Jill Carling

Experience

• 

  Strandbags

  Jan 1987 - Jan 1990

  Retail Sales Consultant

  RetailCustomer ServiceVisual MerchandisingSalesInventory Management

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  St.George Bank

  Jan 1990 - Dec 1998

  Lending and Investmemt Manager

  . Residential lending - individual budget of $1.5mill per month.. Commercial lending referrals., Personal lending. Coordinate property valuations.. Client and Real Estate liaison.. Management of overdrawn accounts.. Account / Product sales.

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  IBM

  Jan 1999 - Jul 2017

  The Lead Delivery Compliance Analyst is a key member of the System Services Distributed Business Unit, taking functional guidance from the Executive. Responsible for compliance posture and audit readiness.Responsibilities include but are not limited to:. Managing defined processes and daily compliance issues across Australia, New Zealand, India, China and Malaysia through established controls and governance.. Compliance focal point for Business Unit providing subject expertise to the Team - including tools, processes and operational procedures. Delivering process excellence.. Delivery of ongoing governance and reporting needs. Providing data and business metrics analysis support for the Business Unit, including highlights, pipeline, trends, risks.. Coordinating the development and submission of weekly, fortnightly and monthly reports in line with established reporting cycles.. Executive reporting and presentations for Senior Leadership.. Central escalation point for the Business Unit. Problem resolution.. Manage issues through full life cycle - Risks, Issues, Dependencies, Actions and Decisions.. Review, monitor and manage remediation of Security Compliance issues with relevant stakeholders.. Provide reporting and Root Cause and Action Plans where items slip or are completed late. ITIL Fundamentals.. Lead project teams to deliver IBM Global Delivery projects and initiatives.. Manage and maintain Security Compliance documentation for Processes, Procedures and Work . . Instructions using community tools such as Wikis, Team Rooms, etc.. Ensure compliance awareness - education and regular communications on Policies and Practices.. Manage and Mentor Security Compliance focals.. Identify and drive Security Compliance process improvements. Contributing to initiatives which continually improve internal processes and effectiveness.. Ensure audit readiness.. Monitor, report and implement systemic remediation following the outputs from audit results Show less

  • Lead Delivery Compliance Analyst

    Jan 2014 - Jul 2017

  • SSO Data Management Security Compliance Focal

    May 2011 - Jan 2014

  • Procurement Specialist

    Dec 1999 - May 2011

  • Business Office Manager

    Jan 1999 - Dec 1999
• 

  Datacom

  Aug 2017 - Jul 2021

  Compliance Management is the coordinated set of activity designed to ensure that the business strictly follows any established requirements against a set of defined Key Control areas. The Compliance Manager, as part of Risk and Operational Governance, is responsible for ensuring adherence to regulations, standards, policies and procedures; across multi technical teams covering the full suite of technologies provided by Datacom.The Compliance Manager has responsibility for:. Consistent implementation and ongoing development of the compliance policy, framework and processes.. Ensuring a process exists for facilitating compliance.. Maintaining a system of review, approvals and authorisation to ensure accountability is directed to an appropriate level of management.. Working with the Delivery Teams to formalise actions plans, identify gaps and assist in resolving roadblocks that are preventing higher compliance posture.. Provide periodic reporting on current compliance posture.. Provision of compliance training, advise and guidance.. Risk Management.. Management of aged records.. Artefact management to support compliance related activities.. Meeting coordination and facilitation.. Undertake periodic reviews of the compliance program to identify and provide recommended improvements in process and procedures.. Ensure a culture of continuous improvement in compliance.. Assist in audit related activities as required.. Major Account realignment activities. Show less The Problem Manager role is highly visible both internally and externally. It is key to long term improvement and proactive management of the Client's environment.The responsibility of the Problem Manager is to minimise the impact of problems on the Service Desk and Incident Management Teams; and resolve technical issues. Problem Management plays an important role in the detection and provision of solutions (workarounds and known errors) and prevents their recurrence.Integral to Operational Delivery, the Problem Manager works closely with Incident, Change, Multi Technical Teams and Client stakeholders; acting with a sense of urgency and solid communication.The Problem Manager is responsible for:. Adherence to company and client policies and procedures through Customer Satisfaction; SLA Improvement; Reporting and Communication.. Managing mitigation of Problem Tickets - root cause and action plans.. Artefact management.. Trending analysis and corrective actions.. Assisting in the effective control of costs associated with problem management.. Process Compliance. Show less

  • Compliance Manager

    Feb 2020 - Jul 2021

  • Problem Manager

    Aug 2017 - Feb 2020
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  Optus

  Jul 2021 - now

  Service Delivery Lead, Unified Comms

  I am a leader with strong influential and communication skills, responsible for the day-to-day management of the Workplace Technology services provided to employees. Reporting to the Service Owner, this entails support across multiple platforms, functions, and service partners. The role ensures service levels are met and the delivery to all contracted outcomes. Responsibilities:. Working in a multi supplier outsourced IT environment to ensure end to end service outcomes are achieved (for instance Service Levels are met, and contract obligations are adhered to). . Perform Asset Management to ensure accurate invoicing for services consumed. . Ensure all SLAs are met through analysis and presentation of SLA reporting or via service partner reporting, ensuring any direct impact is dealt with appropriately​. . Managing the development of communications material to assist users in their effective use of the services and technologies. . Provide leadership and guidance to delivery and service partner teams by understanding business demands and strategy to ensure service delivery meets expectations​.. Use and continuously improve on existing service delivery processes and achieve productivity improvements through the identification and application of repeatable best practice methodologies and optimum resource management​. . Ensure an accurate alignment between service delivery and technical delivery whilst communicating major service outages and/or escalations, ensuring consultation with the ITSM Manager/Lead.​ Show less