Hays is partnering with a Defence Consultancy who are supporting a Defence capability program and seeking an experienced Service Management Specialist to support a major Land Simulation capability used across the Australian Defence environment.
Your new role
This position will play a key role in designing, implementing and operating a Service Desk Management System supporting a large-scale simulation and training capability. Working closely with Defence stakeholders, technical teams and industry partners, you will be responsible for establishing service management processes, supporting operational workflows and driving continual service improvement.
- Design and implement a Service Desk Management System within a Defence setting
- Build workflows, service request processes, approval paths, queues, dashboards and reporting
- Develop and maintain service catalogues and self-service capabilities
- Coordinate incidents, requests, problems and knowledge management activities
- Act as the central triage point between technical teams, Defence stakeholders and industry partners
- Produce operational reporting and service performance metrics
- Conduct post-incident reviews and support continuous improvement initiatives
- Manage stakeholder engagement across Defence and external vendors
What you'll need to succeed
- Service Management or Service Desk leadership experience
- Strong ITIL knowledge and practical application
- Experience designing and implementing ITSM or Service Desk solutions
- Experience coordinating multiple technical stakeholders and resolver groups
- Strong documentation, reporting and communication skills
- ITIL 4 Foundation or higher
- Defence ICT experience
- Knowledge of secure ICT environments
- Experience with Service Catalogues and self-service portals
- Understanding of simulation, training or Defence capability environments
- NV1 clearance
What you'll get in return
- 1 year contract + extenstions
- Competitive rate
- Opportunity to work on a large Defence program
📌 Information Communication Technology Service Manager (Canberra)
🏢 Hays
📍 Canberra
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