Digital Service Design Specialist

Digital Service Design Specialist

Category: Information Technology

• Parramatta base location – with flexible/hybrid working site.
• Full time permanent role

What will you be doing?

To provide a range of Service Design services to support the ideation process using rapid iteration, disruptive thinking and a 'fail fast approach'. The role will ensure all Service Design and end to end support models are created, reviewed, and implemented for any changed or new services delivered by Digital projects. This role will need to adhere to and help improve our Service Design principles. The role will further support business transition into new ways of working. The key focus of the role would be to ensure projects align to the ITIL service management framework by aligning to our Service Design framework.

Your role will involve:

• Ensure all service design and end to end support models are created, reviewed, and implemented for any changed or new services delivered by Digital projects and be familiar with their service offering.
• Provide a range of design solutions and creative thinking to enable service design, characterised by rapid iteration disruptive thinking and a ‘fail fast’ approach to support achievement of project business objectives.
• Work within the project teams as a service design specialist to collectively ensure integration of co-design principles and practices into the design process.
• Update Service Catalogue and associated OLAs and SLAs where required for Digital Projects
• Enable 'Shift left' and adopt Agile approach towards Service Design and Service Transition for programs and projects.
• Enable support around Product documents (like Technical Application Design (TAD) and Operational Support Guide (OSG) for Document Review and Submission process.
• Prepare Organise workshops to communicate key themes and to achieve alignment on key success factors - from stakeholder interviews and inception workshops to achieve alignment on key success factors.
• Develop/contribute to user journey maps from Service Design perspective.
• Interpret evidence-based research and incorporate the respective information into driving the Service Design experiences.
• Define and maintain Service Risk Register for the project’s Service Acceptance identifying risks, issues, and opportunities that align to governance. Escalate where required to the Project Manager for the major risks.
• Build and maintain effective working relationships with internal and external stakeholders ensuring that they have the understanding and alignment to the defined processes.
• Apply a continuous improvement lens to process and systems required to deliver services to customers, through the various ITIL processes.
• Work with other delivery managers in Digital to understand upcoming quality risks and develop plan to mitigate these risks.
• Work with Digital Infrastructure team and Digital Business Program team to deliver Service Design for the cloud-based services.
• Work with other areas of the Acceptance team to ensure adherence to timelines, and adherence to the Document Review and acceptance process.
• Engage with external stakeholders (Vendors) to establish their alignment to Digitals’ Service Design Framework
• Engage with external stakeholders (Vendors) to establish their alignment to Digital’s Operational Acceptance and Readiness Framework

What’s in it for you.

• Flexible/Hybrid working.
• Parking options available
• Childcare allowances
• Up to 18 weeks paid parental leave.
• Novated lease options
• Fitness Passport offering access to hundreds of gyms and pools around NSW.
• Flu vaccinations and discounted options on health insurance membership providers.

Department Overview:

The Digital Acceptance team enables and supports the Release Management, Change Management, Service Design and Service Acceptance processes across Digital, enabling Sydney Water to meet its strategic objectives.

Who are we looking for?

• Experience in Agile Delivery and in depth understanding of technical project delivery. Hands on working knowledge of Agile methodologies, ideally Scrum.
• Exceptional interpersonal skills including the ability to communicate techno-functional details, the ability to articulate complexity, strategy; and the ability to influence and bring others on the journey with you.
• Excellent analytical skills including proven experience in analysing and interpreting Service Design failures, preparing, and presenting analysis and reports, dealing with challenges creatively and achieving business-focused solutions.
• Commercial acumen and business understanding
• Excellent communication skills, flexibility, team focus and dedication to customer service.
• Minimum 3 years’ experience in Service Design and Transition or equivalent experience in IT Service Management roles.
• Experience in working on complex pieces of work / programs / transformations for business-critical systems at the enterprise level (especially involving a move to cloud focused environments)
• Relevant experience in IT Service Management working in a complex IT enterprise environment which includes offshore, outsourced IT engagements (ITIL v3 or v4 Certification)
• Extensive experience working in an operational or service delivery team within a managed services organisation.
• Experience of delivering service within a multi-team, complex business environment
• Significant experience with leading stakeholder engagement with ability to provide subject matter expertise.
• Significant experience of working within a multi-vendor environment and complex infrastructure 
• Time critical milestone adherence for business-critical projects
• Ensuring appropriate and timely stakeholder engagement
• Degree qualified in information technology, business, computer science or similar and/or equivalent industry experience, with ITIL Foundation certification ideal.
• Demonstrated experience in the development of customer and service strategies and solutions.
• Demonstrated experience in Service Design, Design Thinking/Human Centred Design or an equivalent discipline.

Does this sound like you? Apply now.

We support you through the application process and can modify as needed – let us know what you need.

Closing date: 15 March 2024

Please see the position description for the role’s full accountabilities.

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information, you can contact recruitment@sydneywater.com.au

Sydney Water welcomes you to apply if you feel you meet the selection criteria. The successful completion of a Criminal History Check and Medical Assessment form part of the application process.

Please advise if you require any adjustments to actively participate in the application and recruitment process.

We want your perspective and ideas to help us find better ways to delight our customers, so we encourage you to apply no matter your age, sex or culture. You can be part of a committed, highly skilled team who’ll appreciate what you bring to the table. You’ll set and achieve real goals and make decisions that matter, as together we help shape the lifestyle of greater Sydney.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application