Hamish West-Walker

Experience

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  Gen-i

  Jan 2006 - Aug 2011

  Service Delivery and Management, ICT Outsourcing, Team Management, Relationship Management.Managed a team of Service Delivery Managers, accountable for a portfolio of fully managed and outsourced services to a range of medium to large clients. Service Delivery and Management, Team Management, Relationship Management, Service Improvement, Process improvement, Vendor Management, ITIL Aligned, SLA Management.Service Delivery Manager for Gen-I clients Kiwibank and ACC Service Delivery and Management, Team Management, Relationship Management, Service Improvement, Process improvement, Vendor Management, ITIL Aligned, SLA Management.Operational Delivery Manager for Gen-Is client Department of Corrections. Incident and Service Request Management for Gen-Is clients, Department of Corrections, Fonterra and Westpac.

  • Client Services Manager

    Apr 2011 - Aug 2011

  • Service Delivery Manager

    Aug 2009 - Apr 2011

  • Operations Delivery Manager

    Jan 2008 - Aug 2009

  • Senior Technical Analyst

    Jan 2006 - Jan 2008
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  Hewlett-Packard

  Sept 2011 - Sept 2013

  ES NZ Field Services Manager

  - Leading a Multi Vendor field services team to provide a seamless single service to our clients, made up of 20+ suppliers of various capabilities and coverage areas- Set team direction and goals, aligning, empowering and motivating staff- Staff recruitment and HR Management responsibility- Budget - $7.5M pa cost budget- End to End responsibility to ensure 3rd party Delivery and Service Support processes are implemented to required standards- Build and maintain strong strategic and delivery relationships at appropriate levels in line with the Account/s Client Business Plan & Coverage Plan- Ensure appropriate client delivery review meetings (Governance, Operations & Strategic Planning) are in place for all accounts- Develop and maintain a Service Improvement Plan - Develop and maintain a Financial Year plan - Capturing, tracking and managing to completion of commercial contract issues Show less

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  Open Systems Specialists

  Sept 2013 - Aug 2017

  Service Delivery Manager

  - Responsible for all OSS delivered services and outcomes into Air NZ, and being accountable for them 24/7.- Managing relationships with all stakeholders but especially with key decision makers within the client’s, vendors and our own organization.- Being the regular Air NZ voice / representation into OSS and vice versa. - Knowing the clients business and how the OSS services integrate into their environment, and what they mean / how they serve their organization.- Vendor management, oversee delivery to ensure the best outcome for the client.- Overall accountability for ITIL aligned Service Management functions including Change, Problem and Incident Management.- Client and internal escalations as required to “make it happen”- Ensuring all SLA`s and processes are adhered to.- Ownership of reporting and regularly presenting as required- Ensure appropriate client meetings (Operational, Service Delivery & Strategic) are in place and are adding Value.- Develop and maintain a Service Improvement Plan.- Capturing, tracking and managing to completion of commercial contract issues. Show less

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  OSS Group Ltd

  Jun 2017 - Jan 2020

  Head of Commercial

  - Listen to clients business requirements and recommend the MVP.- Creation and maintenance of pricing, commercial modelling and service offerings.- Commercial negotiations with clients and suppliers.- Contract management, invoicing and profitability.- Participation in company planning, strategy, values and policy creation.- Creation and release of OSS issued contracts, review and recommendation of next steps for all incoming contracts.

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  Systems Advisory Services Limited

  Jan 2020 - now

  • Head of Product and Commercial

    Aug 2024 - now

  • General Manager, Customer Experience

    May 2023 - Aug 2024

  • Head of Business Assurance

    Jan 2020 - May 2023