Experience

VISITS

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Delivery Manager

  • Mar 2007 - Present

  • Manage team of 7. Actively hire, mentor and coach staff. Observe and recognise success and identify areas for further development on an ongoing basis.• Resource allocation to ensure optimum profitability from group.• Monitor Service Levels and ensure that they are in line with written agreements. • Negotiate and implement new SLA’s with end client.• Vendor Management.• Introduction of the ITIL framework across the current team with a view to implementation.• Control and development of Customer Service culture within the group.• Ensure accurate and timely delivery of support to the customer –Service Delivery Management.• Monthly reporting and presentation to end client.Acheivements• Team utilisation of 85% utilisation resulting in more billable hours.• Creation of a collaborative team culture not previously in existance.



NEC Australia

• Australia
• IT Services and IT Consulting
• 700 & Above Employee

• Team Leader - Managed Services

  • Mar 2006 - Apr 2007

  NEC BS provide a range of data and telephony services to local and state government departments as well as well as a lagre selection of national and international corporations.Responsibilities• Manage team of 6. Actively hire, mentor and coach staff. Observe and recognise success and identify areas for further development on an ongoing basis.• Currently developing Change and Problem Management role. • Resource allocation.• Monitor service levels and ensure that they are in line with written agreements.• Implementation of the ITIL framework across the current team.• Control and development of customer service culture within the group.• Ensure accurate and timely delivery of support to the business –Service Delivery Management.• Monthly reporting and presentation to end client.



Melbourne South

• Australia
• IT Services and IT Consulting
• 200 - 300 Employee

• Service Delivery Analyst

  • Oct 2005 - Apr 2006

  • Analyse Service Desk case data to provide recommendations to management for corrective actions and address issues that empowers the delivery teams to meet all SLA’s.• Develop and maintain processes and procedures to ensure all SLA’s are reported on according to contractual definitions.• Responsibility of CMDB (configuration management database) including development and maintenance of processes and procedures to ensure CMDB is always up-to-date and current inventory tracking details contained in the source. Also development and maintenance of processes and procedures to ensure co-ordination of primary contacts from different teams involved in support process for the end-to-end service.• Development and deliverance of Service Desk Level 0 support content for FAQs, Knowledge Base and Request Forms.• Providing management information and recommendations for service improvement.



Tenix Defence Systems Ltd

• Service Desk Manager

  • Jul 2002 - Oct 2004

  Tenix Service Desk provides support to 11 Busniess Units and 4000 users in Australia, Phillipines, NZ, USA and UK. Primary task was to create a new support model and the introduction of a 24/7 service.• Manage team of upto 12. Actively hire, mentor and coach staff. Observe and recognise success and identify areas for further development on an ongoing basis.• Monitor service levels and ensure that they are in line with written agreements.• ‘Incident Manager’ for all escalations.Achievements• Successful installation of a Total Call Management system.• As part of IT management team, the implementation of SLA’s & 24/7 service.• Adoption of ITIL as a management framework for service desk• Introduction of Asset Management.• Reduction of outstanding call numbers from 600 + to 40.• Implementation of roster to ensure IT service availability 6am to 6pm.• Introduced project days for staff to learn new skills ( within the IT area).