Customer Portfolio Manager

• Nov 2019 - Present

I manage key State Government departments, supporting them to optimise their technology through effective pre-sales and project development and also supervise three portfolio managers. I work closely with clients’ CIO and program managers, consulting to understand their goals and develop product and service roadmaps.I manage presales processes including reviewing and verifying project requests and leading solution designers, architects and developers to scope, design and cost solutions. I present these to clients, plan resources, prepare budgets and manage the handover to the PMO. Additionally, I managed the ICT merger strategy to integrate VicRoads into the Department of Transport including architecting solutions and building the roadmap. Show less

Program Manager

• Mar 2017 - Nov 2019

I started as a Senior Technical Project Manager and was then promoted to Program Manager, leading the team of business analysts, project managers and project coordinators. I led a range of critical technology programs impacting staff to Ministerial level. Accountable for planning, managing program deliverables, stakeholder relationships and change management, I optimized processes and delivered innovation and automation.

Senior Technical Project Manager

• Apr 2017 - Mar 2018

I was responsible for managing the Windows 10 and Microsoft Office 365 migrations and implementation including Notes to Exchange, SharePoint for applications and data shares, Yammer, Skype for Business, and Teams. This included full accountability for preparing proof of concepts and researching products to define project strategy, defining technical requirements, technical procurement, project execution and change management processes. I developed a new support model for services and migrated 8,200 users. Additionally, I onboarded a new client into Centrix Managed Services including operational changes and the transition to catalogue items. Show less

Senior Project Manager

• Dec 2014 - Mar 2017

I was accountable for working with clients to elicit requirements, workshop ideas and define technology solutions to achieve the target state. After defining and scoping the strategy for approvals, I was responsible for project planning and execution with a focus on automating deployments and driving efficiencies in the project lifecycle. I drove Agile Scrum development and delivery practices across the organisation to improve project management processes. I was accountable for working with clients to elicit requirements, workshop ideas and define technology solutions to achieve the target state. After defining and scoping the strategy for approvals, I was responsible for project planning and execution with a focus on automating deployments and driving efficiencies in the project lifecycle. I drove Agile Scrum development and delivery practices across the organisation to improve project management processes.

Senior Manager: Service Applications (APAC)

• Jan 2012 - Nov 2014

I worked on the Customer Service Solution (CSS) from 2006 through the product development lifecycle and global roll-out. In this role, I managed a team of developers to deliver new products as modules for the CSS, from initial strategy through to deployment. I led the team delivering the APAC roll-out of the solution to all Acer divisions in the region (60 sites across 11 countries) including business process re-engineering, customization, deployment, change management and user training. I worked on the Customer Service Solution (CSS) from 2006 through the product development lifecycle and global roll-out. In this role, I managed a team of developers to deliver new products as modules for the CSS, from initial strategy through to deployment. I led the team delivering the APAC roll-out of the solution to all Acer divisions in the region (60 sites across 11 countries) including business process re-engineering, customization, deployment, change management and user training.

Various

• Jun 2005 - Nov 2014

I started working for Acer as an analyst (programmer) via a consultancy (Hammer Consulting) to work on an aftersales customer service solution. I was hired directly by Acer and promoted to lead the team and continue working on this application. I was promoted again and worked in dual roles in different regions. These included leading a team of developers to customize, mature the solution and develop different modules, to deliver an aftersales ERP and leading consulting and deployment teams to deploy the solution to Acer business and partners around the world. Show less

CSS IT Manager: Consultant, Program & Application Delivery Manager (Americas)

• Jan 2009 - Dec 2011

I managed the deployment of the Customer Service Solution (CSS) to all countries in North America, South America and Canada. This involved considerable negotiation with senior stakeholders to gain buy-in to the solution and convince them it would work within a very different business. I conducted extensive business analysis, gap analysis and process modelling and led the team of developers to develop the customizations and APIs for third-party integrations. I led another team to complete the deployment throughout the region (14 onsite and 50 offshore). Show less

CSS Systems Manager: Project Manager & App Delivery Manager (EMEA)

• Jul 2006 - Dec 2008

While moving into a deployment and project management role, I managed a deployment team to implement the customer service solution across the EMEA region. I also managed a team of developers to customize and mature the product and develop additional modules. Additionally, I led the design and development of a customized solution for Acer Service Providers and then the deployment of this with third party providers.

Senior Analyst

• May 2005 - Jun 2006

I started as a programmer embedded in the client’s team and was then recruited directly in a more senior team leader role. I was responsible for application development, UI design, coding, database scripting, testing and deployment (Visual Basic, ASP.NET & SQL Server).

Systems Analyst

• Mar 2003 - May 2005