We are seeking an experienced
Service Design Lead
to provide strategic leadership across a large-scale digital transformation environment. This role sits within an enabling services model and supports multiple delivery teams operating under a
Scaled Agile Framework (Secure)
.
The successful candidate will lead service design as a practice, uplift organisational capability, and ensure high-quality, user-centred design outcomes that align with government digital standards and organisational objectives.
Contract start:
February ****
Extension options:
Up to 3 extensions of 12 months each
Location:
Australia-wide (QLD, WA, ACT, VIC, NSW, NT, SA, TAS)
Work Right:
Must Be Australian Citizen with baseline clearance
Working arrangement:
Hybrid
Canberra-based staff: onsite at least once per week
Interstate staff: remote, with quarterly onsite attendance for planning events (vendor expense)
Key Responsibilities
Lead service design as a practice and drive maturity across the digital function
Provide governance and quality assurance through a Design Reference Group
Ensure design outputs comply with the Australian Government Digital Service Standard (v2.0) and internal service design frameworks
Collaborate with product managers, architects, and delivery teams to shape scope, backlogs, and design artefacts
Facilitate workshops and co-creation sessions with stakeholders to ideate, test,



and validate solutions
Develop and maintain service design artefacts including service blueprints, journey maps, personas, and service backbones
Continuously assess and improve design outputs to ensure they deliver value and are easily translated into working solutions
Promote innovation and best practice across service design processes and outputs
Essential Skills and Experience
Several years' experience in a
lead service design role
, producing high-quality service design artefacts in collaboration with multidisciplinary teams
Strong experience working within a
Scaled Agile Framework (SAFe)
Relevant
tertiary qualifications and/or professional certifications in service design
Proficiency with service design and research tools such as
Miro, Figma, Useberry, and Hotjar
Excellent communication, facilitation, and stakeholder engagement skills
Proven ability to manage multiple initiatives simultaneously and deliver under tight timeframes
Experience in large, complex digital environments
Familiarity with government digital standards and service delivery processes
Strong leadership presence with the ability to influence and uplift design capability across teams
This role offers the opportunity to make a meaningful impact by shaping high-quality, user-centred digital services at scale
#J-*****-Ljbffr

📌 Service Design Lead (Canberra)
🏢 Ntt Data
📍 Canberra