General Manager, Service Delivery & Technology Operations

• May 2018 - Present

As the Global General Manager, Service Delivery within Concentrix Tigerspike, Christopher's responsibilities are to build, grow and lead a high performing Managed Services business along with being responsible for the security and compliance functions as well as leading the global internal support teams. Christophers day-to-day is to ensure that Concentrix Tigerspike customers are provided with service excellence, but also ensuring the internal business can service its customers globally, without disruption in secure way. Key Responsibilities & Achievements: • Providing governance and oversight of service management processes within the various internal and external facing teams, vendors, and partners • Lead and grow the global Managed Services Team (off, near and on-shore) by over 500% over 3 years • Leading the Security and Compliance function and implementing controls in accordance with ISO:27001 • Providing supervision and governance of Concentrix Tigerpsike software and hardware platforms, procurement and Licensing • Product Owner for internal Technology projects • Continual Service Improvement plans and initiatives • Amazon Web Services (AWS) and Microsoft Azure account and partnership management • Financial management & reporting

Head of Service Delivery - WooliesX

• Dec 2016 - Feb 2018

As the Head of Service Delivery, Customer Data & Technology, Christopher's responsibilities are to lead and inspire an Infrastructure and an Application Support team. The core is to ensure that the customer data platform is operational, that integrations between source and target systems are aligned and the business teams are getting their campaigns out in time, every time. Key Responsibilities: • Ensuring governance of service management processes within the team, vendors, and partners • Amazon Web Services (AWS) account management • Providing supervision and governance of ICT Infrastructure and Applications (Turning technical jargon into business language) • Review and providing input to the enhancement or creation of new solutions • Escalation point for the business who have any issues or enquiries relating to Customer Data Technologies • Identify and improve Technology Services provided to the business • Provide reporting and metrics to SLT/EXEC • Provide guidance and training to stakeholders on processes, documentation and governance • Financial management consisiting of, platforms, applications & services, professional subscriptions and consulting services • Assessing existing processes and developing and redeveloping where applicable to streamline services to be productive and efficient in providing effective customer technology services.

Service Delivery Manager

• Feb 2013 - Dec 2016

As a Service Delivery Manager, Christopher looks at Technology & Business processes and assists the business in meeting their specific requirements when it comes to Technology. Christopher has helped define these services since moving to Perpetual, so that the business exceeds with the staff and resources it has available, via the many 3rd party vendors & Partners Perpetual uses to achieve the desired results. Christopher has defined, configured and instilled an ITIL discipline that can be measured with meaningful metrics. Using these new metrics to then drive continuous service improvement. Most importantly, Christopher fosters business-IT partnerships to the benefit of the company as a whole, eliminating the Us versus Them mind-set and the unproductive activities it drives when working with various stakeholders internally and externally. Such attributes and responsibilities include: - Incident & Problem Management - Customer Relationship Management - Service Level Management - Financial Management for Technology & Consulting Services - Business & IT alignment - IT Service Continuity Management (BCP) - IT Service Optimization & Continual Service Improvement (CSI) - Vendor Management - Microsoft Azure and Office365 platform and subscription management - Lean Bronze and CI trained for Agile Sprints and Kaizan Blitz.

Transition & Process Manager

• Nov 2010 - Feb 2013

In this role the responsibilities are to ensure the transition between a new or existing customer is successfully completed within Service Support. I work with departments to ensure their functions within the business are catered for. My responsibilities include Documentation (tailored process creation for customers)Toolset configuration (configuring toolset to meet SOW requirements)Phone system configuration (setting up Cisco handsets and queues)Contract Review / Gap Analysis (Statement of Work reviews)RFI/RFP/Knowledge Acquisition Cost Modeling & BudgetingWorkshops (external & internal)Vendor management / engagementClient Relationship / Stakeholder management (Executive level)Consultation (provide custom based services to meet customers needs)Testing & Validation against business and service processes

Service Desk Manager

• Sep 2008 - Nov 2010

Christopher has been responsible for many roles within his career at Fujitsu starting from a Technical Support Analyst right through to managing a service desk. Through these he has gained extensive knowledge and experience in an I.T Service Management environment which has been highlighted here below:- Critical Incident Team Manager (Problem Management, Major Incident Management & 24x7 Incident Analysts)- Service management transitions- Crystal Reporting & Business Objects administration- Trend analysis, Root Cause Analysis and PIR investigation- Service Level Management- SharePoint and Documentation Management- KPI reporting, succession plans and technical escalation point: - Client Relationship ManagementAchievements--Doubled the clientele in Problem Management within 1 year from 6 to 12 customers.-Reduced Major Incident Management MTTR (Mean time to recover) services by 15mins within 6months of managing the team for all clients under management. - Involved and responsible for coordinating 2 x service center relocations for 70+ staff- Involved in and coordinated 2 x telephony relocations/upgrades

Service Desk Team Leader

• Jan 2008 - Sep 2008

Service Desk Analyst

• Aug 2007 - Jan 2008

Contract Administrator/Technical Lead

• Jul 2005 - Jun 2006

Customer Service Representative

• Jun 2004 - Jun 2005