Service Design Lead

At Sydney Water were passionate about making a difference to the lives of our customers and communities.

About us

We have a proud heritage and a progressive future providing world class drinking water and beautiful waterways from the mountains to the sea. We see the world is changing so we are changing too. Our people and their jobs are as diverse as the communities we serve.

About the role

This role offers an outstanding opportunity for an experienced Service Design Lead to play a pivotal role in Sydney Waters Digital Transformation. You will shape customercentric service experiences that enhance the delivery support and lifecycle management of Digital products and services. Joining at a pivotal time you will lead the uplift of the ITIL Service Design framework while also bringing strong Service Architecture expertise to define our service strategy standardise support models service blueprints and our supporting capabilities. Your work will evolve our service design capabilities to create consistent scalable and futureready service delivery across the organisation.

Your duties will involve:

• Lead the team of service design specialists in applying the service design framework models and artefacts that enable effective design transition and ongoing operations.
• Own and maintain the enterprise service architecture ensuring consistency reuse and clear definition of services service components and service relationships.
• Ensure all service design and end-to-end support models are created reviewed and implemented for any new or changed services delivered by Digital projects and be familiar with their service offering; so the services meet their agreed design standards operational readiness criteria and supportability requirements
• Update Service Catalogue and associated OLAs and SLAs where required for Digital Projects
• Enable support around Product documents (like Technical Application Design (TAD) and Operational Support Guide (OSG)) for Document Review and Submission process.
• Define and maintain Service Risk Register for the projects Service Acceptance identifying risks issues and opportunities that align to governance. Escalate where required to the Project Manager for the major risks.
• Guide programs and projects in applying service design frameworks models and artefacts that enable effective transition and ongoing operations.
• Align service design with strategic roadmaps enterprise architecture and business capability needs.
• Build and maintain effective working relationships with internal and external stakeholders ensuring that they have the understanding and alignment to the defined processes.
• Lead coach and develop the team of service designers fostering a high-performance and collaborative culture.
• Role-model enterprise values inclusive leadership behaviours and continuous improvement mindsets.
• Maintain service design templates standards and reusable artefacts.
• Monitor the effectiveness of service designs post-implementation and feed insights into iterative improvements.

Dive into Our Great Benefits:

• Competitive Compensation: Well ensure that your skills and contributions are valued and rewarded appropriately.
• Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration supporting our teams productivity and well-being.
• 24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.
• Subsidized Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.
• Novated Leasing: Get in the drivers seat of your financial future with our novated lease options.

About you:

• Demonstrated experience in Service Design and Service Transition ideally gained through working on complex enterpriselevel programs or transformations of businesscritical systems; experience with cloud transformation initiatives is highly valued.
• Strong communication and stakeholder engagement skills with the ability to influence guide and collaborate with a wide range of internal and external stakeholders while maintaining a strong customer focus and ensuring process compliance.
• Confident in navigating challenging conversations constructively fostering cooperation and building positive working relationships across diverse teams.

Qualification and Experience:

• Tertiary qualifications in Information Technology Business Computer Science or a related discipline or equivalent industry experience.
• ITIL Foundation certification (mandatory) with ITIL Practitioner certifications highly regarded.
• Extensive experience in IT Service Management within a large complex enterprise environment ideally involving offshore or outsourced delivery models (ITIL v3 or ITIL 4 certification).
• Proven ability to develop customercentric service strategies and solutions with strong experience designing endtoend service models blueprints and architectures.
• Significant expertise in Service Design HumanCentred Design Design Thinking or an equivalent discipline with a demonstrated ability to translate user and business needs into scalable service experiences.
• Handson experience with Agile delivery including a strong understanding of technical project delivery and crossfunctional ways of working.
• Applicants must be Australian Citizens or Permanent Residents.

Does this sound like you Apply now.

Please see the position description for the roles full accountabilities.

Closing date: 3^rd Mar 2026

For more information requirement related to role you can contact

At Sydney Water we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers quality of life and safeguarding Sydneys future. We see the world is changing so we are changing too.

Our vision is to create better lives through world-class services and we believe that starts with our people. Our people and their jobs are as diverse as the communities we diverse skills mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.

We welcome and encourage applications from diverse backgrounds including First Nations people LGBTQIA people people with disability people with caring responsibilities people from culturally and linguistically diverse backgrounds and veterans.

As part of the application process Sydney Water will be collecting your personal information to assess your suitability for the will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHiresTermsand Sydney WatersPrivacy Collection Statement Job Application. Please see the position description for the roles full accountabilities.