Service Design Lead- Ongoing/ Full Time
About the Department
The department provides a wide range of learning and development support and services.
The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.
About the Division
IMTD is responsible for supporting one of the largest technology networks in Victoria and leading the department's technology, digital capability, business systems and digital transformation. This network consists of Schools, Corporate and Early Childhood Education (ECE) including a school user base of more than 1500 Government schools, 50,000 teachers and 650,000 students.
The Information Management and Technology Division (ITMD) aims to provide flexible, innovative and integrated Information Management and Technology (IMT) platforms, systems, services and support for the Department. In doing so, IMTD aims to be the preferred and trusted partner for the provision of quality IMT services to support enterprise-wide corporate services, deliver major IMT enabled business programs and Whole of Victorian Government initiatives and for learning and development in schools.
About the Role
This role is responsible for shaping and maintaining a structured, consistent approach to managing IT services throughout the service lifecycle. You'll offer expert guidance on how to plan, design, and deliver services that meet both business objectives and strategic priorities. Ensuring alignment with our service lifecycle framework will be central to your work, along with identifying and driving opportunities for continual improvement.
Strong communication and stakeholder engagement are essential. You'll work closely with both technical and business teams, building solid relationships and leading consultation processes to support effective service delivery and decision-making.
Key accountabilities
- Plan, design, and deliver IT services that align with business needs and goals.
- Define service requirements, design suitable solutions, and set up the necessary processes, policies, and structures to support them.
- Ensure new or updated services are fit for purpose, cost-effective, and aligned with broader business strategy.
- Provide expert advice on complex issues related to IT service lifecycle management and continuous improvement.
- Create and keep IT service management processes up to date, providing expert advice and support to make sure they're followed consistently across the Department.
Attributes
Technical Skills
- Experience in designing and implementing service lifecycle approaches.
- Familiarity with service management processes.
Leadership & Management
- Strong strategic thinking and planning abilities.
- Excellent communication and stakeholder engagement skills.
- Able to make informed decisions using data and evidence.
What Success Looks Like
- The service lifecycle framework is successfully delivered and adopted.
- Service documentation and processes are improved, making other service areas more efficient.
- Stronger collaboration across IMTD teams, leading to smoother service transitions.
Desirable Qualifications and Experience
Mandatory
- ITIL Foundation Certificate
- Proven experience in IT Service Lifecycle Design
Desirable
- Higher ITIL Certifications
How to apply
To be considered for this position, applicants are encouraged to submit a resume and cover letter (no longer than 2 pages) addressing the skills and attributes from the role statement and the capabilities from the position description.
Further Information
The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page
Applicants requiring adjustments can contact the nominated contact person.
Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.
For further information pertaining to the role, please contact Walter DelaCruz - IT Change Manager via Email: walter.delacruz@education.vic.gov.au or Mobile:0423 813 179
Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.
Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.
Applications close 11:59pm on 2 October 2025