Azooa is preparing a response for RFx29794 – Land Simulation Capability – Service Management Specialist and is seeking suitably qualified contractors for this Defence chance.

This role supports LS Core 2.0 – Tranche 2 within the Directorate Land Training Capability, Land Capability Division, Army. The engagement requires a Service Management Specialist with strong ITSM, service desk design, DSMS, ITIL, service catalogue, triage workflow, stakeholder coordination and secure Defence ICT environment experience.

Overview

The Directorate Land Training Capability manages a Common Simulation Suite within the Persistent Land Simulation System to enable realistic high-end warfighting training and prepare land forces for conflict.

DLTC delivers and integrates Live, Virtual and Constructive simulation in line with Army needs, enabling Army to train across the full spectrum of operations in complex environments.

This role supports the design, build, implementation and operation of the Service Desk Management System for LS Core 2.0.

The service management capability will support users, technical teams, industry partners and integration pathways for LS Core services.

Core Purpose

The core purpose of the Service Management Specialist role is to design, build, implement and operate the LS Core 2.0 Service Desk Management System.

The role will establish effective service desk capability, ITIL-aligned service management practices, service catalogue structures, triage workflows, reporting mechanisms and stakeholder coordination processes.

The successful contractor will operate as a single responsible practitioner with autonomy and initiative.

Scope / Responsibilities

The Service Management Specialist will be expected to:

- Design, configure and implement the LS Core service desk capability within DSMS
- Build request types, workflows, routing rules, queues, approval steps, SLAs, dashboards, knowledge articles and forms
- Establish integration pathways for industry partners submitting service requests or integration tasks
- Operate the service desk as the single practitioner responsible for triage, allocation, communication and workflow oversight
- Coordinate and elevate work with the LS Core Platform and Infrastructure Engineer and other resolver groups
- Manage interactions with industry partners seeking to integrate systems with LS Core 2.0
- Maintain consistent operation of Incident, Request, Problem and Knowledge Management processes
- Develop and maintain the LS Core Service Catalogue
- Define service definitions, request models, SLAs, OLAs and dependencies
- Align the service catalogue with LS Core capability boundaries, technical architecture and operational workflows
- Produce weekly operational reports
- Produce monthly service performance summaries
- Oversee continuous improvement initiatives across workflows, ticket quality, automation,



knowledge base and service efficiency
- Conduct and document Post Incident Reviews
- Track and report integration requests from industry partners
- Engage regularly with the Capability Manager and LS Core technical / infrastructure teams
- Act as the operational contact point for industry partners integrating with LS Core
- Liaise with DSMS administrators, Defence ICT stakeholders and external service providers
- Operational LS Core 2.0 Service Desk Management System built and implemented in DSMS
- Functional Service Catalogue aligned to LS Core services, user needs and integration pathways
- Request types, workflows, routing rules, queues and approval steps
- SLA configuration and service performance measures
- Dashboards, knowledge articles and forms
- Triage workflows for internal end users
- Triage workflows for third-party industry partners seeking LS Core integration
- Triage workflows for tasks requiring coordination with the Infrastructure Manager
- Incident Management process support
- Request Management process support
- Problem Management process support
- Knowledge Management process support
- Weekly operational reports
- Monthly service performance summaries
- Integration request tracking and reporting
- Continuous improvement recommendations for workflows, automation, reporting and service quality

Mandatory / Essential Criteria

Candidates should be able to demonstrate:

- Demonstrated experience at SFIA v9 Level 4 in service management or service desk operations
- Proven capability designing and building service desk systems or ITSM environments
- Preferred experience with DSMS
- Strong understanding of ITIL
- Experience applying:
- Request Management
- Knowledge Management
- Experience triaging and coordinating work across:
- Technical teams
- External partners
- Ability to work as a single responsible practitioner with autonomy and initiative
- Current or ability to meet NV1 personnel security clearance requirements

Highly desirable experience may include:

- Experience in Defence ICT environments
- Experience in complex secure networks
- Knowledge of LS Core 2.0 architecture
- Knowledge of LS Core 2.0 integration processes
- ITIL 4 Managing Professional certification
- Experience engaging with Defence stakeholders, including ADF, APS and contractors
- Experience supporting service desk operations for secure or classified ICT environments
- Experience with workflow automation, reporting, dashboards and service quality improvement
- RFQ Number: RFx29794
- Work Order Title:



Land Simulation Capability – Service Management Specialist
- Role Title: Service Management Specialist
- SFIA Job Title: Service Level Management
- Key Position: Yes
- Personnel Security Clearance: NV1
- Primary Location: HMAS Harman, Canberra ACT
- Other Locations: Other Commonwealth premises as directed in writing
- Remote Work: Only where pre-approved in writing by the Commonwealth
- Work Order End Date: 30 June 2027
- Extensions: Up to 2 x 12-month extensions at Commonwealth discretion
- Allowable Expenses: Travel and accommodation may be reimbursable where pre-approved

Location and Travel Requirements

The primary work location is:

The role may also require work at other Commonwealth premises as directed in writing.

Remote work is only available where pre-approved in writing by the Commonwealth.

The SOW notes that the resource must have the willingness and ability to undertake interstate travel and work onsite at HMAS Harman, Canberra.

Clearance Requirements

This role requires NV1 personnel security clearance.

The Work Order also notes:

- Supplier Personnel additional security clearance level: NV1
- DISP membership required for Supplier: Entry Level
- DREAMS token may be issued
- Defence Common Access Card may be issued
- Work will be performed on Commonwealth premises
- Defence security, probity, conflict of interest and compliance requirements apply

RFQ Relevance

- Service desk system design and implementation
- ITSM environment design and build experience
- DSMS experience, where applicable
- ITIL-aligned Incident, Request, Problem and Knowledge Management experience
- Service Catalogue and self-service portal experience
- Triage and workflow coordination experience
- Experience coordinating with technical teams, vendors and industry partners
- Defence ICT or secure network experience
- Ability to work autonomously as the single responsible practitioner
- Strong documentation and stakeholder communication capability
- Ability to work onsite at HMAS Harman
- NV1 clearance

Rate Guidance

- Azooa recommended rate: $143.45/hour including super
- Azooa recommended value-for-money target: $143.45/hour including super or under

Rate competitiveness generally works as follows:

- Under $143.45/hour including super: strongest value-for-money position and higher chance of winning
- At $143.45/hour including super: competitive and aligned to Azooa’s recommended rate
- Above $143.45/hour including super: less competitive unless specialist Defence ICT, DSMS, LS Core 2.0, ITIL, service desk implementation, NV1 or secure-network experience strongly justifies the rate

Higher rates may still be considered where niche Defence ICT, LS Core 2.0, DSMS, ITSM implementation, Service Catalogue, NV1 clearance or strong HMAS Harman onsite availability outweighs rate competitiveness.

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📌 Senior Service Delivery Manager (Canberra)
🏢 Azooa
📍 Canberra