ITSM Manager

• Nov 2022 - Present

Change and Configuration Lead

• Aug 2020 - Oct 2022

IT Change & Configuration

• May 2019 - Aug 2020

IT Change Manager / Process Owner

• Jul 2017 - Aug 2018

• Worked with the outsourced vendor, consultants, external vendors and internal IT teams to develop new service Management plans to improve user experience and satisfaction levels by enabling AGL to experience all the technologies they consume to get their work done in a simple, seamless, consistent, intuitive, interactive, automated, role-based and secure manner. • Worked on ensuring that the service management process to be lean and agile to align to AGL strategy of going digital • Contributed to promote automation of process activities and interfaces which enables AGL to monitor process capability, maturity and compliance. • Worked with the external consultants to ensure the Service Management Tool is aligned with the updated processes. • Ensuring that end-to-end Change Management process is defined, documented, deployed, maintained & communicated across AGL • Chair the weekly Change Advisory Board (CAB) meetings, acting to resolve conflicting stakeholder priorities and mitigate business risks. • Leading an onshore/offshore outsourced team to ensure that all IT Change Management services across AGL are managed and delivered within the AGL IT Service Management Framework aligned to business requirements. • Governance of the Change Management process • Monitor and audit the Change Management process and maintain reports on process compliance and identified improvements. • Develop and execute Improvement Action Plans from all identified improvements. • Provide guidance on the Change Management process to all the key stakeholders and assist in their training and knowledge development. Show less

IT Change and Configuration Manager

• Nov 2016 - Jun 2017

• Chaired the weekly Change Advisory Board ensuring appropriate review of all related IT changes by the relevant business teams and IT stakeholders. This involved setting and maintaining the meeting agenda and capturing minutes and sharing with the respective stakeholders. • Coordinated with business, IT and project teams to maintain a change and release calendar to ensure appropriate stakeholders have visibility of upcoming changes and can make informed decisions regarding planning releases. • Analysed past change management data to determine trends and identify gaps and improvement plans. • Successfully managed the transition to the new service management tool ( Remedy force). Also learnt the tool’s configuration to further fine tune the tool. • Received an IT quarterly award for my contribution to the company by effectively engaging the teams for Change Management Compliance. Show less

Project Coordinator

• Jan 2016 - Jul 2016

Project Co-ordinator (project based role)• Responsible for the delivery of specific project artefacts • Ensure appropriate project processes and controls exist in line with methodology across the project delivery lifecycle, seeking direction as needed• Assist the project manager and project team to establish and maintain project delivery documentation in line with the project’s governance requirements • Provide timely and proactive support and guidance to projects during key stages such as project start up, on boarding, project zone(documentation) set up, project communication, closure etc. Show less

IT Change Manager

• Jul 2014 - Jul 2016

- Deliver, maintain and rollout an IT Change Management framework for use by the internal organisation, external vendors and clients.- Analysing proposed changes for their potential impact on the business, IT systems and customers and ensuring the risks are highlighted and mitigated accordingly.- Work collaboratively with business stakeholders, project managers, IT service providers, vendors and change implementers to ensure due diligence is done in the planning stages of a change/project to maximise their chance of success. - Create and manage the Change Management KPI and SLA reporting- Working with the Service Owners to define the monitoring requirements, identify and prioritize improvement opportunities and establish Service Improvement Plans (SIPs)- Chair and minute change advisory board (CAB) and Technical Review meetings (TRM) to review and approve planned changes.- Manage FSR (Forward Schedule of Releases) and FSC (Forward Schedule of Changes) to track provide visibility, of changes that would impact the TasNetworks IT environment. Show less

ISG Change Manager

• May 2014 - Jun 2014

Change Management Process Change Management Process

Process Consultant

• Aug 2010 - May 2014

• Developing and implementing new standard policies and procedures as well as improvements to existing policies and procedures. • Designing and implementing information system processes (ITIL based) and functions. • Identify opportunities for standardization and improvement of processes and policies and implement best practices. • Managing and measuring processes compliance to established company policies/procedures, and lead continuous process improvement plans. • Service quality improvement through continuous process improvement and leading process improvement projects. • Process audit, assessment and GAP analysis as well as Process operation and maintenance support. • Measuring the timeliness, quality and effectiveness of all processes performed within a given area of responsibility (demonstrate value in reducing TCO). • Manage assess and analyze the current IT environment. • Dealing with all levels within the organization, including Executive Management. • Ensuring smooth delivery of all IT services as per the contractual agreement. Show less

Service Level Manager

• May 2005 - Aug 2010

Responsibilities: • Maintaining and improve IT service quality through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and instigation of actions to eradicate poor service, in line with business or cost justification. • Improving the quality of service especially responsiveness, resolution time, availability and reliability and Understanding the true cost of doing business and to Reduce service disruptions • Maintain the Service Catalogue for an account or group of accounts. • Negotiate, agree and maintain Service Level Agreements, Operational Level Agreements and Underpinning Contracts • Analyse and review service performance against the SLA, OLA, UC • Organize and maintain the regular Service Level review process, using the Daily Service Review process and augmenting as needed. • Review SLA achievement month-to-date and kick off recovery actions, as needed.  Review outstanding actions from previous reviews  Review current performance  Reviewing service levels and targets  Reviewing underpinning agreements and OLA’s as necessary  Agreeing appropriate actions to maintain/improve service levels • Initiate actions required to maintain or improve service levels Achievements: • Travelled to UK, client site for transitioning the SLM process to offshore and streamline the existing processes. • Successfully completed the Documentation for the SLM processes • Created and implemented a Service Catalog for the account • Initiated various SIPS’ for SLA improvement and successfully achieved the results desired. • Assisted the SM for the Six Sigma Project for further improvements in the service delivery. • Performed in-depth analysis of the services provided and scope for improvements and achieved the same through SIP and projects. Show less

Incident &Problem Manager/Change Manager

• May 2005 - Jul 2008

Responsibilities: • Leading and managing a team of Incident and Problem Specialists for an EMEA account. • Conduct formal training sessions and ad-hoc reviews for the various lines of service supporting the account. • Full involvement and support of ITIL re-organization, key player in ensuring that during and post account re-alignments the PM functions continued to process smoothly for the account. Achievements: • Successfully completed the Documentation for the IPM core Processes. • Took initiative and organized progress meetings with various clients on fortnightly basis. Successfully managed all the client accounts resulting with highly satisfied clients. • Successfully created trending reports for critical applications and different SDM’s on regular basis. • Applauded by various clients for pain stake effort put in the job by my team and me. The data obtained through these reports, help the service desk ensuring swift service restoration. • Initiated the KE (known error) DB and initiate the working and addition / updation of the Problem records. • Participant of the SIP (Service Implementation Plan) with Client for improving the services for the account handled. • Lead the project with SDM's (Service Delivery Managers) and CBM's (Client Business Manager) to complete the RCA process with CBM for the critical applications. • Assisted in the ITIL implementation for the process. • Doing Post Implementation review of all the failed changes to reduce the chances of reoccurrence of failed changes. • Approved all the changes after review as the Change Manager Approval Layer. • Received Certificate of Excellence for contributing for the Root Cause Analysis process. • Ensured that the technical groups adhere to the processes, and that they complete and document Root Cause and Action Items and implement those actions to successful conclusion Show less

TSE

• Nov 2003 - Feb 2005