Experience

Service Stream

• Australia
• Civil Engineering
• 700 & Above Employee

• Service Delivery Lead

  • Jul 2012 - Present

  Champion of best practice processes utilising the ITIL framework. This includes establishing a Reporting, Service Management Toolset Product Specialist, assisting with the creation and maintenance of the Service Catalogue, defining service levels and establishing Service Level Agreements for all services. Provision of operational support in Change Management, Change Approval Board, Problem Management and Post Incident Review processes. Champion of best practice processes utilising the ITIL framework. This includes establishing a Reporting, Service Management Toolset Product Specialist, assisting with the creation and maintenance of the Service Catalogue, defining service levels and establishing Service Level Agreements for all services. Provision of operational support in Change Management, Change Approval Board, Problem Management and Post Incident Review processes.



Service Stream

• Australia
• Civil Engineering
• 700 & Above Employee

• Technology Support Manager

  • Sep 2010 - Dec 2011

  Manage the Service Desk / Desktop team to provide support for over 40 plus locations, with 1000 staff, and 1500 plus contractors. FLF averaging 70% Achieved a strong team, with a huge reduction in staff turnover, enabling staff career progression at the same time building robust business relationships. Manage the Service Desk / Desktop team to provide support for over 40 plus locations, with 1000 staff, and 1500 plus contractors. FLF averaging 70% Achieved a strong team, with a huge reduction in staff turnover, enabling staff career progression at the same time building robust business relationships.



Cadbury plc.

• IT Service Desk Team Leader

  • Oct 2007 - Jul 2010

  Responsible for management of the Service Desk staff, the ongoing needs of end users and relationships between IT and business partners. Supervising the day to day running of the Service Desk to ensure a high quality, efficient service is being provided to our end users. Monitoring individual, team and group performance of the service desk consultants with respect to service levels, quality, productivity and call statistics. Incident Management where necessary, overseeing impeccable communication and co-ordination of incident response teams in a global organisation. Training of staff, both within and external to the Service Desk, inclusive of training the Manager, team leaders, and staff as part of the handover. Show less



SAI Global

• Information Services
• 500 - 600 Employee

• Service Desk / Desktop support

  • 2003 - 2008

  Provision of individual IT service desk and deskside support to 70 staff onsite, as well as many roaming staff, providing an 80% FLF. Inclusive of purchasing, telephony support, server support. Remote team player, self managed, as part of a team based elsewhere. Provision of individual IT service desk and deskside support to 70 staff onsite, as well as many roaming staff, providing an 80% FLF. Inclusive of purchasing, telephony support, server support. Remote team player, self managed, as part of a team based elsewhere.



Edexcel

• Helpdesk

  • Sep 2000 - Mar 2001



UCMS

• Scheduling

  • 1998 - 2000

  Scheduling a call centre of 45 people with various campaigns and requirements Scheduling a call centre of 45 people with various campaigns and requirements