• Hybrid Working Arrangement
• Heatherton Office Location
• Generous Salary Packaging

JOB SUMMARY

SEMPHN is seeking a dynamic and strategic Service Design Manager to lead the design and development of innovative health services that meet the needs of our diverse catchment. This role will be responsible for managing a complex portfolio of Primary Health, Mental Health, and Alcohol and Other Drug (AOD) service design projects. The ideal candidate will ensure services are planned, procured, and delivered in alignment with SEMPHN’s strategic objectives.

The Service Design Manager will work collaboratively with internal and external stakeholders, including government bodies, peak organisations, and healthcare providers, to ensure commissioned services are tailored, comprehensive, and responsive to community needs. The role includes line management support to senior team members and leadership in developing and implementing new service models, redesigning existing services, and ensuring seamless end-to-end commissioning processes.

Key responsibilities include developing program logic, leading co-design and consultation with stakeholders, integrating digital tools to enhance service delivery, and utilising customer journey mapping and prototyping to improve the client experience. Strong leadership, stakeholder engagement, and a proven ability to translate complex ideas into engaging and accessible solutions are essential for success in this role.

If you are a collaborative leader with a passion for service innovation and a track record in health or related service design, we encourage you to apply!

KEY RESPONSIBILITIES

Planning:

• Develop and manage an annual timeline and project plan for all service design projects.
• Ensure each project has a clear plan, outlining tasks, resources, and deadlines.
• Coordinate resources, stakeholders, and timelines to keep projects on track.
• Create program logic for each project to ensure activities align with community needs and market insights.

Service Design:

• Use local data and market insights to inform service design.
• Apply human-centred design and collaborate with stakeholders to shape services.
• Leverage digital tools to improve service delivery and design.
• Conduct user research (interviews, surveys) and create customer journey maps to highlight key needs and pain points.
• Design, prototype, and test services, refining them based on user feedback.
• Communicate ideas clearly through visuals, presentations, and storytelling.
• Work with the Director and Procurement to choose the best commissioning methods.

Quality & Risk Management:

• Promote continuous improvement and ensure compliance with all regulations.
• Identify and manage risks, recommending improvements as needed.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE

• A Degree in Educational Design, Human-Cantered Design, Public Health, or related fields.
• Strong communication skills and a problem-solving mindset.
• Understanding of health commissioning, service design, and community health delivery.
• Project management experience in planning and coordinating resources and timelines.
• Experience creating program logic to align services with community needs.
• Ability to use local data and insights in service design.
• Experience with human-centered design and stakeholder consultation.
• Are familiar with digital tools for design and prototyping.
• Skilled in user research and customer journey mapping.
• Proven track record in senior roles designing health services or programs.
• Strong negotiation and collaboration skills to engage stakeholders effectively.

ABOUT SEMPHN

At South Eastern Melbourne Primary Health Network (SEMPHN), we are leaders, facilitators and influencers towards the shared goal of better primary health care. We are funded by the Australian Government to help people in south east Melbourne get the health care they need, when and where they need it.

Please review the position description below for further details about the role.

BENEFITS OF WORKING WITH SEMPHN

• Generous salary packaging and leave entitlements
• Share your working time at our modern Heatherton office and from home
• Opportunities for growth and development
• A friendly and highly supportive work environment

For more information, please visit our website and click on Careers.

For further information please contact [email protected] using the subject line: Service Design Manager enquiry via EthicalJobs.

Please apply through EthicalJobs by clicking Apply Now.

Apply ASAP - Applications are assessed as they are received.

We thank you for your interest in the role and our organisation, however only those applicants shortlisted will be contacted.

SEMPHN promotes a workplace that values fairness, respect, and social and cultural diversity. Aboriginal and Torres Strait Islander peoples and people from different cultural backgrounds are encouraged to apply.