Head of Information Technology

• Jan 2023 - Present

Head of Enterprise Technology

• Apr 2022 - Nov 2022

Manage the delivery of Enterprise IT Solutions to stakeholders and customers by partnering with vendors and subject matter experts aligning to the business needs within Local and Global Enterprise. • Manage the operations delivery function for Enterprise Technology applications with a view to increase automation and reduce manual effort and interactions • Ensure operational management processes are implemented, issues are escalated and managed, governance is adhered to and updated across portfolio. • Management of teams responsible for Enterprise Technology platforms, Onshore and Offshore • Undertake regular vendor management forums commensurate with vendor specific profiles - size, scale, complexity, and spend. • Ensure that commercial agreement fully represent services being performed, define and manage to agreed Service Level Agreements and look for opportunities to continually improve and evolve • Maintain a strong focus on Enterprise Technology budgets Show less

DBS Area Head of IT Services - (SEA Region)

• Apr 2019 - Mar 2022

Lead the Digital Services Team to deliver the IT strategy and roadmap for SEA and ensure all systems are 100% operational. • Manage service and IT partners to deliver successful projects across infrastructure and application platform, ensuring adherence to SLAs and capturing performance via service reviews. • Delivered 100% compliance on Sox controls within BAT. • Managed local service catalogue and global budget for the SEA and ensure all IT spent is budgeted accordingly. • Enabled strong stakeholder relationships with all Functional Heads of BAT and work collaboratively to transform the overall DBS Services vision. • Reduced Legacy applications and digitally transformed the application platform. • Transformed business collaboration by implementing new ways of working (Agile) that improved services between business and IT. • Reduced incidents by 20% for SEA market. • Delivered BAT’s budget savings of 5% year on year. • Improved customer experience and enhanced productivity by delivering digital technology that supported the apps and infra space • Delivered world class user experience by simplifying processes via automation Show less

Senior IT Service Manager - Group Enterprise Risk and Security

• Dec 2016 - Apr 2019

Point of contact between the business and IT, I delivered IT Services across Group Risk and Security Platforms, ensuring critical and highly distributed applications were fully operational and within SLA, and focusing on supporting the bank’s objective to meet regulatory and compliance needs. • Built strong relationships and collaborated effectively with key senior stakeholders, ensuring IT systems met business needs. • Reduced technical debt and high risk audit findings by implementing risk processes • Managed the Operation Delivery Team and level 2 & 3 Technical engineers, guaranteeing exceptional service was delivered to the Group Risk and Security Platform. • Reduced failed change rate by 10% and improved availability across IT services • Managed Vendors and Partners to deliver solutions and monitor progress and performance against agreed deliverables. • Ensured quality of outcomes, appropriate risk management and seamless integration. • Provided analytical insights to Operations Management team and identified optimisation initiatives that resulted in improved services Show less

Senior Service Delivery Manager - Enterprise

• Feb 2016 - Dec 2016

Managed the delivery of IT Services across large Enterprise accounts. • Directing Cloud and Network Infrastructure services to ensure complex and highly distributed end user computing environment was fully operational and within SLA. • Improved customer satisfaction (CSAT) by 20%, improving and redefining processes to align with expectations. • Secured 90% client retention after improving the delivery of services to Enterprise customers • Maintained collaborative approach and strong alignment with Sales and Delivery team to meet customer’s needs. • Managed and mentored level 2 & 3 Technical engineers Show less

Enterprise IT Service Manager

• Jul 2013 - Nov 2015

Managed and controlled Samsung’s Technical Project and Service Mobility, supporting all IT products, including Large Format Display (LFD), Handheld Mobile devices, Tablets and Print. • Provided technical leadership to the B2B Sales and Services division, ensuring world-class service was delivered within SLA to Enterprise customers. • Improved relationship with IT vendors and service partners with the introduction of a monthly meeting to ensure services were delivered within SLA. • Increased overall CSAT by 15% by implementing outreach calls / contacts to better understand client’s support requirements. • Managed Enterprise teams, including Service Desk, Incident Management, and Level 2/3 Technical Specialists, ensuring IT services were delivered and customer escalations addressed in accordance to agreed service levels. • Improved delivery of services to Enterprise clients by providing premium support on B2B IT projects. • Developed and implemented 24/7 on-call support for Enterprise customers. • Managed weekly Enterprise meetings to discuss product cases, analysed escalated cases and incident reports to ensure the KPIs and SLAs were met and maintained. • Maintained strong alignment with the Sales and Delivery team by attending their weekly meeting and presenting to stakeholders with a proactive approach to resolve issues prior to escalation. • Increased security capability by 10% for Enterprise customers by implementing KNOX support across compatible HHP technology. Show less

Service Delivery Manager

• Jul 2011 - Dec 2012

Managed the delivery of IT Services across large Enterprise accounts in Asia Pacific, focusing on SLA management and successful project goals and managing SLAs/OLAs to ensure alignment in monthly financial planning and forecast. • Reduced incidents by 10% and improved end-to-end service delivery by enhancing communication efficiency between Business and IT teams, resulting in higher quality IT projects and Net Promoter Scores (NPS). • Increased the rate of successful service deployment by articulating client-needs to technical teams, acting as the in-house customer advocate. • Contributed to incremental increases in revenue by assisting clients during the transition to and implementation of new IT services. • Streamlined business practice by establishing service delivery process. • Codified and exceeded Dell’s pledge to large Enterprise customers by successfully exceeding CSAT through NPS. • Handled stakeholder’s governance meetings, ensuring Crisis Management/Business Continuity plans were developed. Show less

Technical Services Manager

• Nov 1999 - Jul 2011

Twelve-year experience and exposure to various aspects of IT through the attainment of several different positions. Managed Nike’s Service Desk and Retail/Network Infrastructure within ANZ. Accountable for all aspects of delivering IT services across ANZ including budget management. Delivered IT projects on time and on budget by utilizing the LEAN principles and ITIL framework. Coached, managed and mentored IT team members and promoted motivation for career development. Managed the communication and presentation of IT strategy to inform senior management regarding future project plans.* Awarded (Nike Global LBS for MAXIMS #8: Do the Right Thing) in 2009 for excellence in Service Delivery at Nike ANZ.*Key Achievements:- Effectively managed Nike’s IT Network Infrastructure and Network management, which included planning, implementation rollout and continuous service review.- Reduced costs by 15% by designing and implementing the Network Infrastructure roadmap for Nike Offices and Retail stores across the Pacific region.- Increased budget savings by 20% by managing the procurement and rollout of Nike Pacific’s Network architecture model infrastructure project.- Empowered Technical Support Staff by enabling a mentorship program to ensure support capabilities were in place.- Successfully Delivered IT projects on time and within budget by utilizing the LEAN principles and ITIL framework.- Developed Service Delivery Process Improvement (SDPI) Community for Asia Pacific, resulting in high benchmark standards for continuous improvement and best practice sharing within the Asia and US regions.- Successfully managed Nike Global projects such as MPLS Network Upgrade, WISE, VoIP and SAP that led to an excellent global technology alignment. Show less

Network OPS Manager

• Nov 2005 - Nov 2008

* Honourable Mention Award for Nike Global MAXIMS # 7: Evolve Immediately (2007)* - Successfully managed and led the team to ensure the smooth running of IT infrastructure systems and projects for both Australia and New Zealand (ANZ).- Successfully developed IT budgets and forecasts, ensuring expenditure remained within the budget.- Assisted with cost benefit analysis and ROI determination for IT related projects whilst determining impacts and reducing the IT spend up to 20%.- Managed KPIs for service delivery of IT Infrastructure. - Mentored, trained and supported 1st level Network Analyst with current processes and procedures.- Supported the implementation of local country specific projects and managed 3rd party vendors, ensuring best service was delivered within Australia and New Zealand (ANZ).- Supported the country based projects execution effort and Sales Operation team with day-to-day Business and IT initiatives such as Nike.Net, Go2Plan, PTO and Planet. - Managed the Avaya VoIP system and Network upgrade in Australia ad New Zealand (ANZ). Show less

Senior Network Analyst

• Nov 1999 - May 2006

* Awarded for Nike MAXIMS # 5: The Consumer Decides (2006).*- Managed the IT network infrastructure and service for both Australia and New Zealand (ANZ). - Developed, planned and executed infrastructure projects to support Pacific’s initiatives. - Resolved complex problems and responded to incidents. - Managed Pacific’s IPT cost and ensured best service was met. - Developed and planned project proposal for Sales and Marketing initiatives. - Assisted in the development of IT Strategic Plan, FPR and quarterly result. - Developed relationships with overseas IT counterparts through Regional meetings. Show less