Azooa is preparing a response for RFx29794 – Land Simulation Capability – Service Management Specialist and is seeking suitably qualified contractors for this Defence opportunity.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.Azooa is looking to submit candidates at $143.45/hour including super or under, as this would present a stronger value-for-money position in the current market.Join the winning Azooa Contracts Team. Azooa’s Contracts Team has a genuine interest in helping contractors find new roles and secure strong Defence and Federal Government opportunities.OverviewThe 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 PurposeThe 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 / ResponsibilitiesThe Service Management Specialist will be expected to:Design, configure and implement the LS Core service desk capability within DSMSBuild request types, workflows, routing rules, queues, approval steps, SLAs, dashboards, knowledge articles and formsEstablish integration pathways for industry partners submitting service requests or integration tasksOperate the service desk as the single practitioner responsible for triage, allocation, communication and workflow oversightCoordinate and escalate work with the LS Core Platform and Infrastructure Engineer and other resolver groupsManage interactions with industry partners seeking to integrate systems with LS Core 2.0Maintain consistent operation of Incident, Request, Problem and Knowledge Management processesDevelop and maintain the LS Core Service CatalogueDefine service definitions, request models, SLAs, OLAs and dependenciesAlign the service catalogue with LS Core capability boundaries, technical architecture and operational workflowsProduce weekly operational reportsProduce monthly service performance summariesOversee continuous improvement initiatives across workflows, ticket quality, automation,



knowledge base and service efficiencyConduct and document Post Incident ReviewsTrack and report integration requests from industry partnersEngage regularly with the Capability Manager and LS Core technical / infrastructure teamsAct as the operational contact point for industry partners integrating with LS CoreLiaise with DSMS administrators, Defence ICT stakeholders and external service providersKey DeliverablesExpected deliverables may include:Operational LS Core 2.0 Service Desk Management System built and implemented in DSMSFunctional Service Catalogue aligned to LS Core services, user needs and integration pathwaysRequest types, workflows, routing rules, queues and approval stepsSLA configuration and service performance measuresDashboards, knowledge articles and formsTriage workflows for internal end usersTriage workflows for third-party industry partners seeking LS Core integrationTriage workflows for tasks requiring coordination with the Infrastructure ManagerIncident Management process supportRequest Management process supportProblem Management process supportKnowledge Management process supportWeekly operational reportsMonthly service performance summariesPost Incident ReviewsIntegration request tracking and reportingContinuous improvement recommendations for workflows, automation, reporting and service qualityMandatory / Essential CriteriaCandidates should be able to demonstrate:Demonstrated experience at SFIA v9 Level 4 in service management or service desk operationsProven capability designing and building service desk systems or ITSM environmentsPreferred experience with DSMSStrong understanding of ITILExperience applying:Incident ManagementRequest ManagementProblem ManagementKnowledge ManagementExperience triaging and coordinating work across:Technical teamsExternal partnersVendor environmentsAbility to work as a single responsible practitioner with autonomy and initiativeStrong communication skillsStrong documentation skillsCurrent or ability to meet NV1 personnel security clearance requirementsDesirable CriteriaHighly desirable experience may include:Experience developing Service CataloguesExperience developing self-service portalsExperience in Defence ICT environmentsExperience in complex secure networksKnowledge of LS Core 2.0 architectureKnowledge of LS Core 2.0 integration processesITIL 4 Foundation certificationITIL 4 Managing Professional certificationExperience engaging with Defence stakeholders, including ADF, APS and contractorsExperience supporting service desk operations for secure or classified ICT environmentsExperience with workflow automation, reporting, dashboards and service quality improvementEngagement DetailsRFQ Number: RFx29794Work Order Title: Land Simulation Capability – Service Management SpecialistProject / Work Order: LS Core 2.0 – Tranche 2, LCD-26-0011Role Title: Service Management SpecialistSFIA Job Title: Service Level ManagementSFIA Code / Level: SLMO Level 4Key Position: YesPersonnel Security Clearance: NV1Primary Location: HMAS Harman, Canberra ACTStreet Location: Waller Road, Harman ACT 2609Other Locations: Other Commonwealth premises as directed in writingRemote Work:



Only where pre-approved in writing by the CommonwealthWork Order End Date: 30 June 2027Extensions: Up to 2 x 12-month extensions at Commonwealth discretionAllowable Expenses: Travel and accommodation may be reimbursable where pre-approvedLocation and Travel RequirementsThe primary work location is:HMAS Harman, Waller Road, Harman ACT 2609The 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 RequirementsThis role requires NV1 personnel security clearance.The Work Order also notes:Supplier Personnel additional security clearance level: NV1DISP membership required for Supplier: Entry LevelDREAMS token may be issuedDefence Common Access Card may be issuedWork will be performed on Commonwealth premisesDefence security, probity, conflict of interest and compliance requirements applyRFQ RelevanceYour profile will need to be positioned against the RFQ requirements, including:Service Management Specialist experienceSFIA SLMO Level 4 alignmentService desk system design and implementationITSM environment design and build experienceDSMS experience, where applicableITIL-aligned Incident, Request, Problem and Knowledge Management experienceService Catalogue and self-service portal experienceTriage and workflow coordination experienceExperience coordinating with technical teams, vendors and industry partnersDefence ICT or secure network experienceAbility to work autonomously as the single responsible practitionerStrong documentation and stakeholder communication capabilityAbility to work onsite at HMAS HarmanNV1 clearanceRate GuidanceAzooa recommended rate: $143.45/hour including superAzooa recommended value-for-money target: $143.45/hour including super or underAzooa is looking to submit candidates at $143.45/hour including super or under, as this would present a stronger value-for-money position in the current market.Rate competitiveness generally works as follows:Under $143.45/hour including super: strongest value-for-money position and higher chance of winningAt $143.45/hour including super: competitive and aligned to Azooa’s recommended rateAbove $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 rateHigher rates may still be considered where niche Defence ICT, LS Core 2.0, DSMS, ITSM implementation, Service Catalogue, NV1 clearance or solid HMAS Harman onsite availability outweighs rate competitiveness.How Azooa Can Support YouJoin the winning Azooa Contracts Team to deliver this engagement and receive support with:A genuine interest in helping contractors secure new rolesPositioning your profile to maximise win probabilityHelping align your rate with current market expectations and value-for-money positioningAssisting with tailored resume and Key Person submission strategyHighlighting relevant Defence ICT, ITSM, DSMS, ITIL and service management experienceSupporting submission positioning against SFIA SLMO Level 4Providing access to similar Defence and Federal Government ICT opportunities

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