Experience

• 

  Holmes Aus & NZ

  • Auckland, New Zealand

  • Technology Delivery Project Manager

    • Oct 2017 - Present
    • Auckland, New Zealand

• 

  Dimension Data New Zealand

  • Auckland, New Zealand

  • Service Delivery Manager Associate

    • Oct 2016 - Jul 2017
    • Auckland, New Zealand

    - Ensure services are delivered per our SLA agreements with Air New Zealand, ensuring customer satisfaction, responding to client escalations, issues and requests.- Work with AirNZ’s Enterprise Products team assisting with escalation of application issues, proposing fixes and testing proposed solutions. - Participate in weekly Kanban and Scrum stand-ups and Jira story and task planning and prioritisations.- Manage service improvements projects, validating business requirements, providing direction, managing communications and risks and issues accordingly. (Examples of projects: Vendor Service Delivery Dashboards development using multiple data-sources, Reporting automation, Business App, Server upgrades, Proof of Concepts)- Manage effective delivery of Dimension Data leveraged services to Air NZ including incidents, problems, action items and service requests.- Manage escalation of internal technical team issues and roadblocks needing AirNZ stakeholder management including risks and issues. - Work with the Service Delivery team in major incidents and war rooms as required, ensuring internal teams are communicating updates and issues.- Ensure engineer technical updates are in line with AirNZ and DD SLAs and stakeholder expectations are met (BAU, Kanban, & Projects)- Drive internal service delivery improvement opportunities, identifying issues and initiatives.- Create, maintain and develop positive relationships with key stakeholders at Air NZ to ensure effective operational delivery- Maintain Service Delivery Management documentation including production of new processes mapping and documentation.- Produce monthly operational reports showing all statistics relevant to service operations metrics and the level of client service provided as required

• 

  IBM

  • Auckland, New Zealand

  • Project Manager

    • May 2014 - Jun 2016
    • Auckland, New Zealand

    - Timely and successfully delivered multiple IBM® Kenexa® (SaaS) solutions projects for high profile organization across NZ, Australia and Asia Pacific Region. IBM Kenexa (SaaS) solutions deliver a comprehensive suite of employee lifecycle services and web-based technology systems for human capital management. - Delivered a portfolio of projects worth $800k+ per financial year.- Acted as primary contact for the clients in all projects and offered operational guidance to clients implementing projects.- Acted as technical expert regarding the software used for reporting purposes and delivered training to client’s representatives on utilizing the tools and processes. Shared industry best practices with clients and guided them to ensure they got the best value out of the services we provide.- Built strong working relationships with clients, internal and external stakeholders achieving a Customer Satisfaction performance index score of 90.2%.- Exceeded expectations in quality management metrics.- Ensured that the appropriate internal resources were dedicated to the clients’ project and managed technical teams including Quality Assurance, Data Integrity, Software Engineers and Consultants.- Controlled scope and managed change adjusting contracts where required to ensure the clients’ expectations of the services delivered were aligned with the services contracted for. Identified and pursued several business opportunities.- Responsible for project planning and risk management.- Focused on maintaining excellent customer satisfaction at all times while juggling multiple competing demands.- Responsible for the accurate and timely completion of all project documentation including pre and post survey communication, report viewing guidelines and project timelines.- Participated in several process improvement projects

• 

  Microsoft

  • New Zealand

  • Marketing and Operations Coordinator

    • Mar 2011 - Nov 2013
    • New Zealand

    - Worked with key stakeholders around budget management, monitoring and tracking of marketing budget spend to ensure it was invested in planned activities within agreed timeframes.- Provided the Marketing Director and Business Planning Manager with accurate financial reports to assist them in their decision making.- Month-end reporting and forecasting/budgeting - Developed new processes and systems to improve efficiency and attain to compliance requirements.- Provided insightful financial analysis to the Marketing team and budget owners. Assisted marketing community with marketing related accounts payable queries, reconciliation journals, and any compliance queries.- Oversaw all marketing associated purchase orders- Managed the orders and distribution of marketing samples - Provided marketing, procurement and vendor management support- Supported the Marketing & Operations Director in team activities including diary management, travel bookings, team expense processing and ad hoc projects.

• 

  Auckland City Council, Transport Delivery

  • New Zealand

  • Projects administrator

    • Jul 2008 - Nov 2010
    • New Zealand

    - Provided administrative support and coordination services to manager and unit for the implementation of new infrastructure projects and other council initiatives- Managed purchase order and payment processes for external consultants, contractors and suppliers’ invoices ensuring contract documentation was kept up to date and service providers were paid on time.- Assisted with the preparation of monthly reports such as Projects Status Reports and Monthly Performance Report for the group. - Developed, implemented and continuously improved office management and internal project management systems for effective use by manager and unit. Ensured efficient bring–up and tracking systems were in place for projects information - Developed and maintained effective networks to ensure manager and unit were fully informed on relevant issues. Acted as a central resource and encouraged the sharing of information.- Undertook research and prepared reports, presentations and financial spreadsheets for Transport infrastructure projects/ programmes. - Built relationships of trust and respect with internal and external stakeholders, using political judgement- Responded to all finance related queries from vendor/contractors/ consultants within tight timeframes- Acted as contact point for the Call Centre for enquires about Transport projects and ensured information was up to date to guarantee high standards of customer service were achieved

• 

  ANZ

  • New Zealand

  • Marketing Assistant

    • Jul 2007 - Feb 2008
    • New Zealand

• 

  Hope Duggan & Silva

  • Argentina

  • Executive Assistant

    • Aug 2005 - Feb 2007
    • Argentina

• 

  LASA Sociedad de Bolsa S.A.

  • Assistant

    • 2004 - 2005