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A highly experienced Senior Technology and Service Management Leader with a demonstrated ability to deliver successful business outcomes by developing trusted partnerships with IT and business stakeholders.ITIL qualified and an advocate of the ITIL framework, I focus on evolving process and tools to instill a customer centric approach across the organisation and provide a high quality of service to the business.A natural people leader, driving the formation of high performing teams through clarity, transparency and shared leadership.Certifications : ITIL V1, V2 & V3 Foundation; ITIL Operations Support & Analysis V3; ITIL Service and SupportKey Leadership Strengths:Effective Leader of change initiativesPassion for building great teamsA strong communicator and motivating leaderDrives organisational service improvementAchieves business outcomes
Aia (Australia/New Zealand)
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It Services Manager - Service ManagementAia (Australia/New Zealand) Jan 2021 - PresentResponsible for the E2E Service Management capabilities across AU/NZ including:- Service Desk, EUC, Incident, Problem, Change, Asset, Software, Service Transition, Risk and Audit remediation- Business Engagement, Stakeholder Management, Vendor Management, Group Liaison, Project Management- Operational Delivery, Continuous Improvement, Transformation, Capability Uplift- People Leadership & Development
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Senior Service Engagement ManagerAustralia Post Aug 2019 - Dec 2020Melbourne, Victoria, AuAs Senior Service Engagement Manager within the area of Corporate Technology, I have responsibility for the operational services delivered to the business and to lead the alignment between the business and technology. A main are of focus is to enhance the maturity of service management within the department, through the implementation of a service improvement and capability uplift plan to support the optimal delivery of service functions. -
Its Operations ManagerEsta Aug 2013 - Jul 2019Burwood East, Victoria, AuResponsible for provision of information and technology services that support ITS Operations within the Emergency Management sector. A member of the ITS leadership team, I am responsible for working collaboratively with other business units and vendor partners to deliver cost effective and reliable IT services to the business with the required resource, process and procedures to support the services. Undertaking strategic planning to define the roadmap for ITS Operations, I provide leadership and direction to the team to drive service improvement and cost efficiencies. -
It Web Application - Delivery ManagerAmp Financial Services Jun 2012 - Aug 2013Sydney, New South Wales, AuLeading a team of onshore and offshore technical professionals to deliver a complex array of programs, from small to enterprise wide. A pivotal member of the Infrastructure transition project management team responsible for the transfer of outsourced infrastructure partners, services and tools to provide strategic capability and support. Providing senior leadership and support across the Melbourne IT department to guide the delivery of strategic and operational change and enhancements. -
Service Management ManagerAmp Financial Services Mar 2009 - May 2012Sydney, New South Wales, AuAccountable for the setting up and embedding of all Service Delivery disciplines including incident, problem, change, service desk, asset management, disaster recovery and business continuity. Responsible for the management and governance of vendor relationships and infrastructure partners, delivering to SLAs & KPIs and for driving improvement in the level of customer service.
Alan Shepherd Skills
Frequently Asked Questions about Alan Shepherd
What company does Alan Shepherd work for?
Alan Shepherd works for Aia (Australia/new Zealand)
What is Alan Shepherd's role at the current company?
Alan Shepherd's current role is A highly experienced Senior Technology Leader/Service Manager with a demonstrated ability to deliver business outcomes.
What is Alan Shepherd's email address?
Alan Shepherd's email address is al****@****.gov.au
What are some of Alan Shepherd's interests?
Alan Shepherd has interest in Delivery Focussed, Family, Customer Service, Horse Racing, Good Food.
What skills is Alan Shepherd known for?
Alan Shepherd has skills like Service Management, Project Delivery, Stakeholder Management, Incident Management, Itil, Service Delivery, It Service Management, Change Management, Governance, It Strategy, Sla, Business Analysis.
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