Experience

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  Powerlink queensland

  May 2008 - now

  Client services manager

  • Build and develop teams delivering Service Desk and Workplace Services through selection, training and personal development of team members to deliver a high level of customer service.• Manage Service Desk and Workplace Services teams, ensuring that processes are compliant with agreed ITSM and security standards to ensure that agreed service levels are met efficiently and effectively and to achieve compliance with agreed policies.• Manage and improve processes for resolution of Customer Service and Support Requests including owning the on-call roster and the provision of training to ensure service level expectations of customers are met and that best use is made of available tools and systems.• Maintain close communication with senior customers across Powerlink, proactively seeking and acting on feedback on service levels and performance to continually improve standards.• Analyse trends, report and recommend actions to act on problem sources, problem types and resolution actions to provide information that can be used to improve CITSD overall systems and services.• Proactively plan, lead and implement improvements to support services • Drive the development and maintenance of effective Incident Management processes to minimise risks and business disruption. • Maintain and protect the desktop and other device Standard Operating Environments to ensure compliance with corporate polices and architectures.• Manage the negotiations and relationship with PADO to ensure smooth transitioning of project deliverables into the operational environment. Participate in Service Portfolio Management and Service Design activities with a view to extending the value and definition of IT workplace and support services and to focus on continuous Show less