Service Design Manager - Mental Health & AOD

📍 Job Overview

Job Title: Service Design Manager - Mental Health & AOD

Company: EACH

Location: Ringwood, Victoria, Australia

Job Type: Full-time

Category: Service Design & Improvement (Mental Health & AOD)

Date Posted: March 10, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Spearhead innovative service design projects to transform and enhance Mental Health and Alcohol & Other Drug (AOD) services, focusing on Person-centred, Accessible, Connected, Effective, and Safe (PACES) models.

• Drive quality and compliance within the Mental Health and AOD sectors, conducting thorough gap analyses and proactively addressing identified risks to uphold high standards of care.

• Lead the co-production, co-design, and re-design of service models in collaboration with key internal and external stakeholders, including Program Directors, Clinical Governance, Quality and Risk, and National Clinical Practice Leads.

• Utilize data, technology, and stakeholder feedback to inform decision-making, measure service impact, and optimize operational efficiency and effectiveness across the portfolio.

📝 Enhancement Note: This role is critical to EACH's mission of delivering high-quality, person-centred care within the Mental Health and AOD sectors. The Service Design Manager will act as a strategic leader, bridging operational delivery with strategic planning and continuous improvement. The emphasis on "PACES" models indicates a structured approach to service design focused on key patient outcomes and experience.

📈 Primary Responsibilities

• Drive quality and compliance relevant to Mental Health and AOD services, conducting gap analyses and responding to identified risks to ensure high standards of care delivery.

• Lead service design and improvement initiatives, leveraging data, stakeholder feedback, and best practice methodologies to achieve service excellence and enhance client outcomes.

• Collaborate with cross-functional teams to integrate changes into systems, policies, procedures, and practice guidelines, ensuring alignment with sector reforms, relevant legislation, and overarching quality standards.

• Provide national practice leadership, supporting governance frameworks, capability development, and offering secondary consultation across various operational areas to foster consistent best practice.

• Utilize data and technology to measure service impact, inform strategic decision-making, and enhance overall service efficiency and effectiveness.

• Identify potential revenue opportunities and partner with Finance and Program Directors to ensure funding and performance targets are met, contributing to sustainable service delivery.

• Support the establishment of new services, ensuring the integrity of service models and their alignment with contract outcomes and organizational strategic objectives.

• Contribute to strategic initiatives by preparing comprehensive reports for executive leadership and engaging with government bodies, peak organizations, and funders to position EACH for sustainable growth and impact.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, operational execution, and stakeholder management. The role requires a deep understanding of the Mental Health and AOD landscape, coupled with strong project management and change leadership capabilities. Emphasis on "national practice leadership" suggests a broad scope of influence beyond a single site.

🎓 Skills & Qualifications

Education: Undergraduate and/or graduate qualification in a field relevant to Mental Health, AOD services, Public Health, Social Work, or a related discipline is preferred. Extensive operational or practice experience in the relevant portfolio area may be considered in lieu of formal qualifications.

Experience: Consolidated experience in the provision of Mental Health and/or AOD services. Proven ability to cultivate collaborative partnerships, engage diverse teams, drive change, influence outcomes, problem-solve, and make effective decisions in a fast-paced environment. Experience managing projects or contributing to project delivery within large or complex organizations.

Required Skills:

• Service Design Methodologies: Demonstrated capability to design, implement, lead, and evaluate new and innovative service models.

• Mental Health & AOD Expertise: Strong knowledge of Mental Health and AOD compliance requirements, including standards, legislation, frameworks, and system requirements.

• Quality Assurance & Compliance: Proven ability to identify compliance gaps, recommend policy changes, and implement continuous improvements to ensure alignment with governance and regulatory standards.

• Stakeholder Engagement & Collaboration: Ability to cultivate collaborative partnerships and engage effectively with diverse teams and stakeholders.

• Change Management: Demonstrated ability to drive change and influence outcomes within a complex organizational structure.

• Problem-Solving & Decision Making: Capacity to effectively problem-solve and make sound decisions in a dynamic environment.

• Data Analysis & Interpretation: Skill in using data and technology to measure impact, inform decision-making, and enhance service efficiency.

• Policy & Procedure Development: Ability to interpret legislation and practice guidance to design accessible policies, procedures, and training materials.

Preferred Skills:

• Project management experience within large or complex organizations.

• Experience with specific service design frameworks or tools.

• Familiarity with government funding models and performance requirements in the health and social services sector.

• Strong reporting and presentation skills for executive-level audiences.

📝 Enhancement Note: The qualifications emphasize a practical, experience-driven approach, valuing hands-on knowledge of Mental Health and AOD services alongside formal education. The required skills are geared towards operational leadership, strategic thinking, and the ability to navigate complex regulatory and stakeholder landscapes within the social and community health sector.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Demonstrable examples of designing, implementing, and evaluating innovative service models, detailing the process from concept to outcome.

• Process Improvement Initiatives: Documentation of projects focused on enhancing service delivery, improving efficiency, or addressing compliance gaps within Mental Health or AOD services.

• Stakeholder Engagement Plans: Evidence of strategies used to engage diverse stakeholders (clients, staff, government, funders) in service design and improvement processes.

• Data-Driven Outcomes: Examples showcasing how data analysis was used to inform service design decisions, measure impact, and demonstrate ROI or improved client outcomes.

• Policy & Procedure Development Examples: Samples of policies, procedures, or guidelines developed or revised based on legislative changes or best practice recommendations.

Process Documentation:

• Workflow Optimization: Ability to map current service workflows, identify bottlenecks, and design optimized processes that enhance efficiency and client experience.

• Implementation Strategies: Experience in developing and executing plans for rolling out new service models, policies, or system changes, including change management considerations.

• Performance Measurement Frameworks: Experience in establishing metrics and reporting mechanisms to track the effectiveness and impact of service design initiatives.

📝 Enhancement Note: For this role, a strong portfolio demonstrating practical application of service design principles within the Mental Health and AOD sectors is crucial. Candidates should be prepared to showcase how they have translated strategic objectives into tangible service improvements, supported by data and stakeholder collaboration. The portfolio should reflect an understanding of regulatory compliance and a client-centred approach.

💵 Compensation & Benefits

Salary Range: An estimated annual salary range of AUD $100,000 - $130,000 for a Service Design Manager in Victoria, Australia, based on experience level (5-10 years), industry benchmarks for management roles in the not-for-profit health sector, and the competitive nature of specialist roles. This range is subject to adjustment based on specific qualifications and experience.

Benefits:

• Competitive Salary: Based on qualifications and experience.

• Superannuation: Employer contributions as per Australian regulations.

• Generous Salary Packaging: Up to AUD $15,900 pre-tax annually for maximizing take-home pay, plus up to AUD $2,650 for meals and entertainment.

• Employee Assistance Program (EAP): Confidential support services for employees and their immediate family members.

• Work-Life Balance: Hybrid working conditions and potentially flexible work arrangements.

• Leave Options: Opportunity to purchase additional leave.

• Professional Development: Opportunities for continuous growth and development.

Working Hours: Full-time position, likely comprising 38-40 hours per week, with hybrid working conditions offering flexibility between office-based and remote work.

📝 Enhancement Note: The salary estimate is based on publicly available data for similar roles in the Australian not-for-profit health sector. The salary packaging benefits are a significant component of the total remuneration package and are a common offering for not-for-profit organizations in Australia, providing substantial tax advantages.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare & Social Services (specifically Mental Health and Alcohol & Other Drug services). EACH operates within a sector focused on community well-being, requiring a strong emphasis on empathy, client advocacy, and evidence-based practice.

Company Size: EACH is a medium-to-large sized organization, indicated by the national scope of the role and the structure of its leadership. This size suggests a well-established organization with structured processes, but also one that values agility and innovation in service delivery.

Founded: While the founding date isn't explicitly stated, EACH has a history of providing community health services, implying a commitment to long-term impact and stable service provision.

Team Structure:

• The Service Design Manager will work in partnership with operational teams, National Clinical and Practice Leads, and corporate service teams (e.g., Finance, Quality, Risk).

• Direct collaboration will occur with Program Directors and Director of Clinical Governance.

Methodology:

• Person-Centred Design: A core methodology, focusing on the needs, experiences, and preferences of individuals accessing services. The PACES model is a framework for this.

• Data-Driven Improvement: Utilizing analytics and performance data to inform service design, measure effectiveness, and identify areas for enhancement.

• Collaborative & Participatory: Engaging diverse stakeholders, including clients, clinicians, and operational staff, in the design and improvement process.

• Compliance & Governance Focused: Ensuring all service designs and improvements align with sector standards, legislation, and organizational governance frameworks.

Company Website: https://each.com.au/

📝 Enhancement Note: EACH's focus on community health and its size suggest a culture that balances compassionate care with professional operational excellence. The emphasis on partnership and collaboration indicates a team-oriented environment where cross-functional input is valued. The "PACES" model is a key indicator of their commitment to a holistic and effective client experience.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior management position within the service design and improvement function. It requires a combination of subject matter expertise in Mental Health and AOD, strategic thinking, and leadership capabilities to drive significant organizational change. It sits at a level where direct impact on service strategy and client outcomes is expected.

Reporting Structure: The Service Design Manager reports to senior leadership, likely the Director of Clinical Governance, and collaborates closely with Program Directors and National Clinical Practice Leads. This structure places the role at a strategic intersection, influencing both clinical practice and operational delivery.

Operations Impact: The role has a direct impact on the quality, accessibility, and effectiveness of Mental Health and AOD services. By designing and improving service models, the manager influences client outcomes, operational efficiency, compliance adherence, and potentially revenue generation through effective funding alignment. This role is pivotal in ensuring EACH remains at the forefront of service delivery in its specialized sectors.

Growth Opportunities:

• Strategic Leadership Development: Opportunity to influence organizational strategy and lead large-scale transformation initiatives.

• Specialization Expansion: Deepen expertise in specific areas of Mental Health, AOD, or broader service design within the community health sector.

• Cross-Functional Leadership: Potential to move into broader leadership roles encompassing quality, risk, or program management.

• Mentorship: Opportunity to mentor junior team members or contribute to capability development across the organization.

📝 Enhancement Note: This role offers a significant opportunity for career advancement within the not-for-profit health sector. The strategic nature of the position, coupled with the focus on innovation and improvement, provides a strong foundation for developing leadership skills and expanding one's professional network within health and community services.

🌐 Work Environment

Office Type: The role offers Hybrid working conditions, indicating a blend of remote work and in-office presence. This suggests a modern work environment that balances flexibility with the need for in-person collaboration, team building, and access to office resources.

Office Location(s): The primary office location is Ringwood, Victoria. This location serves as a base for the required in-office days, offering a community-focused setting within the eastern suburbs of Melbourne.

Workspace Context:

• Collaborative Hubs: Office space likely includes meeting rooms and collaborative zones designed for team discussions, workshops, and strategic planning sessions.

• Technology Enabled: Access to necessary technology for both remote and in-office work, including communication platforms, project management tools, and data analysis software.

• Cross-Functional Interaction: Opportunities to engage with various teams and departments within EACH, fostering a holistic understanding of the organization's operations and challenges.

Work Schedule: A full-time schedule is standard, with the hybrid arrangement providing flexibility in managing work hours and location. This flexibility is beneficial for operations roles that require focused analytical work alongside collaborative meetings and site visits.

📝 Enhancement Note: The hybrid work model is a key aspect of the work environment, catering to modern work preferences while ensuring operational needs for collaboration and oversight are met. The Ringwood location places the role within a community context, aligning with EACH's service delivery model.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of application and resume by HR/Recruitment to assess alignment with core requirements.

• First Interview: Likely with the hiring manager (Director - Clinical Governance) to discuss experience, skills, and suitability for the role, focusing on Mental Health/AOD expertise and service design capabilities.

• Second Interview/Panel Interview: May involve other senior leaders (e.g., Program Directors, National Practice Leads) to assess strategic thinking, collaborative approach, and fit within the broader leadership team. This stage might include a presentation or case study.

• Reference Checks: Verification of employment history and performance.

Portfolio Review Tips:

• Highlight PACES Model Application: Showcase how you've applied person-centred, accessible, connected, effective, and safe principles in previous service design work.

• Quantify Impact: Use metrics and data to demonstrate the success of your service design initiatives (e.g., improved client outcomes, reduced wait times, increased compliance rates, efficiency gains).

• Showcase Collaboration: Include examples of how you've engaged diverse stakeholders (clients, clinicians, government bodies) and managed their input effectively.

• Demonstrate Problem-Solving: Present case studies that clearly outline a problem, your approach to designing a solution, and the results achieved.

• Policy & Compliance Focus: Include examples of how you've interpreted legislation and designed policies or procedures to ensure compliance and best practice.

Challenge Preparation:

• Service Design Scenario: Be prepared for a hypothetical scenario where you need to design or redesign a service within the Mental Health or AOD sector, outlining your approach, key considerations, and expected outcomes.

• Stakeholder Management Challenge: Prepare to discuss how you would manage conflicting stakeholder interests or drive change in a resistant environment.

• Data Analysis Presentation: Be ready to discuss how you would use data to identify a service gap and propose a data-informed solution.

📝 Enhancement Note: The application process emphasizes practical experience and the ability to translate strategic concepts into tangible service improvements. Candidates should be ready to articulate their contributions using concrete examples and data, demonstrating their understanding of the specific challenges and opportunities within the Mental Health and AOD sectors.

🛠 Tools & Technology Stack

Primary Tools:

• Project Management Software: Tools like Asana, Trello, Monday.com, or Jira for managing service design projects, tracking progress, and coordinating tasks.

• Collaboration Platforms: Microsoft Teams, Slack, or similar for team communication, document sharing, and virtual meetings.

• Data Analysis & Visualization Tools: Proficiency in Excel, potentially Power BI, Tableau, or specific health data analytics platforms for analyzing service performance data and creating reports.

• CRM/Database Systems: Familiarity with client management systems or databases relevant to health and community services for understanding data inputs and outputs.

Analytics & Reporting:

• Reporting Tools: Experience in generating reports for executive leadership, funders, and regulatory bodies.

• Performance Metrics Tracking: Ability to define, track, and report on Key Performance Indicators (KPIs) related to service delivery, client outcomes, and operational efficiency.

CRM & Automation:

• System Integration Understanding: Awareness of how service design impacts and integrates with existing organizational systems.

• Process Automation Concepts: Although not explicitly stated as a requirement, understanding how automation can enhance service delivery processes would be beneficial.

📝 Enhancement Note: While specific tools are not listed, a strong aptitude for data analysis, project management, and collaborative technology is essential. The role requires the ability to leverage technology to drive insights and facilitate efficient service delivery and continuous improvement within the Mental Health and AOD sectors.

👥 Team Culture & Values

Operations Values:

• Client-Centred: A fundamental value, prioritizing the needs and experiences of individuals accessing services in all design and improvement efforts.

• Collaboration: Strong emphasis on working in partnership with various internal teams and external stakeholders to achieve shared goals.

• Excellence & Quality: Commitment to high standards of care, compliance, and continuous improvement in service delivery.

• Innovation: Encouragement of new ideas and approaches to service design to better meet evolving community needs.

• Data-Driven: A culture that values evidence-based decision-making and performance measurement.

Collaboration Style:

• Partnership-Oriented: Works closely with operational teams, clinical leads, and corporate functions to co-create solutions.

• Influential: Uses expertise and data to guide decision-making and drive consensus among diverse groups.

• Transparent: Open communication regarding project progress, challenges, and outcomes.

• Empowering: Fosters an environment where team members feel empowered to contribute to service design and improvement processes.

📝 Enhancement Note: EACH's values likely align with those of progressive community health organizations, emphasizing empathy, integrity, and a commitment to making a tangible difference in people's lives. The Service Design Manager will embody these values by integrating them into the very fabric of the services they help shape.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Stakeholder Landscapes: Balancing the needs and expectations of diverse groups, including clients, clinicians, management, funders, and government bodies.

• Driving Change in a Regulated Environment: Implementing new service models and processes while adhering to strict compliance and quality standards within the Mental Health and AOD sectors.

• Resource Constraints: Optimizing service delivery and innovation within potential budget limitations common in the not-for-profit sector.

• Measuring Intangible Outcomes: Quantifying the impact of mental health and AOD interventions, which can be complex and long-term.

Learning & Development Opportunities:

• Advanced Service Design Training: Opportunities to deepen expertise in cutting-edge service design methodologies and user research techniques.

• Leadership Development Programs: Access to training and mentorship focused on strategic leadership, change management, and organizational development.

• Industry Conferences & Networking: Participation in national and international forums related to mental health, AOD, and service innovation.

• Cross-Sectoral Learning: Gaining insights into diverse service delivery models and best practices across different areas of healthcare and social services.

📝 Enhancement Note: The challenges presented are typical for senior roles in the community health sector, requiring resilience, strong problem-solving skills, and a strategic approach. The growth opportunities are substantial, offering pathways to senior leadership and specialized expertise.

💡 Interview Preparation

Strategy Questions:

• "Describe your experience in designing or redesigning a Mental Health or AOD service. What was your approach, who did you involve, and what were the key outcomes?" (Focus on PACES principles, stakeholder involvement, and measurable results).

• "How do you ensure compliance and quality standards are met when implementing new service models in a highly regulated sector?" (Discuss gap analysis, risk management, policy integration, and monitoring).

• "Imagine you need to improve client access to our AOD services. What steps would you take, and what data would you use to inform your decisions?" (Outline a data-driven approach to service design for accessibility).

Company & Culture Questions:

• "Based on your research, what do you see as the biggest opportunities and challenges for EACH in the Mental Health and AOD space?" (Showcase your understanding of the organization and sector).

• "How do your personal values align with EACH's mission and values, particularly regarding person-centred care?" (Connect your motivations to the organization's purpose).

Portfolio Presentation Strategy:

• Structure: Organize your portfolio by key projects, clearly outlining the problem, your role, the methodology used (especially PACES), the challenges faced, the solutions implemented, and the quantifiable results.

• Visuals: Use flowcharts, diagrams, and data visualizations to illustrate processes, service models, and outcomes.

• Storytelling: Frame your projects as compelling narratives that demonstrate your impact and problem-solving abilities.

• Conciseness: Be prepared to present key highlights efficiently, focusing on the most relevant and impactful examples for this specific role.

📝 Enhancement Note: Preparation should focus on demonstrating a deep understanding of service design principles, a strong grasp of the Mental Health and AOD landscape, and proven ability to collaborate, lead change, and drive measurable improvements. Candidates should be ready to articulate their contributions using specific examples and data.

📌 Application Steps

To apply for this operations position:

• Submit your application through the SmartRecruiters portal.

• Tailor your Resume: Highlight experience directly relevant to service design, Mental Health/AOD services, quality assurance, compliance, and stakeholder management. Use keywords from the job description.

• Prepare your Portfolio: Curate 2-3 key projects that best showcase your ability to design, implement, and evaluate service improvements. Focus on quantifiable results and the application of person-centred principles (PACES).

• Research EACH: Understand their mission, values, programs, and recent initiatives. Familiarize yourself with the Australian Mental Health and AOD service landscape.

• Practice your Pitch: Be ready to clearly articulate your qualifications, experience, and how you can contribute to EACH's goals during interviews. Practice presenting your portfolio highlights.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.