: exclusive health insurance discounts for you and your family.
Mental Health: Employee Assistance Program for staff and family.
Social: regular awards, team-building and events, with opportunities to attend global conferences.
Giving Back: CSR programs with Workplace Giving, volunteering and paid leave.
Sustainability: commitment to positive environmental impact.
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