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 (SAFe).
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 2026
- 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
Service Design Lead employer: NTT DATA, Inc.
AMSA is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals in the tech industry. With a strong focus on employee growth, AMSA offers continuous learning opportunities and the chance to work on cutting-edge projects within the Dynamics 365 and Power Platform ecosystem. Located in a vibrant area, employees enjoy a supportive environment that values their contributions and encourages meaningful engagement with multidisciplinary teams.
