Experience

• 

  Visy

  Jan 1994 - Jan 1997

  Business analyst
• 

  Merrill lynch

  Jan 1997 - Jan 2003

  Support services manager vp

  - Manage day-to-day National & Regional IT requirements, People Management, Service Desk, Incident, Problem & Change Management, Facilities & Data Centre Manager, Contract Management (vendors) & Project Management - Manage and provide Leadership to Senior Engineering group in Melbourne & Sydney, Projects & tasks, manage hardware & software SOE rollouts - SLR’s, manage the quality of service provided for all business departments. This includes negotiating & maintaining service level agreements (SLA’s) & ensuring that Service Level targets are met- Oversee daily root causes/trend analysis of faults and disruptions, on a local, national and global basis - Melbourne Change Manager, chair CAB meetings, assist National Change Manager to identify potential system or process problems prior to change implementation in order to eliminate any effect on current services. This was achieved using the Remedy Change Management tool- Client Relationship Management - Regular scheduled & adhoc meetings with all Department/Business leaders throughout the organisation- Liaise with external vendors, Australia wide. Liaise with offshore teams, mainly Japan & New York regarding any Global Projects involving Australia/Asia Pacific Region. Show less

• 

  Getronics

  Feb 2004 - Jul 2006

  Service delivery manager

  - Manage day-to-day Incident & Problem Management, manage a team of 12 - SLA performance & Invoicing- Account Management, resource, financials, manage PMO- Liaise with DELL Account Management team- Liaise with Getronics Regional & National Management team- Quote all project work and document SOW for client on behalf of DELL Managed Services- Client Relationship Management- Escalation point, Problem Manager for all critical issues, 24x7.

• 

  Alphawest

  Aug 2006 - Jul 2008

  Service delivery executive

  - Commercial Performance (including contract optimisation, revenue protection and margin growth)- Customer contract requirements to meet and exceed required service levels.- Customer Expectation Performance review & management (CSI and other indicators)- Manage team of Service Delivery managers, manage account escalations- Develop and deliver weekly, monthly reports. Vendor Management responsibilities- Direct Strategic Planning and manage execution/implementation of strategy initiatives- Optimisation of Alphawest products across account- Operational Escalations, day to day responsibilities. Show less

• 

  Empired

  Jul 2008 - Aug 2010

  Senior service delivery manager

  - Commercial Performance (including contract optimisation, revenue protection and margin growth)- Initiate and manage Service Improvement Plans- Manage agreed SLA’s via contract variation process to adhere to deliverables- Leadership, development and performance management for Operational Delivery team.- Optimisation of Empired's products and capabilities across account.- Vendor Management responsibilities, develop and deliver client reports- Operational Escalations, day to day responsibilities. Show less

• 

  Asg group

  Aug 2010 - Dec 2011

  Technical solutions delivery manager

  - Commercial Performance (including contract optimisation, revenue protection and margin growth)- Customer contract requirements to meet and exceed required service levels- Manage Desktop, Server, Network, Unix, Service Delivery & Project Management teams - Responsible for all HR requirements, performance reviews and performance management.

• 

  Australia post

  Dec 2011 - Oct 2014

  Service management & delivery

  Service Level ManagementService Design ManagerService Request Catalogue Manageracting Head of Service Management- Manage Service Management teams, Incident, Request & Change Management- Service Transition (Service acceptance to BAU)- Manage Service Desk function, service providers - Telstra and Hallis- Financial Budget (Operational & Labour)- Manage vendor relationship/agreements- Manage Service Design team- Manage Client Desktop State Managers, BAU & Projects- Redesign self service portal & develop service request catalogue- Service Management capability uplift, improvement initiatives, support relevant programs. Show less

• 

  Byte

  Jan 2015 - Dec 2015

  Managed services manager

  Support and OperationsManaged ServicesService DeliveryService Management- Develop & manage Master Service Agreements for all customers- Present service performance reports to customers (client facing)- Own BAU & Project escalations- People management responsibilities - Manage shared services team- Manage vendor relationship/agreements- Manage Operational requirements for all clients- Identify, develop and document Business & Service process improvements- Liase with Sales & Projects on development & operational acceptance of Byte's DaaS product Show less

• 

  United energy

  Feb 2016 - now

  It service integration vendor services manager

  Support and OperationsService ManagementService DeliveryVendor & Client Management