Crede Harrison
Service Delivery Manager at 4Logic- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Master in Business Administration (Leadership)
Curtin UniversityJan, 2016- Nov, 2024
Experience
-
4Logic – Now New Era Technology
-
Australia
-
IT Services and IT Consulting
-
1 - 100 Employee
-
Service Delivery Manager
-
Aug 2020 - Present
This role is responsible for providing leadership, ensuring proper delivery of support services to 4Logic clients, and managing several teams of technical resources to deliver these services. My key achievements in this role are that I have developed the Incident, Change, and Problem processes, improved client reporting and data dashboards, trained staff in “above and below the line thinking”, and fostered a continuous improvement environment. Key Responsibilities • Develop Incident, Change, and Problem processes, improve client reporting and data dashboards, and foster a continuous improvement environment. • Led and managed three teams with 20 staff to deliver support services, ensuring operational, service, and resource management aspects aligned with client requirements and organisational priorities. • Manage service delivery teams' performance indicators to improve the service desk function continuously. • Provide insightful reporting to drive service improvements throughout the organisation. • Promote a culture of service excellence, innovation, above-the-line thinking, and continuous improvement.
-
-
-
ES2
-
Australia
-
IT Services and IT Consulting
-
1 - 100 Employee
-
Service Delivery Manager
-
Mar 2019 - Jul 2020
This was a new role created in the company. I was responsible for providing leadership, ensuring proper delivery of support services to ES2 clients’ business users, and managing a team of technical resources to deliver these services. My key achievements in this role were the implementation of the Incident, Change, and Problem processes, improved client reporting, and delivered a project to implement a new ticketing system that moved from Zoho to FreshService. Key Responsibilities • Implement Incident, Change, and Problem processes, improve client reporting, and deliver a project to implement a new ticketing system. • Maintain high-performing service support functions, including IT Service Desk, Desktop Support and VIP Support. • Monitor, control, and support service delivery, ensuring methodologies and procedures are in place and followed. • Accountable for the quality of service and performance, ensuring future demand from growth and projects is factored into the capacity plan for all associated systems. • Manage internal desktop computing environment, commercial agreements, and regular management reporting.
-
-
-
ASG Group
-
Australia
-
IT Services and IT Consulting
-
700 & Above Employee
-
Problem and Incident Manager
-
Nov 2017 - Mar 2019
I was responsible for coordinating technology-related critical incidents and documenting a thorough synopsis of events from the onset of the critical incident through the restoration of service. Also responsible for ensuring proper root cause analysis occurs after all critical incidents. This was an established role, and while I did not manage to introduce anything new to the environment, a key achievement was updating the business's Incident and Problem processes. Key Responsibilities • Coordinate technology-related critical incidents, document a thorough synopsis of events and ensure proper root cause analysis occurs. • Manage key stakeholders and business issues during critical ICT incidents, provide timely communications, and conduct in-depth reviews on major incidents. • Provide training on ICT Incident and Problem processes, develop and update Incident and Problem process documents, and provide ongoing continual service improvement.
-
-
-
Synergy (Electricity Generation and Retail Corporation)
-
Australia
-
Utilities
-
700 & Above Employee
-
Service Management Manager
-
Jun 2017 - Nov 2017
I was seconded to lead a team that oversees the performance and execution of the ICT Service Management process portfolio.My key achievements were creating and implementing an internal ICT self-service portal to streamline users’ interaction with ICT and training the business users on how to use it, which reduced overall calls and emails to the Service Desk. Key Responsibilities• Oversaw the performance and execution of the ICT Service Management process portfolio.• Created and implemented an internal ICT self-service portal to streamline users' interaction with ICT and reduce overall calls and emails to the Service Desk.• Monitored ICT business partner compliance on SLA targets and reported on ICT availability, SLA compliance, and trends.• Served as the primary major incident manager, including a weekly rotating on-call after-hours service.
-
-
Service Desk Manager
-
Jan 2015 - Nov 2017
Manage the Service Desk function and provide first-line assistance for all ICT-related issues and queries in Synergy.My achievements in this role were the successful coordination and migration of over 1000 users from one building to another, with the Service Desk managing the user setup and maintaining service levels during the transition. Other minor achievements include continuous improvement of Service Desk processes and leading team cultural activities.Key Responsibilities• Oversaw the performance and execution of the ICT Service Management process portfolio.• Created and implemented an internal ICT self-service portal to streamline users' interaction with ICT and reduce overall calls and emails to the Service Desk.• Monitored ICT business partner compliance on SLA targets and reported on ICT availability, SLA compliance, and trends.• Served as the primary major incident manager, including a weekly rotating on-call after-hours service.
-
-
-
Bankwest
-
Australia
-
Financial Services
-
700 & Above Employee
-
Major Incident Manager
-
May 2014 - Dec 2014
Key Responsibilities• Owned end-to-end management for high-priority and major incidents.• Monitored incident management effectiveness and maintained the Major Incident system.• Coordinated with suppliers and technical teams to drive incident resolution.• Facilitated Technical Incident Bridges and participated in IT Management and Governance Forums.• Participated in Daily Operations Review Meetings.
-
-
IT Service Desk Manager
-
May 2012 - May 2014
Key Responsibilities• End-to-end management of service desk activities and IT asset management.• Managed major service issues, relationships between IT, business, and provider teams, and staff satisfaction.• Contributed to risk management and service catalogue management.• Managed, coached, and mentored the service desk team and led ITIL practices adoption and maturity.• Contributed to the enterprise-wide socialisation, training, adoption, and compliance of IT service desk policies and processes.
-
-
IT Service Desk Analyst
-
Dec 2011 - May 2012
Customer service agent that assist users with all their ICT issues and requests.• Resolve incidents and requests at first point of contact and escalate to 3rd party resolution groups where necessary, using defined processes and procedures within OLA's. • Identify and escalate major incidents and facilitate communications and updates to the business as part of the Major Incident Process. • Manage own work performance and share technical knowledge with others. Look out for opportunities for the continuous improvement of processes and procedures. • Support change initiatives and participate in process improvement projects and recommend solutions. • Comply with privacy policy and relevant codes of practice for the Finance industry. • Knowledge in, and effective use of, Bankwest systems. • Skills in customer service, negotiation/maintaining relationships. • Strong data entry skills and attention to detail.
-
-
-
Australian Army
-
Australia
-
Armed Forces
-
700 & Above Employee
-
Lance Corporal, Telecommunications Technician
-
Mar 2004 - Jan 2011
• Install, maintain, and decommission various communications and information systems equipment for the Australian Army. • Plan, design, install, manage, maintain, and decommission complex communications and information systems, including cabling, satellite equipment, phone and network systems. • Point of reference for information regarding radio equipment, fibre optic connections, microwave transmission equipment, information systems and satellite links. • Equipment and system availability reporting. • Coaching and technical guidance for staff.
-
-
Education
-
2016 - 2018
Curtin University
Master of Business Administration (M.B.A.), Business Administration and Management, General -
2004 - 2005
Defence Force School of Signals
Certificate 4 Electro Technology, Telecommunications Technology/Technician
Community
