Branch Manager, Service Design Delivery
NDIS
Help shape the participant experience for one of Australia’s largest service providers
Lead complex projects and work programs with strategic National significance
Flexible working arrangements considered
About the role
The Branch Manager Service Design Delivery is an SES Band 1 position, reporting to the General Manager Service Design. The Branch Manager has 10 direct reports, and responsibility for a Branch of between 100 - 140 staff located across multiple locations.
It is preferred that the role is performed from Richmond or Geelong. Consideration will be given to other locations including Canberra and Sydney.
The Branch Manager Service Design Delivery is responsible for the end-to-end participant journey. The role identifies opportunities to design, improve, and implement changes to processes, products and systems to improve the participant, staff, partner and provider experience.
This is a critical leadership role working collaboratively with business, technical, sector engagement and policy leaders to ensure a holistic approach is taken to the end-to-end design and delivery of services. The Branch Manager is responsible for setting the vision for the participant journey and overseeing governance of any changes.
The Branch Manager role oversees and manages a prioritised backlog of new features and continuous improvements, balancing long term vision with short term priorities and ensuring a streamlined approach from design into development and deployment. The role provides expert strategic advice to the General Manager, Executives, and Board on service design challenges, opportunities, and priorities. They ensure service design methodologies and mindsets contribute to improved participant outcomes and support the effective delivery of the NDIS.
About you
You are an authentic and dedicated leader with a contemporary service design skill-set and a proven track-record managing complex organisation level process design, planning and delivery, large scale social policy reform or participant experience design functions, ideally within a large service provider, large service design consultancy or related Government setting. Proven experience as a strategic design practitioner with a successful track-record managing large teams in human centred design, including planning and research, facilitation, ideation and delivery is key. Although not a pre-requisite, relevant education and professional certifications such as in business or service design (UX/UI) or project management will also be highly regarded and help you to capitalise on opportunities within the organisation.
As a progressive leader, an innovator, and a forward-thinking strategist, you approach challenging situations with optimism and curiosity. You enjoy working with people and bring energy and commitment to our shared passion for driving social change, so people with disability have choice and control over their lives.
This role is ideal for a leader with a passion for equity, justice and wellbeing of people with disability.
What we’re looking for in our ideal candidates:
senior service design and digital leadership, with proven ability to lead complex service and digital transformations, embed strong ways of working and execute on long term strategy.
a track record of great relationship building, with proven capability to maintain and leverage effective relationships with stakeholders.
focuses strategically and is able to set and explain strategic direction for the team to deliver outcomes against accountabilities.
ability to navigate complexity and exhibit integrity, drive and resilience in dynamic and personally challenging environments.
a customer-centric mindset with a passion for understanding the business needs of the customers who interact with the Branch/Division and working closely with them to address their needs within the NDIA’s risk appetite and relevant compliance requirements.
a natural connector and collaborator who thrives on working across teams, identifying shared goals and working in a highly matrixed organisation.
curiosity and preparedness to learn, question the status quo and develop a culture of continuous improvement.
a leader who promotes respectful standards of behaviour, reflects on their own biases and behaviours, and demonstrates how they are contributing to promoting a respectful culture, workplace, programs and policies that empower staff and puts participants at the heart of everything we do.
For more information regarding the capabilities required of SES APS leaders, please consider the relevant Leadership Profile in line with the APS Integrated Leadership System (linked).
About the NDIA
The NDIA’s role is to implement the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers.
The NDIA is an independent statutory agency which operates within a legislative and regulatory environment. We adhere to the Australian Public Service Code of Conduct as set out in section 13 of the Public Service Act 1999.
Our work is driven by the Corporate Plan which provides strategic direction to achieve our purpose of making a difference so that people with disability can choose and achieve their goals.
The NDIA Values are:
We value people – We put participants at the heart of everything we do.
We grow together – We work together to deliver quality outcomes.
We aim higher – We are resilient and always have the courage to do better.
We take care – We own what we do, and we do the right thing.
Our values reflect our passion and commitment to building a positive, participant-centred culture.
What you should know
To be eligible for employment with the NDIA, you must be an Australian citizen. A candidate’s suitability for employment with the Agency will be assessed through a pre-employment screening process. This will include a criminal history check and the ability to obtain and maintain an Australian Government security clearance, at the Negative Vetting 1 level. This will be arranged for you, if successful.
The NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the requirements of the role.
We strongly and actively encourage applicants from a diverse range of backgrounds and experiences, particularly people with disability, and including First Nations peoples, people from culturally and linguistically diverse (CALD) backgrounds and LGBTIQA+.
Application Instructions
Please apply via https://watermarksearchinternational.snapforms.com.au/form/ndia quoting Ref No A006007
Your application should include:
A complete current resume
A one-page pitch (maximum 750 words) quoting reference A006007
Your pitch is an opportunity to tell us why you are the right candidate for the Branch Manager, Service Design Delivery position. It should highlight relevant examples and accomplishments that demonstrate:
Why you want to work in the Service Design division.
What you will contribute to the role.
How you will build and champion the NDIA’s vision to improve outcomes for people with disability through innovation and collaboration.
Be sure to highlight relevant examples and accomplishments that demonstrate your suitability for the role. You can use the SES Band 1 Work Level Standards to ensure you pitch at the right level.
The closing date for applications is 11.59 pm AEST Sunday, 29th June 2025
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you.
Further information can be found at https://www.apsc.gov.au/recruitability
Reasonable adjustments and support for applicants
Reasonable adjustments are available to support applicants through the process.
Reasonable adjustments could include:
An Auslan interpreter
Extra reading time during assessment activities, or
Accessible software.
If you would like to receive a comprehensive candidate pack, would like to receive it in another format or would like to discuss the provision of reasonable adjustments please contact Chris Grant on 0493 714 171 or Alison Myatt 0412 630 817 using the National Relay Service 133 677 if required https://www.accesshub.gov.au/about-the-nrs or email search@watermarksearch.com.au.