Experience

The Instillery

• New Zealand
• Information Technology & Services
• 100 - 200 Employee

• Service Delivery Manager

  • Jun 2021 - Present



Kinetics Group

• United Kingdom
• Public Relations and Communications Services
• 1 - 100 Employee

• Engineering Services Manager

  • Nov 2019 - Apr 2021



Lexel Systems Limited

• United Kingdom
• Environmental Services
• 1 - 100 Employee

• Service Delivery Manager

  • May 2014 - Nov 2019



Hewlett-Packard

• United States
• Information Technology & Services
• 300 - 400 Employee

• Business Infrastructure Manager

  • 2013 - Nov 2013

  The role is focused on managing the relationship between the account teams and the internal Server Delivery teams. I am responsible for on-boarding new clients into the server delivery process, maintaining excellent communication with all clients, ensuring their accounts are adhering to the process, resolving any server delivery concerns raised by the account or the delivery teams.

• Offshore Service Delivery Lead – Server Management Services NZ

  • 2007 - 2013

  Govern and build relationships, ensuring communication channels are functional for all offshore components, which provide IT services to several key clients reporting into multiple New Zealand delivery towers.I have ensured that the cross-functional teams in India and Malaysia, which consists of 28 personnel, are working seamlessly, and communicating effectively with the New Zealand teams. I have been the driving force in identifying and re-aligning dysfunctional behaviors and processes, initiating service improvement plans, and implementing service review meetings to address business owners and customer expectations, in order to achieve a common goal.This involves promoting and improving the support structure between the offshore and onshore teams, and providing a bench mark that has allowed the support teams to function at an optimum level that exceeds customers SLA’s, and KPI’s.In this role I have also been actively managing the volumetric billing across several accounts both in New Zealand and Australia, ensuring they are accurate, complete, and submitted in a timely manner. This work has also exposed me to rates consultation with the customer, ensuring the rates are aligned to current expenses.I’ve provided management mentoring to key personal in Malaysia and India to ensure teams are effectively being developed, structures are implemented, and leader acumen skills are continuing to be cultivated.

• Team Leader - Wintel Software Distribution Services

  • 2004 - 2007

  Managing, leading and resourcing a Wintel Software Distribution team of 10 personnel, responsible for small to large deployments of IT software services for several medium to large leveraged New Zealand and overseas companies.I was able to provide cross-functional team training, coaching, and mentoring, which allowed me to achieve a highly skilled leveraged team, that was able to be resourced on all supported accounts.Designed, implemented, and adjusted various process improvement plans to ensure we maintained a high level of business continuity throughout our support services.

• Team Leader - Novell Server Management

  • 2000 - 2004

  Lead and successfully managed a team of 10 engineers for multiple customers, which include two very large customers. Provide leadership and direction to the team through high stress circumstances, implementing effective coverage and resource management practices, and providing a foundation that ensured the customer received support services that met or exceeds there expectations.Develop and Implement stream line processes and documentation that enhanced the team delivery effectiveness, reduce overhead, and increased effective performance levels.



Gen-i

• Canada
• Philanthropic Fundraising Services

• Expert Novell Engineer

  • 1999 - 2000

  My role at Gen-i was to provide leadership in the Novell environment for the support teams.This involve being an escalation point for major outages, and providing support staff operation guidlines to maintaining a Novell infrastructure. My role at Gen-i was to provide leadership in the Novell environment for the support teams.This involve being an escalation point for major outages, and providing support staff operation guidlines to maintaining a Novell infrastructure.



MAF Quality Management

• Senior Network Engineer

  • 1993 - 1999

  This role involved managing the Ministry of Agriculture & Fisheries Novell server fleet for the upper north island. This role was was sole engineers role, with an underlying desktop support team assisting with the day to day activities.It's focus was to ensure server availability was maintained, and SLA's were adhered to. This role involved managing the Ministry of Agriculture & Fisheries Novell server fleet for the upper north island. This role was was sole engineers role, with an underlying desktop support team assisting with the day to day activities.It's focus was to ensure server availability was maintained, and SLA's were adhered to.



The Comtex Group

• IT Services and IT Consulting
• 1 - 100 Employee

• Network Support

  • 1990 - 1991

  This role was to maintain and configure network solutions to a large Government department, ensuring new solutions were implemented successfully, and client connectivity SLA's were adhered to.Within this role, we also provided the back bone to client site relocations, helping in seamlessly relocating staff and the network to their new premises, so that the client and their customers continued business without impact. This role was to maintain and configure network solutions to a large Government department, ensuring new solutions were implemented successfully, and client connectivity SLA's were adhered to.Within this role, we also provided the back bone to client site relocations, helping in seamlessly relocating staff and the network to their new premises, so that the client and their customers continued business without impact.