Portfolio Manager SIAM Service Performance and Engagement

• Sep 2021 - Present

Delivery Manager Application Health and Scheduling

• Mar 2021 - Present

Stakeholder management (internal cross-divisional and external partners and vendors)Iteration management within an Agile working environment.Driving innovation to achieve differentiation and continuous improvement.Considers and applies ‘smart’ risk management practices in all activities.Manage financial forecasting ensuring I.T. Service are competitive to market comparisons.Ensure that delivery team purpose and objectives are clear and linked to the broader divisional, strategy and department roadmap.Accountable for the 24-hour Operational Management and Support of the Monitoring & Scheduling fleet in line with business expectations.Driving Suncorp’s technology monitoring and event forums to identify and reduce systemic incident trends.Expansion and maintenance of Suncorp’s technology event management environment.Accurate and timely reporting of the monitoring reporting obligations.Translate business objectives into work streams, aligning technology and business strategy.Provide technical advice and thought leadership to senior management and customers with a view to influence business strategy, deliver technical solutions that drives innovation through business outcomes.Manage team operations, including portfolio planning, resource workload, financial governance, processes/procedures and risk management.Responsible for the outcomes of Partners and Vendors. Show less

Project Transformation - ServiceNow Implementation

• Jan 2019 - Mar 2021

Actively involved in the selection of the Bank's Implementation Partners. Aligning vendor strategy with the Banks group Procurement process and ensuring work breakdown structures are aligned to the program's objectives. Matrix management of CBA project team members and vendors ensuring deliverables are completed in alignment with the project schedule. Together with the Business Project Managers, develop robust and achievable project plans to manage the delivery of quality project deliverables. Together with the Business Project Managers, produce all relevant project governance artefacts to ensure compliance to PMO and EPP standards and requirements. Support the Integrated Program Manager with the allocation of tasks across the team, keeping track of progress and escalating any delays or roadblocks. Liaise with the Finance and Risk Line 1 and 2 to ensure efficient processing invoices and assist as required to track and maintain budgets. Act as the central point of contact for internal and external stakeholders across the program Engage and coordinate meetings or other program activities with stakeholders from across the business. Show less

Senior Support Account Manager

• Oct 2016 - Dec 2017

Deeply understand customer business strategies, challenges and IT landscape. Possess the ability to deliver business value by aligning ServiceNow solutions to address the customer’s short and long-term support needs Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations Ability to build credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer’s go to champion within ServiceNow Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projects Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable Manage, document and report on performance against service level agreements (SLA's) and where SLA's are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying result Act as an escalation point and advocate for critical customer issues. Understand and explain ServiceNow application, features and benefits as it relates to customer needs Manage special projects as assigned by management to meet customer and cross-functional team needs Show less

Manager Technical Support

• Apr 2016 - Oct 2016

Supervises the activities of a CSE team with responsibility for results in terms of customer service satisfaction. Workload management among team members, including implementation of innovative case management techniques. Mentors other managers in management and Cisco practices. Assumes leadership role in CA or cross-functional teams to drive service delivery and/or product improvements. Represents CA in EBC's and TAC tours. Participates in major cross-functional projects affecting Cisco business, product, or service leadership. Identifies and works on issues that affect worldwide TAC teams Solid experience with customer support, knowledge of routing protocol and the competitive marketplace. Complete understanding of and experience in leading a team in applying all elements of Technical Support. Proven business and technical expertise and extensive customer service engineering experience. Formulate and deliver complex presentations throughout Cisco and to customer technical departments. Provides management guidance to all levels of exempt employees on accomplishing goals. Work is reviewed and measured based on attainment of objectives and overall success of department. Works with little to no direction mindful of division goals and objectives. Effective people management, leadership, and development skills; ability to influence using applied knowledge AND superior people skills. Acts as escalation point for customers and senior Cisco Management on customers' behalf. Interfaces with all managers, directors, and VPs within the business, customers and managers and directors in BU's and in other CA organizations. Show less

IT Service Support Manager

• Aug 2015 - Mar 2016

Work as a Technical expert, mentor and coach to the team and direct the day to day activitiesMajor Incident and Problem resolutionChange planning, review and approvalProvide project resourcing and implementation assistance to all BPAY projectsAsses impact of changes on the Production EnvironmentEnsure 24x7 roster is adequately trained and resourcedEnsure team is compliant with IT service Management processes (ITIL)Deploy and maintain solutions that are PCI compliant and meet all corporate, industry, and legal requirements2ic for The Head of IT Operations – fulfilling the role when they are absent, maintaining budgets, resourcing, SLA’s and ensuring I lead by example Show less

Production Support Team Lead

• Sep 2011 - Jul 2015

Work as a Technical expert, mentor and coach to the team and direct the day to day activitiesIncident and Problem resolutionChange planning, review and approvalProvide projects and implementation consultancy to other teams in ITAsses impact of changes on the Production EnvironmentEnsure 24x7 roster is adequately trained and resourcedEnsure team is compliant with IT service Management processes (ITIL)Deploy and maintain solutions that are PCI compliant and meet all corporate, industry, and legal requirements Show less

Production Support Manager

• Aug 2009 - Aug 2011

To manage a team of Developers and maintain the defect numbers for HiPortfolio. Work in conjunction with Senior Management to ensure software is delivered effectively. Work with developers both onshore and offshore to ensure high quality software.Turn around defect fixes according to priority and release datesEnsuring Priority 1 defects were managed in a timely manner and Incident Management is completed to avoid reoccurrenceRegular correspondence with clients through organised meetings and conference callsWorking with the stakeholders of our product to ensure road maps and views were aligned for the future of HiPortfolio Show less

Technical Project Manager

• Dec 2007 - Jul 2009

To run and deliver both client funded and internal projects. Work with stakeholders and development teams to ensure that delivery and software meet the client’s business requirements.Organise workshops once Business Requirements have been base linedOrganise the delivery of Solution Outlines and Technical Designs within agreed budget and timescalesProducing estimates to the clientWorking on client site and assisting with Data Migration into HiPortfolioWorking with our off shore development and system test teams by liaising daily via conference calls, emails and instant messagingProduce resource schedules, project schedules, weekly status reports and keep project budgets up to dateAttend weekly stakeholder meetings to review project status and raise any issues or risksEnsure project quality by ensuring all documentation and software goes through our internal review groups Show less

Production Support Manager

• May 2007 - Nov 2007

Manage a team of 2 Service Delivery Engineers staff and 14 System Support staff 24x7 to maintain the Production System uptime for a leading financial client’s business critical processes. Maintain client and stakeholder relationships. Run a team of Service Delivery Engineers who log and maintain all systems issues. Manage the production system and ensuring that we keep within SLA on system availability. Manage system outages, ensuring that root causes are found and system recommendations are issued to our client. Write incident reports for system outages. Monthly reporting against the SLA. Show less

Production Support Technician

• Jan 2006 - May 2007

Log and investigate incoming system issues reported from the Business and IT area for a financial company. Assist with release management and deployments of software into Production. Structured and recruited the Production Support team Logged, tracked and investigated new software issues Offering front line support to the business Prioritised all software issues into Production Releases (release management) Liaised daily with all areas of the business, such as the Operations, UAT, Onshore and offshore development teams Managed the Front Line support team in our York office Show less