Philip Softley
Customer Success Manager at Resolution Technology- Claim this Profile
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Topline Score
Bio
Credentials
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Agile mindset and design thinking
OptusNov, 2019- Nov, 2024 -
Prosci ADKAR change management
OptusSep, 2018- Nov, 2024 -
ITIL Foundations Certificate
EXINAug, 2012- Nov, 2024 -
Advanced Problem Solving Analysis
Kepner-TregoeAug, 2009- Nov, 2024 -
Lean Six Sigma Yellow Belt Certification
Hewlett Packard EnterpriseSep, 2006- Nov, 2024
Experience
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RES. Business IT
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Australia
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IT Services and IT Consulting
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1 - 100 Employee
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Customer Success Manager
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May 2021 - Present
In my role of Customer Success Manager, I have primary customer management responsibilities over my ten managed services customers where I am accountable for the managed service outcomes across my customer base including; account governance, delivery execution and contractual performance. During my seven months at Resolution Technology I have quickly forged strong and trusted relationships with key stakeholders across my customers, identifying opportunities to mitigate risks, enhance business outcomes and improve end to end delivery of services to their business. Key delivery responsibilities include: • account governance • developing and maintaining key stakeholder relationships • contractual execution and service level performance • incident and request management • escalations • order fulfilment • contract deliverable tracking • operational planning and execution Build strong stakeholder relationships across assigned clients, establishing trusted advisor and IT strategic partner based on sustained delivery performance and continuous improvement outcomes. Identify continuous improvement initiatives per client with the aim to reduce incidents, address systemic issues and improve customer satisfaction. Establish IT risk registers and mitigation plans to remediate critical and key risks across the customers managed services environment. Develop account plans aligned to support the customer’s business needs and enables their organisational objectives whilst identifying opportunities for organic growth. Establish and nurture strong relationships with Managed Services staff, Professional Services and Sales teams to ensure the whole team works as one with the customer.
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Endeavour Foundation
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Australia
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Individual and Family Services
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700 & Above Employee
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Information Technology Business Partner
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Aug 2020 - May 2021
ICT Business Partner responsible for driving strategic business initiatives across assigned Business Divisions: Key Responsibilities: • Primary point of contact for IT related items and trusted advisor to the business stakeholders. • Identification of new and innovative initiatives that enable the business to execute and deliver on their business strategies and provide input into strategic planning activities • Engage and collaborate with the business stakeholders to understand business requirements and feed these into individual business ICT roadmaps and input into the overall ICT roadmap • Act as the advocate for the business and help the stakeholders develop proposals and advance them through the project assessment process • Navigate, contribute to, and influence cross functional collaboration and stakeholder engagement across business divisions and the ICT team, including ICT process improvement Achievements: 1. Delivered iterative enhancements to customer statements to make the billing data more easy to understand in line with government funding models 2. Implemented a new vaccination tracking form, workflow and reporting ahead of COVID-19 vaccination roll-out 3. Scoped and delivered process, workflow and reporting changes to support customer invoicing outcomes, delivering financial, employee and customer benefits 4. Implemented changes to Rostering Call-Centre IVR to reduce the number of after-hours escalations
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Optus
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Australia
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Telecommunications
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700 & Above Employee
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Director, Client Engagement - Enterprise and Government (National)
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Jul 2018 - Dec 2019
National Director responsible for all aspects of Managed Services Delivery for Optus Business clients across Public (Federal, State & Local) & Private sectors. Key Responsibilities:•Experienced people leader providing high levels of coaching, mentoring and personal development to a geographically dispersed high performing team, consisting of 8 direct reports and a total of 180 team members across various IT disciplines•Ensured Optus delivery personnel meet/exceed client expectations according to expected service levels, in line with contractual deliverables & business specific KPIs•Optimised the service delivery team through various organisational transformation activities aimed at reducing waste, improving customer delivery outcomes & bringing financial benefit•Designed & implemented an account delivery dashboard/portal using business intelligence & business automation tools to enable the delivery team to proactively manage their clients with real time data across ITIL aligned functions (incident, problem, change and request)•Standardised and automated monthly customer performance reporting across team•Coached, mentored and supported my team of service delivery managers to ensure they represented Optus as a single point of contact for their assigned clients whilst identifying continuous improvement initiatives to enhance operational effectiveness and improve system reliability and availability•Responsibility for effective management of budget by managing the financial forecast for revenue, cost & margin outcomes across a national client base with a revenue stream excess of $400m•Expanded reporting metrics around staff utilisation, client alignment/recovery, contractual deliverables, risk registers, continuous improvement, delivery led growth & client service management plans•Increased customer satisfaction
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Client Delivery Director/Director, Client Engagement
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Jan 2015 - Jul 2018
State Director (QLD/SA/WA) for ICT service delivery & project delivery across Public/Private sector clients. Within the above role I also fulfilled the contracted role of Client Delivery Director for a large public sector organisation where I was accountable for the contractual and service performance outcomes for the client.Key Responsibilities:•Leading a team of Client Delivery Managers (QLD, SA, WA and ACT) with accountability of delivery across all aspects of managed services delivery including delivery, projects & engineering.•Effective management of budget by managing the financial forecast for revenue, cost & margin outcomes across the client base with revenue in excess of $250m.•Executive escalation and management point for clients across all elements of service delivery•Ensured the entire breadth of service delivery functions were delivered according to contracted service levels with a high level of customer satisfaction whilst enabling our client’s business to improve its operational effectiveness and reduce complexity.•Implemented governance frameworks covering continuous service improvement and IT operational risk registers which reduced service penalties, improved delivery performance and customer advocacy and contributed to organic sales growth and delivered margin.•Championed the establishment and transition of the Incident, Problem and Change Management functions from a dedicated account-based approach to the leveraged IT Service Management capability across Optus.•Experienced people leader providing high levels of coaching, mentoring and personal development to a geographically dispersed high performing team of 130 personnel.•Achieved client advocacy score for delivery managers of 8.7
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Hewlett Packard Enterprise
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Account Delivery Executive
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Feb 2012 - Dec 2014
HP Account Delivery Executive reporting to the Head of Private Sector Delivery, responsible for the ‘end to end’ delivery of IT services to two strategic accounts (Westpac Mortgage and Elders).Key Achievements/Responsibilities:• Managed key relationships at the client C-level, account team, capability/tower leads, delivery/support teams and 3rd-party service providers.• Achieved Voice of Customer scores of 9.0 for service delivery.• Management of financial forecast and P&L outcomes for (IT Infrastructure/Application Services) across two strategic accounts with a combined budget of USD$35m per annum.• Exceeded operational excellence targets aligned to high availability (99.8%) and reliability (# of incidents) across all critical business platforms for both clients.• Established an operational excellence framework ensuring support teams were aware of customers’ service level targets, empowering them to make decisions and drive continuous improvement activities whilst providing metrics and trend data to analyse month to date performance.• Spearheaded the delivery and operational readiness of key programmes/projects, providing technical thought leadership to ensure that services were implemented seamlessly to clients.• Drove high severity incident management and service restoration activities for the customer whilst attending the customer bridge and providing timely updates to executive stakeholders.• Executed the quarterly application release cycle for the Westpac Mortgage client.• Lowered ICT costs through various cost reduction initiatives and significantly exceeded the target account contribution margin (by > than 10 points) for the FY14 financial year on the Westpac Mortgage contract.• Surpassed critical service level KPIs with respects to system availability, reliability (covering incident and problem management) and change success, with zero service penalties paid during FY13/14
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Technical Delivery/IT Manager
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Jan 2008 - Jan 2012
Reporting to the HP Credit Services CIO for the Business Process Outsourcing (BPO) contract with Westpac Mortgage (national mortgage centre).Key Achievements/Responsibilities:• Overall responsibility for the delivery of IT services to over 1200 staff including physical and virtual desktop, SOE and peripheral devices (printers and scanners).• Maintained relationships with service providers and 3rd party vendors to deliver technology services to the BPO Operations.• Collaborated with the BPO Management Team, Team Leaders and operations staff on the delivery of IT services.• Ensured effective management of budget by managing the financial forecast for both applications and infrastructure spending for the account/HPCS for both BAU and projects.• Achieved successful delivery of the annual BCP test including planning and resource co-ordination with internal and external stakeholders.• Responsibility for the leveraged IT infrastructure and applications delivery performance for the BPO by ensuring services delivered by internal delivery teams and external providers met customer contracted service levels and contractual deliverables.• Executed and successfully delivered the disengagement of the Business Process Outsourcing model for Westpac Mortgage including the transition of 800 staff from HP to Westpac.• Executed and successfully relocated the McCain’s BPO operations from Adelaide to Brisbane. • Executed and successfully managed technology changes relating to LAN, desktop and printers with zero client impact as part of BPO disengagement and relocation of over 1200 staff.• Member of the 2010 bid team that was successful in a 5-year contract renewal with Westpac Mortgage that was built upon sustained operational excellence and a lower cost foot-print.• Exceeded cost reduction initiatives delivering > than 10% YoY cost savings through an in-depth review of all costs, including maintenance, licensing, operational support charges and consumables.
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EDS Corporation
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Computer and Network Security
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1 - 100 Employee
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Change and Assessment Delivery Manager
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Feb 2006 - Jan 2008
Reporting to the HP Credit Services CIO for the Business Process Outsourcing (BPO) contract with Westpac Mortgage (national mortgage centre).Key Achievements/Responsibilities:• Headed the team that managed the change activities initiated by Westpac for delivery into the back-office national mortgage processing centre.• Collaborated with internal and external executive stakeholders and chaired weekly meetings to provide progress updates on change activities.• Negotiated with client stakeholders and internal delivery teams as to which changes made their way into the quarterly release cycle.• Executed the change activities (requests) that were delivered as part of the quarterly application release cycle (software enhancements, application modifications, document changes) including training and communications to back office staff.• Provided leadership and people care responsibilities across a diverse group of team members that consisted of project managers, business analysts, technical and document writers.• Collaborated with internal and external stakeholders including client C-level, account team, capability leads, support team members, BPO Managers/Team Leaders and 3rd-party vendors/service providers.
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Manager Customer Services Office APJ
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Feb 2003 - Feb 2006
APJ Manager for Customer Delivery teams based across Sydney, Melbourne, Adelaide, Auckland and Kuala Lumpur, including the oversight of small projects and procurement activities across a number of key Accounts across Australia and NZ.
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Client Delivery Account Manager
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1996 - 2003
Responsible for the delivery of ITO services to the Education Sector of the SA Government Accounts, supporting growth activities and delivering to agreed targets.
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Education
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1995 - 1996
University of South Australia
Graduate Certificate in Management, Business Administration and Management, General -
1980 - 1984
Glengowrie High School
Year 12 Certificate, General Studies
Community
