Senior Service Management Specialist

• Feb 2023 - Present

Customer Success Manager

• Jul 2021 - Feb 2023

Key Responsibilities: Develop and guide continual service improvement objectives and contribute to service management processes. Execute service improvement initiatives and handle IT service management processes including incident management and problem resolution. Work with other delivery organizations to report and present at Customer facing Monthly and Quarterly reviews Responsible for the successful handover of Projects and related Programs of Works into the Clients Business Performance Reviews. (Often with Senior Management present) On-going evaluation for effective BAU Parts Planning, including liaising with NCR Parts and Logistics for the implementation of parts programs for newly released or 3rd party products. Manage Client PO Creation, Annuity and T&M Billing, ensuring NCR and/or Client inventory database systems are updated and support accurate invoicing Show less

Service Ownership Specialist

• Nov 2020 - Jun 2021

❚ ICT Service Manager

• Apr 2018 - Aug 2020

Key Responsibilities:◊ Identify and drive the implementation of service improvement initiatives and coordinate service Improvement programs.◊ Develop service improvement initiatives and standardised feedback and review practices.◊ Establish and maintain strategic partnerships with internal and external stakeholders.◊ Design service management processes and enhance service levels and ICT reputation.◊ Conduct risk assessment and identify the impact of changes to technology.◊ Collaborate with other managers and teams across the business to implement systems and process improvements.Major Achievements:◊ Streamlined the change management process and overhauled incident and request categorisation to improve problem management, reporting and skills identification. ◊ Contributed extensively to completely overhauling the University’s Service Catalogue, as well as improved 50% incident and request resolution in 2018 as an ICT Service Owner.◊ Introduced several changes in 2019 of which 96% were successful, and achieved a 70% Customer Satisfaction score.◊ Successfully collaborated with the Director and shared a Product Owner role on a specific project. ◊ Maintained an excellent 99.5% success rate in projects related to technological changes as an ICT Change Process owner.◊ Achieved a 30% reduction in university password resets by taking the initiative to identify and rectify the problem with a team of Volunteer Engineers.◊ Effectively manages the team as well as took the lead in training all new Project Managers, Business Analysts and Application Consultants on the ICT Change Management Process.◊ Ensures adherence to SLAs and maintains a strong focus on operational improvements as Chair and Facilitator of the ICT Operations Team. Show less

❚ ICT Service Improvement Consultant

• Sep 2014 - Mar 2018

Key Responsibilities:◊ Develop and guide continual service improvement objectives and contribute to service management processes.◊ Execute service improvement initiatives and handle IT service management processes including incident management, service catalogue and problem resolution.◊ Manage IT Services life cycle including activities or processes that support service strategy, design, transition and operation. ◊ Assist with improving service support handover document enhancements.◊ Implement and coordinate systems, policies and procedures.Major Achievements:◊ Achieved a 5% increase in usage by completely redesigning the service catalogue.◊ Improved response time by 50% by implementing initiatives to improve operational performance and successfully streamlining change management activities.◊ Nominated for Excellence in IT Service Management 2016 by the Institute of IT Professionals NZ. ◊ Significantly reduced the need for overtime by maintaining services during work hours.◊ Ensured all activities were carried out efficiently using best practise systems and processes. Show less

❚ Change Manager

• Nov 2011 - Jul 2014

Key Responsibilities: ◊ Undertake and implement change management initiatives and chair monthly change management governance meetings with the client. ◊ Maintain the quality of change requests and conduct Technical and Change advisory board meetings on a weekly basis. ◊ Analyse and prepare risk mitigation tactics and conduct change management assessments. ◊ Identify and manage anticipated resistance and consult with and coach project teams. ◊ Ensure full compliance with organisational policies and procedures. Major Achievements: ◊ Slashed the lead time from 3 days to only 24 hours by introducing a process to nominate and resize low-risk changes. ◊ Introduced change management best practices to standardise and improve the efficiency of managing change requests throughout each phase. ◊ Saved 5 hours a week by replacing a word document with a business Service Management tool to efficiently create and log change requests. More than 40 engineers were moved to this tool. ◊ Demonstrated excellent technical and project management skills, with the ability to work in a high-pressure environment and to tight deadlines. Show less

❚ Service Management Specialist

• Nov 2008 - Nov 2011

Major Achievements: ◊ Implemented all outstanding PWC recommendations for change control in the PWC IT General Controls (ITGC) Findings and Recommendations Audit 2011. ◊ Reduced changes request by 30% by implementing pre-approved changes that boosted the low risk changes process. ◊ Safely completed firmware O/S upgrades by making a service maintenance window for the infrastructure team. ◊ Played an important role in the development and socialisation of service design templates for an improved handover of IS projects and IS operations for consistent implementation of the service. Show less

❚ Major Incident and Problem Manager

• Oct 2007 - Nov 2008

Major Achievements:◊ Prevented problems by using trend analysis and developing all aspects of change, problems, and incident management processes.◊ Identified issues that presented operational risks or opportunities for the configuration management and logistics team.◊ Received excellent feedback during audits and from an MSD contact centre Operational Manager for professionally managing a major incident.◊ Received overall rating of ‘Exceeded Expectations’ by the Manager in 2008. Show less

❚ Test Analyst

• Oct 2005 - Oct 2007

Major Achievements:◊ Successfully identified gaps in requirements when executing test cases, documented results, and managed defects through to resolution. ◊ Effectually documented and communicated results appropriately to both lead tester and management. ◊ Scoped and defined test approach and test strategy and liaised with key business stakeholders in the business to determine performance testing requirements.

❚ IT Helpdesk

• 2004 - Oct 2005