Aaron Hilton Email and Phone Number

Relationship management with customers, ICT Projects, other Project Managers, technical staff at all levelsPrioritization and programming of project activities for deliveryCoordination of delivery of project work packages across 30 delivery teamsCreation and provision of project documentationProvison of regular project status reporting including resource utilization, risks and issues, and milestone reportsChange implementation

Management of a team of Change OwnersParticipation in process improvement initiativesProcess ManagementChange ClassificationChange Advisory Board (CAB)Change SchedulingChange ImplementationPost-ImplementationMajor Achievements:1. Implemented a new Change Management process within Applications Hosting Service, including the allocation of roles to staff.2. Developed and published considerable documentation on change management now adopted by the group.3. Developed and implemented a process model to facilitate inter-branch communication within change management, which is now used across the group.4. Developed and published considerable documentation on change management now adopted by the group.

Management of a teamManagement of the Problem Management process for Applications Hosting Service -Coordinating root cause analysis between up to 20 technical streams and external stakeholders -Ensuring permanent solutions reach implementation through Change Management -Negotiating for resources for problem investigationManagement of the Capacity Management process for Applications Hosting Service -Responsible for the development of a Capacity Management framework -Audit of available capacity management toolsets -Regular collection of capacity data -Reporting of capacity to the executiveManagement of the Reporting capability for Applications Hosting Service -Development and publication of all Service Management reporting for Applications Hosting Service -Publication of the Applications Hosting Service submission for the Chief Information Officer Group -Management of the Quality Management accreditation for Applications Hosting Service to ISO9001 standard.Coordination of regular audits including ANAO audits

Tender Evaluation for a major Strategic Reform Program initiativeStakeholder engagement across Department of Defence for the Data Centre Migration ProjectDevelopment of ITSM processes for governance of new enterprise data centreDevelopment of Change Management and Acceptance into Service strategy for the projectIntroduction of an ITSM toolset and processes for the data centre support organisation to manage the data centreContract management for multiple vendors involved in the Data Centre Migration and Enablement projectsMajor Achievements:1. Introduced a new ITSM toolset and ITSM processes for the data centre support organisation2. Provided significant training and collateral to technical staff enabling the use of the ITSM tool and processes.3. Managed the client requirements for in excess of 100 clients as they relate to the migration of the data centre.

Management of a teamManagement of Client Engagement for in excess of 100 clients of Defence Computing BureauManagement of the Incident Management process for Defence Computing BureauManagement of Service Level Management processProcess Management -Day to day management of investigation of resolution of critical incidents -Define, agree, and maintain Service Level Agreements between Defence Computing Bureau and its clients -Conduct service availability reporting on adherence to Service LevelsLiaison between Defence Computing Bureau and wider Chief Information Officer Group Operations Division for all Change, Incident, and Operations Management issues.Management of the Defence Computing Bureau Service Desk as the first point of contact for all clients’ concernsManagement of the operations of a 24x7 Service Desk, multiple shiftsDevelopment and Delivery of Service Management reporting to the Defence Computing Bureau executiveManagement of the Acceptance Into Service process within Defence Computing BureauMajor Achievements:1. Developed a Defence Computing Bureau wide all ITSM process health check report, spanning 6 processes, 2 process owners, 3 process managers, and 2 physical sites.2. Developed and implemented a Major Incident Management process for use within 24x7 operations of the Service Desk.3. Developed and implemented a Communications Plan for Major Incident ensuring that communications went to the right people at the right time.