Service Designer

📍 Job Overview

Job Title: Service Designer

Company: XPT Software Australia Pty Ltd

Location: Sydney, New South Wales, Australia

Job Type: Contract

Category: Operations Technology Service Management

Date Posted: 2026-09-29

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: On-site

🚀 Role Summary

• Design, govern, and continuously improve technology services within an Operations Technology (OT) environment, adhering to ITIL best practices.

• Establish and maintain robust service management frameworks, including comprehensive service catalogues and supporting documentation.

• Support and contribute to essential commercial and governance processes, ensuring alignment with business objectives and operational requirements.

• Facilitate the effective transition of new and updated services into operational support, ensuring readiness and minimizing business disruption.

• Drive continuous service improvement initiatives by identifying opportunities to enhance service delivery, efficiency, and stakeholder satisfaction.

📝 Enhancement Note: This role is crucial for bridging the gap between technology development and operational delivery within the Operations Technology domain. The emphasis on ITIL, governance, and commercial analysis indicates a need for a candidate who can not only design services but also manage their lifecycle and business integration effectively.

📈 Primary Responsibilities

• Design and implement technology services for Operations Technology projects, ensuring alignment with ITIL standards and organizational objectives.

• Develop detailed service models, define support structures, and establish operational processes for both new and existing services.

• Maintain and proactively enhance the Operations Technology service catalogue, ensuring accuracy, completeness, and easy accessibility of service definitions and offerings.

• Support and contribute to the development and enforcement of service governance frameworks and associated processes.

• Conduct thorough commercial analysis to inform service design decisions, evaluate service opportunities, and support service costing and scoping activities.

• Manage and optimize processes for onboarding new services into operational environments, ensuring operational readiness and successful transition.

• Oversee service discontinuation processes to ensure minimal business disruption and effective knowledge transfer.

• Engage proactively with service delivery teams, operational stakeholders, and cross-functional groups to foster collaboration and ensure service alignment.

• Maintain comprehensive and up-to-date service documentation under strict version and release management controls.

• Identify and champion opportunities for continuous service improvement across the service lifecycle, driving efficiency and effectiveness.

📝 Enhancement Note: The responsibilities highlight a blend of strategic service design and tactical execution within a governed framework. The emphasis on "Operations Technology" suggests a focus on industrial control systems, SCADA, or other operational infrastructure, requiring an understanding of unique OT environments beyond typical IT services.

🎓 Skills & Qualifications

Education: Relevant tertiary qualification in Information Technology, Service Management, or a closely related discipline.

Experience: Minimum of 5-10 years of progressive experience in IT Service Management, with a significant focus on Service Design, Governance, and Transition within an Operations Technology context.

Required Skills:

• Deep understanding and practical application of ITIL v3/v4 principles, particularly in Service Design, Service Transition, Service Catalogue Management, and Service Governance.

• Proven ability to design and document technology services, including service models, support structures, and operational workflows.

• Expertise in Service Catalogue Management, including defining service offerings, managing service definitions, and ensuring data accuracy.

• Strong experience in establishing and maintaining Service Governance frameworks and supporting governance processes.

• Proficiency in Commercial Analysis, including service scoping, costing, and evaluating service options from both operational and financial perspectives.

• Demonstrated experience in Service Transition activities, including operational readiness planning and managing the onboarding of new services.

• Excellent Stakeholder Management and Cross-functional Collaboration skills, with the ability to build strong working relationships across diverse teams.

• Proficient in Version and Release Management principles as they apply to service documentation and operational changes.

• Experience in identifying and driving Continuous Service Improvement (CSI) initiatives.

• Strong written and verbal communication skills, with the ability to articulate complex technical and process concepts clearly. Preferred Skills:

• ITIL Expert or Service Manager certification.

• Experience with specific Operations Technology (OT) environments (e.g., industrial automation, SCADA, IoT in an industrial context).

• Familiarity with service management tools such as ServiceNow, BMC Helix, or similar platforms.

• Experience in developing business cases for service improvements or new service offerings.

• Knowledge of risk management principles within IT and OT environments.

📝 Enhancement Note: The experience level (5-10 years) indicates a need for a seasoned professional who can operate autonomously and mentor others. The "Operations Technology" context is critical and suggests that candidates with experience in industrial IT or specialized OT environments will be highly valued.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Documented examples of designed technology services, clearly outlining service scope, objectives, and intended operational support model.

• Case studies demonstrating successful service transitions into operational environments, detailing challenges, solutions, and outcomes.

• Evidence of developed or managed service catalogues, showcasing structure, content, and how they facilitated service understanding and delivery.

• Examples of implemented service governance processes or contributions to governance frameworks, illustrating adherence to standards and policies.

• Demonstrations of commercial analysis conducted for technology services, including costing, scoping, and financial evaluation.

• Documentation showcasing contributions to continuous service improvement initiatives, highlighting problem identification and solution implementation. Process Documentation:

• Showcase proficiency in documenting service designs, operational processes, and support models using clear, concise language and appropriate diagrams.

• Provide examples of process improvement documentation that illustrate a structured approach to identifying inefficiencies and implementing optimized workflows.

• Demonstrate experience in maintaining version-controlled documentation, ensuring accuracy and adherence to release management procedures.

📝 Enhancement Note: Candidates should be prepared to present a portfolio that substantiates their experience in designing, governing, and transitioning services, with a strong emphasis on tangible outcomes and process rigor, particularly within an OT context.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Contract Service Designer with 5-10 years of experience in Sydney, Australia, the estimated hourly rate would likely range from AUD $70 to AUD $100+ per hour, depending on specific experience, skill set, and the duration of the contract. This estimate is based on research of similar contract roles in the Sydney market, considering the specialized nature of Operations Technology service design.

Benefits: As this is a contract position, benefits are typically provided through the contracting agency or negotiated directly. Common benefits for contract roles may include:

• Access to superannuation contributions as per Australian legislation.

• Potential for long-term engagement and project continuity.

• Opportunity to work on diverse and challenging Operations Technology projects.

• Professional development opportunities through project exposure.

• Potential for flexible work arrangements if negotiated.

Working Hours: Standard full-time hours are expected, typically 38-40 hours per week. The contract may specify core working hours and flexibility, particularly given the on-site requirement in Sydney.

📝 Enhancement Note: Salary is estimated based on market data for contract roles in Sydney, Australia, for a mid-senior level Service Designer with ITIL and OT experience. The specific rate will be subject to negotiation and the terms of the contract engagement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software and Technology Services. XPT Software Australia Pty Ltd likely operates within the broader technology sector, providing software solutions or IT services to various industries. The "Operations Technology" focus suggests they may serve clients in manufacturing, utilities, logistics, or other industrial sectors.

Company Size: While not explicitly stated, the presence of a dedicated recruitment portal (zoho) and structured job roles implies a company with established HR processes, likely falling into the small to medium-sized enterprise (SME) or larger enterprise category.

Founded: Founded in 2004, XPT Software has a significant history, suggesting stability and established market presence. This longevity implies a company that has adapted to technological changes and built a solid foundation of expertise.

Team Structure:

• The Service Designer will likely be part of a broader IT Operations or Service Management team.

• This team may include Service Delivery Managers, IT Support staff, Infrastructure Engineers, and potentially other ITIL process owners.

• Collaboration will be essential with project teams, development teams, business stakeholders, and potentially external vendors or clients.

• The role is likely to report into a Head of Operations, IT Manager, or a senior Service Management lead. Methodology:

• The team likely adheres to ITIL-aligned processes for service management, focusing on structured service design, delivery, and support.

• Data-driven decision-making and continuous improvement are expected to be core to their operational methodology.

• Agile or hybrid methodologies might be employed for project delivery and service enhancements, requiring flexibility and adaptability.

Company Website: www.xptsoftware.com.au

📝 Enhancement Note: The company's founding date (2004) indicates a mature organization. The "Operations Technology" specialization points towards a niche within the IT services sector, requiring an understanding of industrial or operational environments.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior level, requiring significant experience and autonomy in designing and governing technology services. It's a specialist role within the broader Operations Technology domain, focusing on the strategic and tactical aspects of service lifecycle management.

Reporting Structure: The Service Designer is expected to report to a senior leader within the IT Operations or Service Management function, such as an IT Manager, Head of Operations, or Service Delivery Lead. They will likely collaborate closely with various project teams and operational departments.

Operations Impact: The Service Designer has a direct impact on the efficiency, reliability, and cost-effectiveness of the company's or its clients' Operations Technology services. By designing robust and well-governed services, they enable smooth operational delivery, minimize downtime, and support business objectives. Their work directly influences operational performance and stakeholder satisfaction.

Growth Opportunities:

• Specialization: Deepen expertise in specific OT domains or advanced ITIL processes (e.g., Service Level Management, Availability Management).

• Leadership: Progress to roles like Senior Service Designer, Service Management Lead, or IT Operations Manager, overseeing broader service portfolios.

• Consulting: Transition into a consulting role, advising multiple clients on OT service design and implementation.

• Process Improvement: Lead significant process re-engineering initiatives within the IT Operations or Service Management functions.

• Certification: Pursue advanced ITIL certifications (e.g., ITIL Managing Professional, ITIL Strategic Leader) or specialized OT certifications.

📝 Enhancement Note: The growth opportunities suggest a clear career path for individuals excelling in this specialized service management role, particularly those who can demonstrate leadership in process improvement and strategic service design within OT contexts.

🌐 Work Environment

Office Type: This is an on-site role, implying a traditional office environment where the Service Designer will work from XPT Software's Sydney location. This setting allows for direct collaboration, face-to-face meetings, and easy access to IT resources.

Office Location(s): Sydney, New South Wales, Australia. Specific details about the office building or its exact location within Sydney would need to be confirmed by the company.

Workspace Context:

• The workspace is expected to be a professional office setting conducive to focused work, documentation, and analysis.

• Access to standard office equipment, IT infrastructure, and potentially specialized service management software will be provided.

• Opportunities for collaboration with colleagues within the Service Management, IT Operations, and project teams will be readily available.

Work Schedule: A standard full-time work schedule (e.g., 9 AM to 5 PM, Monday to Friday) is anticipated, aligning with the contract nature of the role and the on-site requirement. Some flexibility may be negotiable, but core hours will likely be expected for team coordination and project delivery.

📝 Enhancement Note: The on-site nature of the role is a key factor. Candidates should be prepared for a traditional office-based work environment in Sydney, which facilitates direct team interaction and project collaboration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with HR or a recruiter to assess basic qualifications, experience, and interest in the contract role.

• Technical Interview: In-depth discussion with a hiring manager or senior team member focusing on ITIL knowledge, service design principles, OT experience, and problem-solving scenarios.

• Portfolio Review: Presentation of a portfolio showcasing relevant service design, governance, and transition projects. This is a critical stage to demonstrate practical application of skills.

• Stakeholder/Team Fit Interview: Meeting with potential team members or key stakeholders to assess cultural fit, collaboration style, and communication effectiveness.

• Offer: Final offer extended based on the collective assessment of the candidate.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 of your most impactful projects that directly align with the responsibilities outlined.

• Structure for Impact: For each project, clearly articulate the problem, your role and approach, the solutions implemented (focusing on design, governance, transition), the tools and processes used, and the measurable outcomes or benefits achieved.

• Highlight OT Relevance: If possible, include projects specific to Operations Technology or similar regulated/critical environments.

• Process Focus: Clearly explain the methodologies and frameworks (e.g., ITIL) you applied.

• Visual Aids: Use diagrams, flowcharts, and simplified service catalogue excerpts to illustrate your work effectively.

• Quantify Results: Wherever possible, use metrics to demonstrate the success of your service designs and improvements.

Challenge Preparation:

• Be prepared to discuss hypothetical scenarios related to designing a new service for an OT environment, handling a major service transition, or improving a failing service governance process.

• Practice articulating your thought process, demonstrating how you would apply ITIL principles and your commercial analysis skills.

• Anticipate questions about managing difficult stakeholders or resolving conflicts related to service delivery.

📝 Enhancement Note: The portfolio review is likely a significant part of the evaluation. Candidates should prepare a concise, impactful presentation that demonstrates their practical experience and ability to deliver tangible results in service design and management, especially within OT contexts.

🛠 Tools & Technology Stack

Primary Tools:

• Service Management Platforms: Experience with platforms like ServiceNow, BMC Helix, Jira Service Management, or similar ITSM tools is highly probable for managing service catalogues, incidents, changes, and requests.

• Documentation Tools: Proficiency in tools such as Microsoft Visio, Lucidchart, Draw.io for creating process diagrams and service models.

• Collaboration Suites: Microsoft Office 365 (Word, Excel, PowerPoint, Visio) or Google Workspace for documentation, analysis, and presentations.

Analytics & Reporting:

• Reporting Tools: Familiarity with generating reports from ITSM platforms or using BI tools (e.g., Power BI, Tableau) for service performance analysis may be beneficial.

• Spreadsheet Software: Advanced Excel skills for commercial analysis, cost modeling, and data manipulation.

CRM & Automation:

• While not a direct CRM role, understanding how services integrate with CRM or ERP systems from an operational perspective might be relevant.

• Familiarity with workflow automation within ITSM tools to streamline service transition or governance processes.

📝 Enhancement Note: While specific tools aren't listed, a strong foundation in ITIL-aligned service management platforms and documentation tools is essential. Experience with OT-specific monitoring or management tools would be a significant advantage.

👥 Team Culture & Values

Operations Values:

• Excellence: A commitment to delivering high-quality, reliable technology services that meet defined standards.

• Collaboration: A strong emphasis on teamwork and working effectively across different departments and with various stakeholders.

• Accountability: Taking ownership of service design, governance, and transition processes, and ensuring successful outcomes.

• Continuous Improvement: A proactive approach to identifying and implementing enhancements to services and processes.

• Integrity: Adhering to governance frameworks, policies, and ethical standards in all operations.

Collaboration Style:

• Cross-functional Integration: The role requires seamless collaboration with IT operations, project management, development teams, and business units to ensure services meet diverse needs.

• Proactive Communication: A style that involves regular updates, clear articulation of service requirements and impacts, and active listening to stakeholder feedback.

• Process-Oriented: A structured approach to collaboration, often leveraging defined processes and documentation to ensure alignment and track progress.

📝 Enhancement Note: The company culture likely values a structured, ITIL-centric approach to service management, with a strong emphasis on collaboration and continuous improvement within the Operations Technology domain.

⚡ Challenges & Growth Opportunities

Challenges:

• Bridging IT and OT: Effectively translating ITIL service management principles into the unique context of Operations Technology, which often involves different risk profiles, lifecycles, and regulatory requirements.

• Stakeholder Alignment: Gaining consensus and managing expectations among diverse stakeholders with varying priorities and technical understanding.

• Legacy Systems: Designing and integrating services within environments that may include older or specialized OT infrastructure.

• Pace of Change: Balancing the need for robust governance and stability in OT with the demands for rapid service updates and improvements.

• Documentation Rigor: Maintaining comprehensive, accurate, and up-to-date documentation in a dynamic environment.

Learning & Development Opportunities:

• OT Specialization: Gaining deep expertise in specific OT technologies and their associated service management challenges.

• Advanced ITIL Frameworks: Pursuing higher-level ITIL certifications and mastering advanced service management concepts.

• Commercial Acumen: Developing stronger skills in financial analysis, business case development, and vendor management.

• Strategic Influence: Contributing to the broader IT strategy and operational roadmap of the organization.

• Process Re-engineering: Leading initiatives to transform service management processes for greater efficiency and effectiveness.

📝 Enhancement Note: The primary challenge lies in adapting established IT service management practices to the specific demands and constraints of Operations Technology environments. This presents a significant opportunity for professional growth and specialization.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to designing a new technology service for an Operations Technology environment. What key considerations would you prioritize?" (Focus on ITIL, OT specifics, risk, security, and operational impact.)

• "Walk me through a complex service transition you managed. What were the critical success factors, and how did you ensure operational readiness?" (Highlight your process, documentation, stakeholder management, and problem-solving.)

• "How do you approach commercial analysis for new technology services? Provide an example of how your analysis influenced a service design decision." (Demonstrate understanding of cost, value, and ROI.)

• "How do you ensure service governance is effectively applied in an OT context, balancing control with agility?" (Discuss frameworks, policies, and enforcement methods.) Company & Culture Questions:

• "What do you know about XPT Software and its role in the Operations Technology sector?" (Research their website, recent news, and client types.)

• "How do you approach stakeholder engagement, particularly when dealing with different departments or levels of technical expertise?" (Provide examples of building rapport and managing expectations.)

• "Describe a time you identified and implemented a continuous service improvement. What was the outcome?" (Showcase your proactive approach and analytical skills.) Portfolio Presentation Strategy:

• "Prepare a brief (5-10 minute) presentation of one key project from your portfolio that best demonstrates your service design and transition capabilities."

• Focus on the "before and after" – the problem, your solution, and the positive impact.

• Be ready to answer detailed questions about your specific contributions, the tools you used, and the metrics you tracked.

• Ensure your presentation aligns with the ITIL framework and highlights your understanding of OT considerations.

📝 Enhancement Note: Be prepared to articulate your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions. Emphasize your understanding of ITIL and your ability to apply it specifically within Operations Technology contexts.

📌 Application Steps

To apply for this Service Designer contract position:

• Submit your application through the provided link on the Zoho Careers portal.

• Tailor your CV: Highlight your experience in ITIL, Service Design, Service Transition, Service Governance, Commercial Analysis, and specifically any Operations Technology (OT) projects. Use keywords from the job description.

• Prepare your Portfolio: Select 3-5 key projects that showcase your expertise. Be ready to present them concisely, focusing on problem, solution, process, and results.

• Research XPT Software: Understand their business, industry focus (especially OT), and company values to tailor your responses and demonstrate genuine interest.

• Practice Interview Questions: Rehearse answers to common ITIL, service design, and behavioral questions, and be ready to discuss your portfolio in detail.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with XPT Software Australia Pty Ltd or their recruitment partner before making application decisions.