Service Delivery Coordinator

• Feb 2023 - Aug 2023

Responsible for overseeing service delivery and Release management to the NDIS Commission. * Manage release and outage schedules * Lead testing and coordination of system changes and releases * Assisting business stakeholders in preparing for new releases and any rectification action after new releases * Manage defects found in Business Verification testing and in the outcomes of new releases * Maintain a release repository of all release artefacts for compliance and audit… Show more Responsible for overseeing service delivery and Release management to the NDIS Commission. * Manage release and outage schedules * Lead testing and coordination of system changes and releases * Assisting business stakeholders in preparing for new releases and any rectification action after new releases * Manage defects found in Business Verification testing and in the outcomes of new releases * Maintain a release repository of all release artefacts for compliance and audit * Ensure the impact of release of any change involves the right due diligence and approvals to ensure delivery of quality whilst managing customer, business, operational and cyber risks * Identifying and coordinating training sessions and documentation as part of Change Management * Develop and maintain release checklists as part of the release management of changes and/or enhancements * Management and coordinate of pilots and related testing and consolidation of results * Perform investigative analysis and report on ongoing system issues and problems * Management of ongoing problems and coordination of these to a permanent resolution * Coordination and management of incidents including communication and working with both internal and external stakeholders towards resolution * Collaboration with key business stakeholders to develop change management documentation, materials and presentations necessary to implement, reinforce and sustain transformational change. * Support the implementation of a standardised, consistent set of change management tools and artefacts * Monitor and report on Managed Service Provider deliverables * Maintain active relationships with internal and external stakeholders Show less Responsible for overseeing service delivery and Release management to the NDIS Commission. * Manage release and outage schedules * Lead testing and coordination of system changes and releases * Assisting business stakeholders in preparing for new releases and any rectification action after new releases * Manage defects found in Business Verification testing and in the outcomes of new releases * Maintain a release repository of all release artefacts for compliance and audit… Show more Responsible for overseeing service delivery and Release management to the NDIS Commission. * Manage release and outage schedules * Lead testing and coordination of system changes and releases * Assisting business stakeholders in preparing for new releases and any rectification action after new releases * Manage defects found in Business Verification testing and in the outcomes of new releases * Maintain a release repository of all release artefacts for compliance and audit * Ensure the impact of release of any change involves the right due diligence and approvals to ensure delivery of quality whilst managing customer, business, operational and cyber risks * Identifying and coordinating training sessions and documentation as part of Change Management * Develop and maintain release checklists as part of the release management of changes and/or enhancements * Management and coordinate of pilots and related testing and consolidation of results * Perform investigative analysis and report on ongoing system issues and problems * Management of ongoing problems and coordination of these to a permanent resolution * Coordination and management of incidents including communication and working with both internal and external stakeholders towards resolution * Collaboration with key business stakeholders to develop change management documentation, materials and presentations necessary to implement, reinforce and sustain transformational change. * Support the implementation of a standardised, consistent set of change management tools and artefacts * Monitor and report on Managed Service Provider deliverables * Maintain active relationships with internal and external stakeholders Show less

Service Delivery Manager

• Jan 2022 - Nov 2022

Own the overall day to day service delivery and relationship with key client(s) and promote service excellence by ensuring client expectations on key performance indicators, reporting, and platform availability are met & exceeded. Own the overall day to day service delivery and relationship with key client(s) and promote service excellence by ensuring client expectations on key performance indicators, reporting, and platform availability are met & exceeded.

IT Service Delivery Manager

• Dec 2018 - Dec 2021

Providing sustained service excellence, creation and maintenance of a positive and collaborative service delivery environment, and ensuring successful outcomes are facilitated and maintained across business processes. Using practical application of ITSD standards and procedures, I look to foster and maintain a sustained high-level delivery of service to clients and stakeholders

Manager, IT Service Desk & IT Service Support

• Dec 2017 - Dec 2018

Ensuring delivery of high quality IT support to the internal business and external clients, focusing on customer service and the end user experience. Managing multiple interstate staff in a rotating, 24x7 support environment including setting up support rosters, out of hours support, holiday coverage, yearly reviews, succession planning & training programs. Exploring process improvement and change management, working with all support teams to provide a better service model to the… Show more Ensuring delivery of high quality IT support to the internal business and external clients, focusing on customer service and the end user experience. Managing multiple interstate staff in a rotating, 24x7 support environment including setting up support rosters, out of hours support, holiday coverage, yearly reviews, succession planning & training programs. Exploring process improvement and change management, working with all support teams to provide a better service model to the business and to clients.

Team Leader, Link IT Service Desk

• Dec 2016 - Dec 2017

Link IT Service Desk Analyst

• Nov 2015 - Dec 2016

Group Life Insurance Specialist

• Dec 2014 - Nov 2015

IT Support Analyst, Business Support Desk

• Mar 2014 - Dec 2014

Team Leader, REST Member Services

• Nov 2012 - Mar 2014

Team Leader, REST Benefit Payments

• Mar 2012 - Nov 2012

Senior Specialist, REST Benefit Payments

• Dec 2010 - Mar 2012

REST Benefit Payments and Family Law Specialist

• Jun 2010 - Dec 2010

REST Claims and Family Law administrator

• Apr 2010 - Jun 2010

REST Claims administrstor

• Feb 2009 - Apr 2010

Multi-Funds Contact Centre Officer

• Apr 2007 - Feb 2009