IT Service Design Lead (12 Month Contract)

Not all heroes wear capes — but plenty of them use toilet paper

Want to challenge yourself at a purpose-led scale up AND make a difference in the world? Come join the revolootion!
Funny name, serious business

We are a leading eco-friendly household essentials business and we donate 50% of our profits to help everyone gain access to clean water and a toilet. As of June 2024, we’ve contributed over $18 million AUD to this mission. Basically, we’re really good at making it easy to do good.

We operate scaling businesses in the UK, US, Australia and Canada. Our amazing team is based in Australia, the UK, the Philippines, China, and the US. Our 250+ people aim to make the biggest possible impact for people and the planet. Over the next 5-10 years, we’re hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services.
A bit about the role

We are looking for a highly organised IT Service Design Lead to join our IT team on a 12 month fixed term contract. In this role, you will be the vital bridge that connects technical IT and Security changes to the actual humans who use them.

You won’t be expected to configure systems, write code, or own technical implementations. Instead, you'll bring structure, coordination, and momentum to how IT services are designed, introduced, and adopted across the business. You will partner closely with Service Operations, Security, and People Team (P&C) to ensure our internal systems are clear, easy to use, and well-supported.

A key and incredibly rewarding part of this role will also involve providing direction and coaching to our Change & Communications Coordinator, helping them build autonomy and confidence along the way.

If you worked here this past month, here are some things you might have been involved in:

- Shaping the service design and change approach for priority IT initiatives—ensuring new tools are actually understood and adopted, not just announced.

- Partnering with Service Operations to map out support readiness, making common IT request pathways and our service catalogue much more user-friendly.

- Supporting the rollout of Security roadmap initiatives (like context-aware access) by translating technical requirements into practical, easy-to-follow guidance for impacted teams.

- Establishing an engaging, non-punitive operating model for security awareness and training (including phishing simulations and follow-up support).

- Streamlining the employee lifecycle (onboarding, offboarding, role changes) alongside People Team (P&C) to automate workflows and reduce manual handoffs.

- Coaching our Change & Communications Coordinator through regular 1:1s, helping them own defined workstreams and manage peer-level stakeholder relationships.

Let’s talk about you

You’re a master of structure, curiosity, and stakeholder management You don’t need deep technical or security expertise to be successful here, but you do need to be comfortable leaning into ambiguity, getting up to speed quickly, and bringing order to complex rollouts.

Practical Change Leadership You know how to take priority initiatives and organise them so plans, owners, audiences, and support needs are crystal clear.

Critical Thinking You look beyond the immediate request to understand the real problem. You anticipate operational friction points and know exactly what needs to happen for a change to land well.

Relationship Building You excel at building trusted working relationships across diverse teams (Security, People Team (P&C), Operations) to align expectations and support adoption.

Coaching & Mentorship You know how to support team members by providing context (not just tasks) and giving them the space and feedback they need to grow their independence.

Initiative & Prioritisation You can identify service gaps early and come to the table with first-pass recommendations. You also know how to focus on the highest-val