Service Design Specialist

7 months ago

Parramatta, Australia Easy Authoring Full time

**12 months contract role with possible extension.**:

- **Attractive hourly pay rate up to **$900/day** **+ Super.**:

- **Hybrid work arrangement (WFH +** **Parramatta office).**:

- **Quick start**

**PURPOSE OF THE ROLE**:
You 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. You will be helping improve current Service Design principles and 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 the Service Design framework.

**KEY ACCOUNTABILITIES**:

- Ensure all service design and end to end support models are created, reviewed, and implemented.
- 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.
- 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.
- Work with the wider Digital Portfolio Management team to understand project scope and program scope for planned releases and Service Blueprints and SDPs
- Work with Digital Infrastructure team and Digital Business Program team to deliver Service Design for the cloud-based services.
- Engage with external stakeholders (Vendors) to establish their alignment to Digitals’ Service Design Framework, Operational Acceptance and Readiness Framework.

**ESSENTIAL REQUIREMENTS**:

- Minimum 3 years’ experience in Service Design and Transition.
- Experience in Agile Delivery methodologies, ideally Scrum and in depth understanding of technical project delivery.
- 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.
- Excellent communication skills, flexibility, team focus and dedication to customer service.
- 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 service organisation.
- Experience of delivering service within a multi-team, complex business environment.
- Significant experience of working within a multi-vendor environment and complex infrastructure.

**Davis**
**at**
**0485 876 070**

**About Easy Authoring**:
Established in 2006, Easy Authoring helps job seekers find the right opportunity to match their skill set and career progression. We are the authorised suppliers to NSW, ACT, QLD and the Federal government as well as multiple corporate organisations.

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