John Nair

Experience

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  Telstra BigPond

  Jan 2001 - Jan 2004

  Technical Team Leader

  Leading a team of Support professionals for BigPond Business technical support. Analysing KPIs and performance with an approach to coach service and develop staff technical capabilities.

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  ING Australia

  Sept 2004 - Apr 2007

  IT Service Centre Manager

  Reduced IT Service Centre staffing budget by $250k whilst retaining adherence to Service Desk metrics and introducing Service Improvement Initiatives.Reviewed, revised and documented IT Service Desk functions including Incident, Problem and Service Level Management ITIL processes.Consistently met target scores for Customer Satisfaction Surveys for ING Australia staff and Retire Invest Financial Planners.

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  Thomson Reuters Australia

  Jun 2007 - May 2009

  ASEAN & Pacific Service Desk Team Manager

  Managed a staff group of 15 which supported 6 different languages across 8 countries of supportIncreased technical team from < 65% to 85%+ consistently for 24 of 27 months. Managed budget $500k+ budget and drove operational efficiencies to reduce cost 3% YoY

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  Thomson Reuters

  Jun 2009 - Feb 2011

  Client Site Services Operations Manager

  Reduced Operational Costs by 15% in the first year position whilst investing money into strategic initiatives and staff developmentCustomer Satisfaction analysis and reporting for field services for Pacific. Attained SL for 18 of 21 months.Accountable for people and vendor management, development and performance improvement for TR employees in Australia and New Zealand. 0% attrition during this role.Responsible for implementation of 5 key projects including review of Outsourcing opportunities, knowledge management, organisational restructure, onboarding process design and set up of regional remote support hubs. Show less

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  Thomson Reuters Australia

  Feb 2011 - Jan 2013

  Global Service Operations – Process Specialist Asia Pacific ex Japan

  Responsible for design, review and communication of process documentation used by technical teams to support the big 4 Australian banks as well as boutique financial institutions for market data systems.Run regular process improvement workshops facilitated remotely to stakeholders in 7 different countries and multiple time zones. Responsible for process improvement projects that reduced delivery time by 12% globally.Providing training and briefings sessions to 50+ internal technical order management staff and help desk staff relating to Customer Technical Services processes internationally running up to 7 sessions per week. Show less

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  SiteMinder

  Aug 2013 - Apr 2015

  Regional Support Manager - Asia Pacific

  Managed team of 24 including 3 team leaders for support across Channel Manager, Little Hotelier and RDX platform teams to provide support for customers in Australia and South East Asia.Configuration Management plan facilitation and implementation Analysis of the customer lifecycle to derive opportunities to improve efficacy and the customer experienceManaged 360 tickets per days across 3 teams of significant product complexityStreamlined customer self help using Zendesk multibranding in capacity as Zendesk administrator. Show less

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  Agoda

  Apr 2015 - Mar 2016

  Senior Operations Manager

  Responsible for Asia 1st and 2nd level internal and external hotel partner onboarding support, and global support for regional operations team managing a team of 19 including knowledge management staffReduced onboarding duration from 186 to 18 days in 9 months.Responsible for Partner Services (Accommodation) team onboarding and new induction programmeEnterprise Zendesk Administrator for global ticketing system, including organization and user managementTeam management of a multilingual and diverse Thai and expat workforce. Show less

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  Australian Institute of Business

  Jul 2016 - Mar 2018

  Grad Dip. in Business Mgmt

  I have completed my Graduate Diploma in Business Management which I had started when I was working in a permanent fulltime role. This forms part of the work towards my MBA. This will allow me to start up a small business specializing in SEO, web consulting and content services. I am currently based on the Gold Coast.

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  Net Savvy Advice

  Feb 2018 - May 2019

  Owner and Principal Consultant

  SME business consultancy that offers advice on systems to support and make life easier for small business. Support with valuing online businesses, identifying potential ideas for online stores and advice for online advertising and networking. Relocated from Gold Coast to Brisbane to focus on Service management career.

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  Ausenco

  Jul 2018 - Jan 2020

  Service Delivery Manager APAC

  Managed a culturally diverse team of 7 in a hybrid remote model covering Brisbane, Perth, Kuala Lumpur for Australia wide and Malaysia support.Met service level targets for 16 of 18 months.Key projects L4 to L3 relocation of a 150 positions inter-building. Birtinya Site Relocation, East Maitland Site commissioning, Isaac Plains Site decommission, Pilot and Roll out MS Teams, Win 7 remediation/Win 10 upgrades 300+ machines, Canon Printer Fleet Swap out and Upgrades, IT Service Management Tool transition from Cherwell to Samanage (now known as SolarWinds Service Desk)Created Employee Staff Benefits Scheme with HP Show less

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  Sonic Pathology Australia

  Mar 2020 - Jun 2022

  Pathology IT Services Team Leader

  Directly lead IT Services team driving 22 transformational projects including implementing virtual desktop infrastructure, secure messaging for healthcare, and modernisation activities (win 7 remediation and desktop modernisation) for Sullivan Nicolaides collection centres with expenditures totalling in excess of 2m+ over 2 yearsTeam responsible for executing 55 projects for the business across 11 scientific disciplines and 18 business support areas.Support, manage and lead a team of 10 in a hybrid remote and onsite mode of work for Pathology IT Services for Sullivan Nicolaides Pathology (SNP). Pathology IT Services supports 12 labs and 400+ registered collection centres in 3 different states of Australia.Review of SNP IT Services through step change with configuration management and service improvement plan including redefining objectives and KPIs for my teamStabilized attrition whilst building team capability during COVID pandemic with only staff turnover of 1 to date over 2 years. Show less

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  Tabcorp

  Jun 2022 - Nov 2023

  Technology support and advice to the Gaming Services BusinessAttendance of Tabcorp Change Advisory Board representing Gaming and coordinating with engineering, and development for submitting changes/understanding impacts.Driving Incident and Problem Management in consultation with key groupsCreating and implementing Gaming Operations StrategyDevelop and leverage relationships with internal and external stakeholders to ensure high service outcomes and standardsDevelop continuous improvement opportunities with Gaming Operations TeamManaging teams across multiple gaming platformsDevelop engaged and high performing teamsDeveloping staff engagement initiatives and executing plans Show less

  • Senior Manager, Service Delivery

    Feb 2023 - Nov 2023

  • Operational Vendor Manager

    Jun 2022 - Feb 2023