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Service Designer

2 weeks ago

Sydney, Australia DigiRen Full time

**About DigiRen**

At DigiRen, we passionately believe that cloud is the best place to get work done. Founded by industry experts, DigiRen is a specialized consultancy focused on helping large commercial and public sector organizations build and scale new capabilities and ways of working to realize the benefit of public cloud computing.

Through decades of combined experience, we know that success in cloud computing is less about the technology and more about implementing a "cloud operating model" that allows organizations to establish new cloud-specific capabilities, adopt and embed new tools and processes, and scale these new ways of working across the business.

DigiRen is vendor agnostic but with deep experience and understanding of hyperscale cloud technologies. We anchor our engagements on the orchestration of change and the delivery of strategic customer outcomes. As trusted advisors, we help our customers build new organizational capabilities, become self-sufficient, and take control of their cloud journey.

DigiRen operates a flat, highly collaborative, and supportive working environment. Our focus on people drives our company culture. We are an inclusive team that nurtures our people for the long term. We value diversity of experience and anyone who can drive outcomes that deliver value to our customers; DigiRen is a community that enables great work and accelerated learning.

**About the Role**

The Service Designer is responsible for designing the end-to-end service delivery process and experience for the cloud platform products and services, considering both technical and human aspects. They ensure that the services provided are efficient, effective, and meet the needs of the in-house developers and other stakeholders.

As organisations transition from transaction-based, on-prem infrastructure delivery to a cloud-based, product-centric approach, the Service Designer plays an essential role in ensuring a smooth transition. They help create a seamless, user-centric experience for in-house developers and facilitate the adoption of new products & services by focusing on the entire service ecosystem

**Requirements**:

- Experience in service design and process improvement, with a focus on Human-Centred Design principles including Double Diamond design process model.
- Strong understanding of cloud infrastructure and platform services.
- Ability to map and optimize user journeys and service blueprints, identifying pain points and opportunities for improvement.
- Excellent communication, collaboration, and stakeholder management skills, facilitating effective teamwork and knowledge sharing.
- Knowledge of user research methods and tools, such as interviews, surveys, and usability testing, to inform design decisions.
- Familiarity with prototyping and visualization techniques to effectively communicate service design concepts and ideas.
- Experience working with cross-functional teams, including product managers, engineers, and business stakeholders, to ensure alignment of service design with overall product vision and objectives.
- Continuous learning mindset to stay up-to-date with industry trends, emerging technologies, and best practices in service design and cloud infrastructure services

**DAY IN THE LIFE**
- Conduct user research, interviews, and workshops to understand the needs, pain points, and expectations of in-house developers and other stakeholders, informing the service design process.
- Collaborate with the Product Manager, Product Architect, and other team members to define the overall service strategy, including service goals, objectives, and key performance indicators (KPIs).
- Create service blueprints that illustrate the end-to-end service delivery process, including user touchpoints, front-end and back-end components, and support processes.
- Develop and iterate on service concepts, including user interfaces, workflows, and interactions, to create a cohesive and user-centric service experience.
- Prototype and test service concepts with users to gather feedback and validate design decisions before implementation.
- Collaborate with the engineering team to implement the designed service experience and continuously monitor its performance against defined KPIs.
- Facilitate communication and collaboration between different team members and stakeholders to ensure a consistent and holistic approach to service design and delivery.

**Benefits**

DigiRen is an equal opportunities employer. We passionately believe that employing a diverse workforce is central to our success. We provide highly competitive remuneration and a range of additional benefits.