Responsibility and ownership of change control, release control, validation and risk management process within a Service Management space in an ITIL (v3) environment. Lead successful business transformation through a strong customer service focus. Gap analysis, strategic planning and development of policy and procedures to ensure appropriate risk management. ITIL (v3 and RCV) certified. Additional responsibility for overseeing of all process and governance management. Key… Show more Responsibility and ownership of change control, release control, validation and risk management process within a Service Management space in an ITIL (v3) environment. Lead successful business transformation through a strong customer service focus. Gap analysis, strategic planning and development of policy and procedures to ensure appropriate risk management. ITIL (v3 and RCV) certified. Additional responsibility for overseeing of all process and governance management. Key Accomplishments:• Refined Change Management policy to encourage ease of use and process adherence. Developed a number of useful tools and information documentation to drive advocacy and awareness.• Coordinate process implementation in a unified manner• Ensure process activities were aligned with corporate strategy and legislative requirements.• Closely monitor all process operation to identify improvement areas, assure compliance and address non-compliance• Reduced change process deviation and unauthorised changes measured against change KPIs. • Coordinate team of 90 staff (and additional external consultants) to ensure risk is managed and compliance with process requirements.• Process analysis and implementation of Agile principles• Definition, documentation and implementation and advocacy of Major Incident process to increase service delivery and technical team spoilage during a major incident event. • Definition, documentation and implementation and advocacy of Kepner-Tregoe based Problem Management process to increase service delivery and technical team spoilage during a major incident event. • Directed documentation and implementation of Service Catalogue.• Initiated development of client Service Level Agreements including advocacy, consultation and documentation. Show less

Responsibility and ownership of change control and risk management process within a Service Management space in an ITIL (v3) environment. Planned business change and service transition to operational teams. ITIL (v3 and RCV) certified. Within the Information Services Directorate, responsible for the development and ownership of the change control and risk management process within a service management space in an ITIL (v3) environment and explicit responsibility for the CAB (Change… Show more Responsibility and ownership of change control and risk management process within a Service Management space in an ITIL (v3) environment. Planned business change and service transition to operational teams. ITIL (v3 and RCV) certified. Within the Information Services Directorate, responsible for the development and ownership of the change control and risk management process within a service management space in an ITIL (v3) environment and explicit responsibility for the CAB (Change Advisory Board) and ICT governance. Led team to manage risk and quality assurance activities in order to drive transformation with minimum risk. Show less

Responsibility for development and implementation of a Queensland Government whole of Government ICT solution. ITIL V3 certified.Within Department of Public Works, responsible for change management on-boarding processes within an ITIL environment to ensure new agencies are migrated to the Shared Services Solution efficiently and effectively. Involved extensive business analysis and client relationship management and negotiation/liaison with all stakeholders from the individual agencies… Show more Responsibility for development and implementation of a Queensland Government whole of Government ICT solution. ITIL V3 certified.Within Department of Public Works, responsible for change management on-boarding processes within an ITIL environment to ensure new agencies are migrated to the Shared Services Solution efficiently and effectively. Involved extensive business analysis and client relationship management and negotiation/liaison with all stakeholders from the individual agencies and staff. To be effective at this role, and keep within the required budget and timeframes, I was required to have aptitude for and adapt to at a vast array of new systems and business processes quickly. Key Accomplishments:• Implemented enhanced PRINCE2 processes to ensure fast and effective deployment of government strategy within the required budget and timeframes• Led and managed security audit to enhance security of government data. • Developed and introduced audit process to ensure disparate agency factors were considered in on-boarding process, eliminating surprise regressions after go-live. • Successfully managed extensive client relationships and negotiation/liaison with all stakeholders from the individual agencies and staff on each of my projects. Show less

The Administrative Appeals Tribunal is a Federal Government agency responsible for hearing appeals against government decisions. Within the principal registry, responsible for mentoring and training a team of system engineers based across Sydney, Brisbane and Melbourne, in order to direct the systems administration and service assurance function successfully. Also responsible for the strategic planning (such as risk management and disaster recovery) and budgeting of the ICT section, and led… Show more The Administrative Appeals Tribunal is a Federal Government agency responsible for hearing appeals against government decisions. Within the principal registry, responsible for mentoring and training a team of system engineers based across Sydney, Brisbane and Melbourne, in order to direct the systems administration and service assurance function successfully. Also responsible for the strategic planning (such as risk management and disaster recovery) and budgeting of the ICT section, and led many large scale projects with PRINCE2 methodology. Key Accomplishments:• Implemented PRINCE2 project for new case management and document management system which has provided increase in overall efficiency as well as making new features including electronic lodgement, electronic payment, web integration, integrated financials and integrated document management.• Worked with business leaders, judges and administrative staff to determine how information would be used and managed.• Documented several business procedures and information management policy. • Managed systems lifecycle and issues registers. • Implemented service level agreements• Responsibility for both local and interstate staff. Driving transformation in this team by leading, mentoring and motivating in order to extract high-performance and high morale in a service-orientated environment.• Achieved significant improvement in team performance as measured by over-achievement of department KPIs. • Successfully implemented new regional hearing recording and transcription procedures. • Implemented new service level procedures and motivated and trained staff to allow for more detailed management reporting user tracking.• Increased level of internal support and number of supported applications, greatly reducing reliance on consultants and contractors.• Aligned procedures and systems to Federal Government information security requirements. Show less

Management of college ICT. Capacity planning, risk management, implementation management, strategy, policy / procedure.