Service Owner

Full time, permanent
- Hybrid working - Sydney CBD Office and work from home
- Opportunity to work for a respected

**About Lifeline Australia**

Lifeline Australia is a leading national charity that enables the growth and delivery of suicide prevention and crisis support services across Australia through its member organisation network. This talented workforce of dedicated professionals includes project leads, fundraisers, technology experts, service and digital product designers, corporate services, and program staff, as well as a digital delivery team. Lifeline Australia has recently embarked on an exciting transformation journey, guided by an ambitious strategic plan to grow services, and improve accessibility for the communities that they serve. As an organisation, Lifeline Australia promotes a positive, professional work environment that holds the needs of the help-seeker at the heart of its work.

**About the role**

We are seeking a dynamic and strategic Service Owner (Counselling Services) to join our team. This is a new role within Lifeline Australia, and you will play a crucial part in laying the foundation for our service design and management practices. As a Service Owner (Counselling Services), you will be responsible for the end-to-end management of our suite of counselling services; from documenting its design to overseeing its service governance and operationalisation. You will work closely with cross-functional teams to enhance service design, improve user experience, and drive continuous improvement.

Other responsibilities include:

- Product Strategy and Planning: Help to develop and implement the product strategy for our suite of counselling services, ensuring alignment with organisational objectives and consumer needs.
- Service Design and Development: Oversee the design, development, and enhancement of these services, ensuring they are user-friendly, accessible, and effective. Continuously assess and improve the user experience, incorporating feedback from consumers and staff to enhance service quality.
- Service and Clinical Governance: Design service, clinical and quality governance activities to ensure that the day-to-day meet performance targets and deliver high-quality support.
- Risk Management: Identify and mitigate risks associated with the services, ensuring compliance with relevant regulations and standards.
- Performance Monitoring: Monitor and analyse service performance data, using metrics and KPIs to drive improvements and ensure accountability. Monitor and report on service performance, using metrics and KPIs to drive improvements and ensure accountability.

**About you**

We are looking for a trailblazer with the experience and expertise to help us build something better.

We are seeking someone with natural leadership abilities who has a passion for all things quality, risk and continuous improvement. You will have:

- Proven experience in service design or a similar role.
- A strong understanding of human centred design principles
- Experience working with subcontractors or third-party vendors.
- Bachelor’s degree in Business, Psychology, or a related field.
- Proven experience in product management, preferably in crisis, mental health or healthcare settings.
- Strong understanding of human centred design and user experience principles.

You are a change catalyst and are adept at implementing organisational-wide change management strategies to support new processes. Your interpersonal and communication skills are top-notch, and you have a well-developed understanding of IT systems, including document management systems, databases, and data analysis.

**What’s in it for you?**
- Perks: Competitive salary package, flexible working arrangements, paid parental leave and more.
- Tax-free benefits: Up to $15,900 of your income tax-free through salary packaging.
- Growth and development opportunities: Access to continuous learning and development to help you reach your full potential.
- Purposeful work: Use your skills and experience to make a meaningful difference.
- Permanent full-time position: Enjoy job stability and security with full-time work
- Dynamic work culture: A vibrant and open-door approach where ideas are valued, and individual contributions are recognized.