Experience

Chorus NZ Limited

• New Zealand
• Telecommunications
• 700 & Above Employee

• Head of Service Delivery

  • Dec 2008 - Present



Spark New Zealand

• New Zealand
• Telecommunications
• 700 & Above Employee

• Service Delivery Manager

  • Dec 2008 - Apr 2012

  Service Delivery Manager in Chorus with overall responsibility for the Telcom Wholesale and Gen-i accounts. Service Delivery Manager in Chorus with overall responsibility for the Telcom Wholesale and Gen-i accounts.



Cable and Wireless

• Service Delivery Manager

  • Aug 2002 - May 2006

  Service Delivery Manager for the Centrica group. Managed all service, operational and commercial elements of Centrica service incorporating Contact Centre and corporate voice networks. Led the service team of five direct and virtual reports delivering significant improvements to the customer support structure and performance management of the solution. Service Delivery Manager for AOL. Delivered continual service improvements to the AOL narrowband ISP serviceDesigned and delivered the service solution for the 'Netbreeze’ virtual ISP solution. Owned operational responses to Customer Request for Proposals (RFPs) and designed, implemented and executed pre-launch Operational Readiness Testing for managed services solutions in the ISP sector, including OneTel and Murphx.Led a service management team in ISP and Utilities sector introducing robust process focussed on service reporting, continuous improvement and account development.



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Manager, Service Management

  • Sep 2001 - Aug 2002

  Led a service management team of ten direct reports. Introduced new methodology, process and procedures across the team focussing on governance and continual service improvement. Led a service management team of ten direct reports. Introduced new methodology, process and procedures across the team focussing on governance and continual service improvement.



Energis

• Change Implementation Manager

  • Aug 1997 - Nov 2000

  Project managed the launch of Premium Rate, Geographic Number Portability and Carrier Pre-Select services. Conducted operational impact and resourcing analysis for the Product Management, technical design, sales & regulatory teams and led the operational work-streams. Developed productised and ‘customer special’ solutions for launch. Co-ordinated business process re-engineering for all core operations. Embedded significant process change across all business functions including Incident Management, Change management and Billing teams. Represented the business in industry process steering and trials groups Designed and delivered Operational Readiness Testing projects for new product deliveries and customer solutions.