Adrian Miller Email & Phone Number

Sydney, Australia

Operations Manager within Telstra’s Global Business Services division. The MSC Mobility business was acquired by Telstra in August 2016 and commenced a program of integration. As of November 2018, the MSC mobility business was separated into new reporting lines within the wider Telstra organisation; while maintaining the Enterprise Mobility Services portfolio provided to Telstra Enterprise and Government customers.

Sydney, Australia

A full company restructure into 3 core business units, one being Service Operations, provided an opportunity to take up the role of Operations Director. The Unit grew from 35 staff in three functional teams to over 80 staff across five functional teams during this time.Responsibilities / Achievements:• Implemented an ITIL based Service Portfolio and Catalogue to continuously develop and maintain a dynamic and agile operating model across a Professional and Managed Services portfolio.• Introduced real activity-based cost reporting to strategic business planning to forecast requirements, prepare budgets, allocate expenditure and maintain P&L.• Drive enablement and automation programmes to improve cost efficiency and maximise revenue through integration of toolsets to remove manual handling processes and create business insight reporting using Tableau.• Created and maintained a cascading Business Goal and KPI structure based on industry best practice frameworks while rewarding high performance through the use of KPI’s.• Architect services to provide high personal touch customer service as measured through satisfaction surveys; average of 88% overall satisfaction achieved.• Supported merger and acquisition process of MSC Mobility by Telstra resulting in sale of the business in July 2016.• Drive the integration of the MSC Mobility business into Telstra Ways of Working resulting in 85% of Operational elements being transitioned by October 2018.• Manage vendor relationships to optimise cost of supporting services while maintaining contractual service levels to customers.• Implemented a 24x7 Service Desk function within 5 weeks to meet key customer service requirements.

Sydney, Australia

I took on an opportunity to manage the Operations Business Unit while continuing to manage the Service Design team. At the time the Operations Business Unit was comprised of approximately 35 staff across three functional teams – a Business Hours Service Desk, a Service Fulfilment (Request) team and an Engineering team.Responsibilities / Achievements:• Manage four teams responsible for design, delivery, support and management of Enterprise Mobility Managed Services to achieve contractual service levels for Enterprise customers.• Develop an operating model that allows flexibility in the rapidly growing and changing mobile technology sector resulting in a number of team restructures and role changes.• Provide continuous input into the Service Design process through market feedback mechanisms to align services to common market trends and customer demand.• Implemented a top down Critical Success Factor (CSF) and bottom up KPI structure across all roles and teams to recognise high performance and areas for development.• Introduced a Quality Assurance team to create governance across Billing and Reporting functions and reduce revenue loss through incorrect outputs.

Sydney, Australia

The continued growth in demand of managed mobility services through an improved Telstra relationship saw investment in our toolsets and ways of working maintained to meet market demands. A team of specialists in service design and technical integration was formed to transform the company’s own systems and our way of engaging with the market in designing services for mobile devices.Responsibilities:• Establish and manage a team of Business Analysts; System Administrators and Integrators to design and support the transformation Enterprise Mobility Managed Services for high demand / mass market.• Manage Service Transition Activities to maintain the cadence of service on-boarding based on customer schedules and demands; averaging four weeks to onboard a customer for Managed Services.• Act as a key sponsor and contributor to the Service Design process of Service Now Service Management toolset with Incident, Request, Change, Configuration and Asset Management functions replacing legacy Lotus Notes databases over a three-month implementation project.• Develop a mechanism to capture market and customer demands for service improvement ideas and manage priorities against business objectives resulting in the creation of the New Product Development process and forum.

Sydney, Australia

The company continued to develop a strong relationship with Telstra and became an Enterprise Partner. A period of high demand for the services required formalisation of our Service Portfolio and Catalogue under Telstra’s branding, commercial structures, and legal terms and conditions. The role included working closely with Telstra to formalise our services and increase exposure to the market. Frequent consultation with customers was key to understanding what the market wanted from an Enterprise Mobility Managed Service.Responsibilities / Achievements:• Manage Service Transition activities for rapid on-boarding of new clients during key growth phases.• Develop and maintain the service portfolio and catalogue functions for Enterprise Mobility Managed Services including technologies of MobileIron, AirWatch, Apple and Android devices sold through major carrier channels and product catalogues.• Provide consultation to external customers on best fit and practice design for mobility solutions becoming the Principal Solution Design Consultant in May 2012 during a period of rapid growth.• Align Service Portfolio and Catalogue to Telstra service structures, terms and conditions resulting in the creation of Telstra EMMS (Enterprise Mobility Managed Services) as a standard product/service offering for Telstra customers.• Understand market demand for outsourced managed mobility services and tailor services according to market needs.

Sydney, Australia

Service Level and Client Relationship management for Enterprise customers in Managed Mobile services with smartphones. Technology included BlackBerry Enterprise Server with BlackBerry devices and the uptake of Apple devices and MDM services including MobileIron and AirWatch.Responsibilities / Achievements:• Establish and develop a Service Delivery Management function for Enterprise Mobility Managed Services.• Develop and maintain reporting on required performance levels using Service Level Management concepts for Enterprise Mobility Managed Services.• Manage service desk, fulfilment and engineering functions to ensure coverage of support and ongoing personal and team development.• Establish regular service reporting and customer engagement forums.• Addition of Mobile Device Fleet Services to the Service Portfolio providing service expansion and growth opportunities.

Sydney Area, Australia

I joined Mercury Solutions in the role of Assistant Service Delivery Manager providing Service Level Management responsibilities for Enterprise customers across a range of services in hosting, application support, application management, and BlackBerry Enterprise Level support. Mercury Solutions was primarily an application support development company with some server hosting and support and a BlackBerry support service for a large corporate customer. The company was looking to broaden its revenue stream through the introduction into the market of Managed Services for mobile devices.Responsibilities:• Maintain and report on required performance levels using Service Level Management concepts across a range of services in infrastructure hosting, Blackberry and application support.• Manage Service Desk staff to ensure coverage of demand, and development of team to support new and emerging technologies in mobile device use at work.• Engage, manage and consult with customers on Service Level performance and opportunities for growth of services.• Design of a Managed Services framework for Mobility Services in the Enterprise using BlackBerry Enterprise Server solution and devices.• Establishment of initial customer base in Managed Mobility Services.

Managed Service Desk Teams from 5 to 10 for external client support services

Managed sites at Tourism of New South Wales, Royal Botanic Gardens and Department of Sport and Recreation and provided end user support services.

Bsb51915 Diploma Of Leadership And Management, Organizational Leadership

Itil V3 Foundation Certificate

Certificate Iv In Business (Frontline Management), Information Technology

Itil Practitioners Certificate, Service Support

Itil Foundation Certificate

Certificate Iii In Telecommunications (Call Centres), Information Technology

Certificate Iv, Networking

Certificate Iii, Pc Support And Management

Adavanced Certifictate, Hospitality Management

Higher School Certificate