Service Owner

Department of Education & Training, Victoria; Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Department of Education & Training, Victoria is seeking a capable Service Owner to oversee a portfolio of Student Administration and Health & Wellbeing digital products for Victorian government schools.

You will translate operational needs into prioritised product improvements, working with policy owners, business stakeholders and delivery teams to support effective service delivery and positive user experiences. The role contributes to major statewide digital enrolment and wellbeing initiatives.

Qualifications

• Bachelor's degree or higher in relevant field (e.g., Technology, Business)
• CRM experience (HubSpot, Salesforce etc)
• Proven experience leading others within a product team, using Agile methodologies

Responsibilities

• Own and continuously improve a portfolio of digital products and services.
• Work directly with schools to understand challenges and identify opportunities for meaningful improvement.
• Shape product roadmaps, prioritise enhancements and influence delivery decisions.
• Collaborate with policy, technology and delivery teams to turn complex requirements into practical, user-centred solutions.
• Support major digital transformation initiatives and the successful adoption of new capabilities across schools.

Skills

Stakeholder management

Agile delivery

Product lifecycle

Change management

User-centred design

Data analytics

Education

Bachelor's degree or higher

Tools

Salesforce

HubSpot

Job description

Fixed-Term/Full-Time (duration until 30 June 2028)

About the Department

The department provides a wide range of learning and development support and services. The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

About the Division

IMTD is responsible for supporting one of the largest technology networks in Victoria and leading the department's technology, digital capability, business systems and digital transformation. This network consists of Schools, Corporate and Early Childhood Education (ECE) including a school user base of more than 1500 Government schools, 50,000 teachers and 650,000 students. IMTD provides innovation and leadership in the transformation and management of the Department's digital capability through the implementation of solutions on the Department's cloud environment (IaaS), enterprise cloud platforms (PaaS) and software (SaaS), using agile practices with a focus on user experience, security, and integration. The 10-Year Digital Horizon is a strategic plan to provide schools with more technology and digital services. School Digital Services consults with schools and internal groups including Schools and Regional Services (SRS) and School Education Programs and Support (SEPS) on strategic direction to form new initiatives as well as oversee program delivery and delivery of IT services for major initiatives.

About the Role

The Service Owner is responsible for the ongoing management, operational performance and continuous improvement of a portfolio of Student Administration and Health & Wellbeing digital products and services supporting Victorian government schools. The role ensures these products and services remain effective, reliable and responsive to school operational needs by managing product backlogs, prioritising enhancements, resolving business issues and identifying opportunities to improve school administrative processes through digital technology. Working collaboratively with schools, policy owners, business stakeholders and technology delivery teams, the Service Owner translates operational needs and policy requirements into prioritised product improvements, supporting effective service delivery and positive user experiences. The role also contributes to major strategic initiatives, including the statewide expansion of digital enrolment services and the modernisation of student administration and wellbeing processes, ensuring new capabilities are effectively integrated into existing products, school practices and business-as-usual operations.

You will require strong experience with:

• Effective stakeholder management and negotiation skills, with experience working closely with policy makers, business users, and senior leaders in the education sector
• Understanding of Customer Relationship Management (CRM) systems, particularly Salesforce
• Skilled in managing product backlogs, including refining and prioritising tasks to meet project goals
• Understanding of practices, processes, and schools, serving as a key advisor for service improvements.
• Proven experience in managing change effectively to ensure smooth adoption and implementation across affected users
• Experience managing digital products across all stages of a Product Life Cycle.

What you’ll do:

• Own and continuously improve a portfolio of digital products and services.
• Work directly with schools to understand challenges and identify opportunities for meaningful improvement.
• Shape product roadmaps, prioritise enhancements and influence delivery decisions.
• Collaborate with policy, technology and delivery teams to turn complex requirements into practical, user-centred solutions.
• Support major digital transformation initiatives and the successful adoption of new capabilities across schools.

What you’ll bring:

Experience in digital product or service ownership, strong stakeholder engagement skills, and a passion for solving real-world problems. Experience with Agile delivery, CRM platforms such as Salesforce, and education technology will be highly regarded. Make a tangible difference to how Victorian schools operate, every day.

Attributes

• Flexibility and Adaptability
• Working Collaboratively
• Innovation and Continuous Improvement
• Stakeholder Management
• Experience in product management, ideally within education technology
• Proficient in using data analytics and reporting tools
• Experienced in applying change management methodologies
• Familiar with student administration and wellbeing policies and processes used in schools

Qualifications and Experience

• Bachelor's degree or higher in relevant field (e.g., Technology, Business)
• Proven experience leading others within a product team, using Agile methodologies
• CRM experience (HubSpot, Salesforce etc)
• Valid Working with Children Check

Further Information

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page Applicants requiring adjustments can contact the nominated contact person. Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au. For further information pertaining to the role, please contact Sophie Turner – Product Manager via email: [e-mail] Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence. Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g. large print) due to any viewing difficulties or other accessibility requirements. Applications close 11:59pm on 18/11/2026