Principal Service Designer

Resources; Melbourne; Vor Ort; AUD 90.000 - 120.000; Vollzeit

Zusammenfassung

Resources Melbourne is seeking a Principal Service Designer to guide the Communities and Families Transformation Program. You will lead discovery, shape service design, and ensure solutions align with long-term objectives across multiple government teams.

The role emphasizes human-centered design and collaboration with architects, analysts, and business leads. The position is based in Melbourne with flexible work arrangements and a focus on delivering modern, compliant ICT services for child

Qualifikationen

• Ability to communicate complex service insights clearly to senior stakeholders.
• Experience in leading discovery, problem framing, and service blueprint development.

Aufgaben

• Foster collaborative relationships by communicating service insights clearly to senior stakeholders and decision-makers to reflect cross-organisational dependencies.
• Lead workshops and co-design sessions with domain experts, business stakeholders, and technology teams to align perspectives around a common direction.
• Act as a bridge between internal teams and delivery partners to ensure alignment with the shaping process and that the solution matches the service intent.

Jobbeschreibung

Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/DFFH/788461

The Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a
safe, respected and valued life.

Our areas of focus are child protection, housing, disability, the prevention of family violence, multicultural affairs, LGBTIQA+
equality, veterans, women and youth. The work we do benefits thousands of Victorians, particularly those who are
disadvantaged and vulnerable.

We work in a variety of community-based settings, including people's homes, residential facilities and secure settings across
metropolitan, rural and regional Victoria.

We are committed to developing and supporting a workforce that is well equipped and highly motivated. All jobs can be
worked flexibly, and we encourage applications from Aboriginal and Torres Strait Islander people and people from diverse
backgrounds and abilities.

If you're having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large
print), please don't hesitate to get in touch with the contact person listed
on the ad.

THE ROLE

The Communities and Families Transformation Program (CFTP) is a large-scale service transformation program that will replace legacy case management systems and deliver modern tools to approximately 10,000 users across nine program areas in the Department of Families, Fairness and Housing (DFFH) and the Department of Justice and Community Safety (DJCS). The program will also deliver improved case management and reporting capabilities to Community Sector Organisations (CSOs) and Aboriginally Controlled Community Organisations (ACCOs). The program will redesign how services are delivered to improve efficiency and outcomes while enhancing compliance and data privacy and security.

The first tranche of work, spanning three years, has been funded by government and will deliver: replacement of IRIS (the legacy sector reporting system); service design for Child Protection; complete foundational technology design and build; and procurement.

Reporting to the Product Manager - Child Protection, the Principal Service Designer is a key role within the Communities and Families Transformation Program. The role ensures ICT initiatives are grounded in evidence, shaped by genuine user needs, and positioned for investment decisions that drive long-term value. By leading discovery processes, problem framing, and service blueprint development, the Principal Service Designer establishes the foundations for effective, coherent, and strategically sound technology outcomes.

Operating at the intersection of user needs, technology capabilities, and organisational strategy, the Principal Service Designer creates key artefacts, design principles, and evaluation criteria that guide initiative development and solution assessment. Working in partnership with enterprise architects, business analysts, and business leads, they ensure design decisions align with long-term objectives and future state architectures. They also foster strong collaboration with delivery teams to ensure solutions address cross-organisational needs seamlessly.

As a leader and advocate for human-centred design, the Principal Service Designer builds capability, models best practices, and influences senior stakeholders to embed design thinking into decision-making. Thriving in a dynamic and collaborative environment, they shape ICT initiatives to meet immediate and strategic needs, ensuring lasting impact for the organisation and its stakeholders.

ACCOUNTABILITIES INCLUDE

Foster collaborative and productive working relationships with the business and shared services delivery partners by communicating complex service insights clearly and confidently to senior stakeholders and decision-makers to ensure that service design activity reflects cross-organisational dependencies and that solutions are designed to work across organisational boundaries.

Lead workshops and co-design sessions with domain experts, business stakeholders, and technology teams to build shared understanding, surface assumptions, a nd align diverse perspectives around a common direction.

Act as a bridge between internal teams and delivery partners to ensure alignment throughout the shaping process and make sure the solution matches the agreed service intent.

Applications close Sunday 29 November 2026 at 11.59pm