Lead Service Design

Division:Digital

Department:Customer & Digital Services

Reference number:12889

Engagement type:Fixed Term Contract

This is a 2-year Fixed Term Contract (FTC) position based in Mel/Syd/Brisbane/Adelaide/Perth.

AEMO at the Heart of Energy

AEMO is Australias independent energy system and market operator and system planner. AEMOs purpose is to ensure safe reliable and affordable energy today and enable the energy transition for the benefit of all Australians. Australian governments are now committed to a net zero economy for Australia by 2050 and our vision is to enable this.

We have the once-in-a-lifetime opportunity to co-design the future of our energy systems and our core values revolve around character commitment and connection.

Join us as we contribute to this significant transition in the energy sector!

About the Team & the Position

The Customer Engagement & Services (CE&S) Division is accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Division providing Service Desk support to internal and external Customers including End User IT Support for internal Customers Audit and Risk Management and provision and coordination of key IT Service Management capabilities including Incident Problem Change Capacity Performance Availability and Continuity Monitoring and Event Management Knowledge Management Service Design Service Level and Catalogue Management Configuration Management Software and Hardware Asset Management.

The Service Design Lead will work with the Customer & Digital Services Service Design & Experience Manager. They will document the Service Environment and subsequently deliver the processes procedures and services required to operate the required Services within the remit of the defined project

Position Responsibilities

• Defines and manages scoping requirements definition and prioritisation activities for initiatives of medium size and complexity.
• Contributes to selecting the requirements approach.
• Facilitates input from stakeholders provides constructive challenge and enables effective prioritisation of requirements.
• Establishes requirements baselines obtains formal agreement to requirements and ensures traceability to source.
• Works collaboratively to develop and implement solutions. Seeks to address client needs within the defined scope of responsibility.
• Liaise with all Digital teams act as the Digital advocate for customers provide representation of their business services service levels and service expectations
• Attend and provide input into Digital governance forums e.g. change advisory board post incident reviews service improvement programs

Position Requirements

Skills & Experience:

• Strong experience in a similar role managing end to end delivery of services.
• Proven management experience in customer/stakeholder facing roles in medium to large sized IT organisation.
• Solid influencing and consulting skills with the ability to build relationships with stakeholders at all levels using a collegiate and collaborative style.
• Demonstrable working knowledge of service level management practices and service experience measurement models
• Knowledge of Agile/DevOps methodologies

Must be an Australian citizen with the ability to attain and maintain an appropriate level of national security clearance.

Education/ professional Certifications:

• Tertiary and/or post graduate qualifications in an appropriate technology discipline
• ITIL certification preferred.

In return some of our benefitsto you

• Flexible working: work from home part time job share hybrid options and additional leave options
• Professional development via projects industry networks job rotation study assistance and more.
• Give back with up to 4 days of volunteering leave per year.
• Reward your hard work with annual performance bonuses (subject to eligibility).
• Embrace a healthier you with our wellness program discounted health insurance gym perks and our comprehensive Employee Assistance Program (EAP).

About Our Process

At AEMO we are committed to creating a diverse and inclusive workforce. We welcome people of all backgrounds including people with disabilities and neurodivergence and those who identify as Aboriginal and/or Torres Strait Islander.

If you have any accessibility requirements to support you during the application or interview process simply let us know by emailing us at