Service Design Manager

About us

At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.

VicRoads empowers our people to learn and grow- focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.

VicRoads is progressing too. In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf.

We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety.

• Annual salary range:
  Commensurate with experience
• Employment type:
  Permanent / Ongoing
• Usual work location:
  180 Lonsdale Street, Melbourne / Work from Home

About the opportunity

This is an exciting opportunity to lead service design at VicRoads as the Service Design Manager within the Product and Experience team. You'll play a key role in shaping end-to-end service experiences that meet the needs of customers, staff, and stakeholders. Working collaboratively across disciplines, you'll apply human-centred design and modern frameworks to drive strategic outcomes.

As a leader, you'll guide multidisciplinary teams through all phases of the design process, while also embedding best practices and maturing service design capability across the organisation. This role offers the chance to influence service strategy, scale operations, and make a lasting impact on the community.

About you

You are a strategic service design leader with deep expertise in human-centred design and a passion for creating accessible, impactful services. You bring a proven ability to align customer needs with enterprise goals, build high-performing teams, and embed service design practices that deliver measurable value across digital and physical service channels.

• Grow and lead high-performing design teams, building capability, supporting professional development, and nurturing a culture of creativity and inclusivity.
• Manage and enable organisational engagement with service design, working with executives and teams to build familiarity, capability, and confidence in applying design at scale.
• Lead the development and execution of service design strategy, ensuring alignment with enterprise priorities, policy objectives, and operational realities.
• Champion human-centred design at scale, delivering accessible, inclusive, and seamless services across digital and physical channels.
• Turn insights into action, establishing frameworks for research, mapping, and validation that drive measurable improvements for customers and the community.
• Foster cross-functional collaboration, building alignment across product, policy, operations, technology, and executive teams through strong governance and a clear design vision.
• Oversee service design operations, including tooling, resourcing, workflows, and delivery processes to ensure consistency, efficiency, and scalability.
• Influence enterprise decision-making through compelling storytelling, data-driven insights, and service design expertise that shapes policy, investment, and strategic outcomes.
• Qualifications in design or related field, with formal training in service design.
• 10+ years' experience in service design, including team leadership and customer-focused delivery

Our culture

Innovation powers progress, but it doesn't come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we're proud our workforce reflects the community we work for.

What we offer

• Salary packaging, Fitness Passport & discounts to hundreds of retailers
• Opportunities for professional and personal development
• Flexible working arrangements and family-friendly practices, including 16 weeks paid parental leave

How to apply

We encourage applications from people of all genders, backgrounds and communities.

If you need any adjustments to our recruitment process or the role itself, please let us know when applying.

Please submit your application via the "Apply" button. Please note applications close Sunday 21st September 2025

For a copy of the Position Description please email

Unfortunately, applications cannot be accepted via this email.

VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence.
Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria.