Functional Lead - Field Service Management

Overview

ServiceStream is looking for a practical, hands-on Functional Lead to drive our enterprise FSM platform. You\'ll roll up your sleeves as the FSM expert, leading innovation, solving real-world challenges, and setting high standards. Your influence will guide and support teams, directly impacting platform success.

You\'ll take charge of driving strategy, roadmap, and solution design, turning business needs into practical results. As the go-to expert, you\'ll mentor teams, improve performance, and keep our platform running at its best.

You will establish best practice Application Lifecycle Management (ALM) standards and implement common processes using reusable patterns to ensure consistency and efficiency across the platform.

This permanent, full-time position offers in-office collaboration at our Melbourne headquarters plus flexible hybrid work. Australian Citizens only—apply now to be part of something exceptional.

About the Role

• Lead strategic planning, roadmap development, and functional architecture for Field System Management (FSM) Platforms.
• Translate business needs into scalable FSM solutions and improvements.
• Take functional ownership of end‑to‑end field processes and system design.
• Resolve complex technical and business issues across multiple domains and integrations.
• Mentor and guide analysts and cross-functional delivery teams.
• Drive innovation, best practice adoption, and continuous improvement across the platform.
• Oversee incident triage, root‑cause analysis, and prevention of recurring issues.
• Manage stakeholder expectations and influence senior leaders to align priorities.
• Ensure documentation standards, governance, and transition processes are strong and consistent.
• Foster excellent customer service for internal and external stakeholders.
• Work alongside the Technical Lead – FSM and Technical Lead – Integration to ensure full end to end excellence in IT Operations and project delivery.
• Deliver high‑quality outcomes across BAU, projects, and enhancement initiatives.
• Roll your sleeves up and build, fix and improve existing and new functional outcomes and data flows
• Traverse both the project delivery world and BAU IT Operations, driving best practice, fixing problems and being a trusted escalation point

Skills and Experience

• Must be an Australian Citizen
• 10+ years in FSM application support, Functional Lead and Product Management.
• Deep expertise with ServiceNow FSM, Oracle FSM, custom field solutions, and understand integrations (APIs, sFTP, error handling).
• Proven leadership in both BAU and project delivery environments.
• Strong communication, negotiation, and stakeholder management skills.
• Demonstrated ability to influence without authority in matrix environments.
• Experience in Defence, Telco, Transport, or Utilities (highly regarded).

Qualifications

• A degree in IT, engineering, business, or equivalent experience.
• Advanced certifications in Agile, project management, or relevant technical domains (preferred).

About Us

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 industries. We keep communities connected.

Benefits

• 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.
• Culture – a workplace that values diversity, inclusion and celebrates excellence.

How to apply

Please submit your application using the Apply button, where you’ll be directed 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 individuals from all diverse backgrounds.

Applications will not be accepted via email. If you require reasonable adjustments during the recruitment process, please contact