Service Designer

• 2 year fixed term role within UNSW IT as a Service Designer in Infrastructure
• Starting Salary $148012 plus generous superannuation and leave loading
• Kensington, Sydney location, 2-3 days in the office, Hybrid working

About UNSW:

UNSW isn't like other places you've worked. Yes, we're a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It's the reason we're one of the top 20 universities in the world (QS top 20) and a member of Australia's prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you're in the right place.

The Service Designer in Infrastructure will be crucial in creating and developing innovative and market leading services for UNSW IT. The role will involve driving the development of new technology services from concept to delivery within IT Infrastructure. The role will work closely with cross-functional teams, including designers, engineers, business customers and vendors to bring innovative ideas to life. The ideal candidate possesses a strong understanding of Technology service design processes, with a keen eye for detail and a passion for delivering exceptional Services. This role reports into the Head of Infrastructure Portfolio and has no direct reports.

Specific accountabilities, processes and frameworks required to perform this role are:

• Conduct market research and customer analysis to identify technology trends, user requirements, and gaps in technology enabled service offerings.
• Co-designing end to end service experiences with Service Owners across digital and physical touchpoints.
• Define detailed service specifications, functional requirements, and performance criteria for technology enabled service solutions.
• Partner with business owners and service stakeholders to generate and evaluate innovative concepts for new technology enabled services, service enhancements, or service process improvements.
• Working with the Service Owner to co-create service journey maps to visualize and optimize service delivery.
• Role model Service Design principles and practices across UNSW by championing user-centred approaches, promoting design thinking methodologies, and mentoring teams in the application of service design tools and techniques to improve service outcomes.
• Develop proof-of-concepts or pilot programs to validate service functionality, usability, and scalability, including cost-benefit analyses to assess viability.
• Collaborate with cross-functional teams (engineering, UX/UI design, architecture, cybersecurity, and change management) to ensure seamless service development and deployment.
• Maintain and manage comprehensive service documentation, including technical specifications, release notes, and user guides.
• Align with and actively demonstrate the Code of Conduct and Values
  • Ensure hazards and risks psychosocial and physical are identified and controlled for tasks, projects, and activities that pose a health and safety risk within your area of responsibility.

Who you are:

• 5+ years of experience in Service Design, Business Analysis or a similar role.
• Strong understanding of service design processes, from ideation through delivery to operationalization.
• Strong business acumen with the ability to translate customer needs into service requirements.
• Strong problem-solving and analytical skills, including service metrics evaluation and attention to detail that focus's on delivering high-quality services.
• A creative mindset and a passion for innovation and continuous improvement.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Ability to work independently and as part of a team with the ability to prioritise tasks, manage time to get the right outcomes.
• Familiarity with design thinking methodologies and user-centred design principles.
• Experience in applying ITIL frameworks to move services from concept, through delivery, to operational support.
• Working knowledge and recent experience with agile methodologies, such as Agile or Scrum.
• Strong analytical skills to interpret market data and make informed Service decisions.
• An understanding of and commitment to UNSW's aims, objectives and values in action, together with relevant policies and guidelines.
• Knowledge of health & safety (psychosocial and physical) responsibilities and commitment to attending relevant health and safety training.

Benefits and Culture

• Flexible Working Options (work from home, flexible hours etc) 
• Career development opportunities
• 17% Superannuation contributions and additional leave loading payments 
• Additional 3 days of leave over Christmas period
• Discounts and entitlements (retail, education, fitness)

For further details on the benefits, please visit 

How to Apply: please apply through the portal, we would like you to submit a full application including resume and addressing the who you are section.

Applications close:  Tuesday 27th of January at 11.30pm

Pre-Employment Checks
Aligned with UNSW's focus on cultivating a workplace defined by safety, ethical conduct, and strong integrity preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.

These pre-employment checks may include a combination of some of the following checks:- 

• National and International Criminal history checks
• Entitlement to work and ID checks
• Working With Children Checks
• Completion of a Gender-Based Violence Prevention Declaration
• Verification of relevant qualifications
• Verification of relevant professional membership
• Employment history and reference checks
• Financial responsibility assessments/checks.
• Medical Checks and Assessments

Compliance with the necessary combination of these checks is a condition of employment at UNSW.

Get in Touch:

Jen MacLachlan

Talent Acquisition Partner – UNSW IT

Please apply through the application portal and not via the contact above.

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.