Experience

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  Datacom employer services limited

  Jul 2005 - Mar 2007

  Print room operator

  * Monitoring and maintenance of print hardware and application* Printing and dispatching of payrolls to customer’s SLA’s* Creation and maintenance of documentation and reports* Using automated computer systems to monitor stock control* Dealing with the Customer Service team queries regarding customer’s connections * Created and updated training/procedure manuals and worked with the team to improve processes

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  Telecom new zealand

  Apr 2007 - Jun 2007

  Broadband helpdesk specialist

  * Trouble shooting ADSL connection for residential and business customers* Diagnosing and resolving technical hardware and software issues* Logging all help desk interactions* Staying current with system information, changes and updates

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  Datacom employer services limited

  Jul 2007 - Oct 2014

  Print manager

  * Establishing and implementing departmental policies, goals, objectives & procedures* Managing and training of staff* Encouraging , identifying and developing best practice strategy* Producing documentation for internal and external customers detailing configuration of deployed solutions* Hiring and mentoring of new staff in printing section* Ensuring that capacity and capability are continually planned* Organizing staffing, including shift patterns and the number of staff required to meet demand* Scheduling workload to meet priorities and targets* Maintaining excellent relationships with clients and suppliers* Monthly billing & reporting* Preparing forecasts and budgets for printing department* Working closely with the Finance, I T and HR managers* Project management for new customers* Managing the REAA guide ordering call center* REAA stock management* Monthly reporting and sales figures for REAA* National operations support in Auckland and Wellington* Set up and installation of computers, equipment and software* Account management* Change management control of servers Show less

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  Datacom systems limited

  Oct 2014 - Jul 2018

  Customer services manager

  * Delivering client value and service excellence* Drive profitability and cost management* Supporting the client’s governance framework* Monitoring all aspects of the client relationship and service performance* Be the client advocate and instill client familiarity within Datacom and relevant suppliers* Ensuring the appropriate risk management focus towards all aspects of the contract and service delivery* Monitoring all contracted deliverables and compliance requirements are understood and met by Datacom and the relevant suppliers* Supporting Datacom stakeholders, delivery teams and relevant suppliers to achieve the client’s business plan* Be accountable for the client’s continual service improvement plan (CSIP).* 24*7 escalation point as required by client* Leading dedicated and virtual team members in support of client to enable success and peak performance* Providing team members with situational coaching and mentoring as applicable* Supporting the P&L budgets to contribute towards financial performance* Supporting opportunities to drive up service excellence and reduce costs* Willingly taking ownership of client situations, deliverables and activities* Responsible for the production of the service reports, including analysis and recommendations, and review with the client* Managing problem tickets in client’s environment* Managing change management process in client’s environment Show less

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  Datacom

  Aug 2018 - Aug 2019

  Service delivery manager

  * Relationship Management* Service Level Management and Reporting* Communicating across organizational boundaries internally and externally. * Service Management and Improvement* Financial, Contract and Configuration Management

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  Ethan group

  Oct 2019 - Jan 2022

  Service delivery manager

  •Responsible and accountable for the overall health and management of an assigned portfolio of Customers•Cultivate relationships and engagement procedures with Customer’s other 3rd party vendors•Ensure Customers goals are achieved and expectations are met•Ensure Continual Service Improvement plans are driven forward•Be the single point of contact on any Customer-specific deliverable and issues•Escalate issues to the Customer as soon as they are found and initiates discussion with the operational teams for issues raised by the Customer•Manage the escalation process for Service issue resolution•Ensure management processes are in place to meet contractual obligations•Run service attainment meetings•Set regular Customer reviews to allow the Customer, account manager, and any other key Customer stakeholders to have regular presentations and discussions on key issues, highlights, accomplishments, and initiatives.•Manage contract service/performance and billing•Ensure the Service Level Agreements are met. •Monitor service level performance of assigned Customers and interface with relevant key personnel in the organization in relation to managing the performance•Maintain proactive activities and challenge existing practices•Provide timely and accurate report/information to the Customers Show less

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  Chemist warehouse

  Jan 2022 - May 2022

  Information technology business partner

  *Provide highly valued strategic consulting level support through key IT initiatives*Strive to understand market challenges, including customer priorities and competitive issues*Partner with key staff members in their business function to create strategic business plans and to add value *Development and implementation of solution roadmaps and ensuring successful introduction across business units and with customers*Perform high level business analysis and prepare recommendations and business requirement documentation as needed for the IT related activities*Act as the key liaison across all functional areas, including business units, the information technology department, and outside vendors as appropriate*Possess a broad knowledge of most technical and business resources and use them to effectively coordinate internal and external resources*Oversee the launch of solutions and help to maximize the positive impact on each business unit and the organisation*Identify, screen and evaluate new solution opportunities to address unmet (internal and external) customer needs*Utilise the appropriate technologies and ensure that customers have the solutions they need, when they need them, and in the media best suited to their requirements*Assess, develop and maintain the intake process and as needed collaborate with the Project Management Office on new project requests prioritisation, collaborate with the operations teams on new operational requests*Serve as the business relationship link between the business units and IT at the functional level*Communicate decisions, priorities and relevant project information to appropriate levels of staff regarding business unit requests, projects and initiatives*Partner with business leadership and other key stakeholders to define opportunities and identify and prioritize projects based on predefined criteria (e.g. return on investment, productivity, compliance) Show less

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  Department of energy, environment and climate action

  May 2022 - Sept 2023

  Service delivery lead

  o Drive service management improvements across TSU and Fire and Emergency management sector partner agencies.o Lead or co-ordinate service management strategic initiatives.o Lead the design and implementation of service management policies, procedures, and guidelines.o Investigate opportunities to improve TSU operational process flows and reduce workload, including opportunities for automation and optimisation of TSU operational services.o Lead and manage a team to provide first contact services for fire and emergency management staff. o Manage the team’s priorities and work plans.o Support a collaborative, high-performing team culture.o Work with business stakeholders, TSU Operations, and project teams to ensure change management and transition to operations activities are managed with minimal disruption to all stakeholders.o Participate in product reviews and change forums. o Use a document-as-you-go approach to ensure continuity and currency of the TSU shared knowledge base.o Identify and manage risks and opportunities related to the TSU operating environment.o Provide guidance on opportunities to continue to enhance and streamline service management offering. Show less

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  Cisco

  Mar 2024 - Nov 2024

  Operations manager

  · Works with strategic and impactful Cisco customers delivering a premium support service· Manage incoming cases to resolution for assigned customers· Provides support in alignment with the customer’s operational teams· Co-ordinates all areas of Cisco to assist the customer in resolving their case as quickly as possible, maximizing availability· Point of escalation for the assigned customers, keeping them updated on their case· Co-ordinates other Internal Expert Care resources including Asset Managers· Conduct regular review meetings with customers highlighting case volumes and provide in-depth analysis on them Show less