In this role I look after several IBM Public Cloud clients in the retail and education sectors providing infrastructure and platform as a service. I am the primary focal point and owner for all account / contract activities including P&L ownership. I manage client relationships at functional and C levels. I work closely with my clients to identify their business objectives, priorities and critical success factors then apply this knowledge to establish and implement an account strategy to be the trusted partner.

I successfully manage a $11M IT project portfolio where I have driven growth 33% year on year.Working onsite alongside clients in the Government and Banking sector, I lead the end to end delivery of the IT project portfolio; this includes, governance, commercial, financial, growth, and NPS. In this role I own the customer relationship, while driving the right business outcomes for the client by leading and bringing the depth and breadth of the company togetherKey Responsibilities-Business Results – driving the business outcomes to achieve Project revenue growth.-Client Facing – develop an understanding of and alignment to our client’s strategy. -Leadership – of Team IBM to maximise the account’s project business.-Alignment of Integration – working with the Program Director to support them in their responsibilities to achieve efficient ‘end to end’ Project delivery with a strong focus on project growth through delivery.-Ownership – of key client relationships, and client project satisfaction. Owning the project NPS activities with the client and presenting monthly governance packs to senior executives and stakeholders.-Teaming – support and drive the on and offshore solutioning and delivery teams.-Accountability – for revenue and business performance and account project growth.Key Achievements-Managed a $11 million plus project portfolio-Drove portfolio revenue growth of 33% year on year -Increased client satisfaction in project solutioning and delivery from 0 to 38 NPS points-Successfully lead solutioning, architecture and delivery teams through end-to-end project lifecycles for over 150 projects

As the single point of contact for all delivery aspects I improved GP by 11% and grew the project base by 40% for a $20M business. Working onsite with a number of clients, I successfully lead the offshore delivery teams in managing the core IT infrastructure for a NSW Essential Service Government agency in GovDC and a publicly listed Distribution business in Public Cloud and Colo DCKey Responsibilities-Single point of contact for the customer on all delivery aspects.-Be the advocate between the customer, Delivery and Account team. -Develop customer relationship and trust, ensure positive customer satisfaction.-Understand customer requirements along with business opportunity and development.-Manage delivering to contract performance standards and client measurements -Deliver and present weekly and monthly governance reports to senior executives and c suit-Support the offshore delivery teams -Drive/Manage service quality and improvement of service delivery processes -Manage cost and ways to reduce cost while delivering an improved service-Drive/manage subcontractors/third party providers -Participate in Technical proposal preparation -Participate in account plan/strategy -Provide technical support and participate in the Change Control process -Provide account leadership/direction and technical support -Participate in response to project requests on behalf of the delivery organization -Drive/participate and coordinate audit readiness -Drive/participate and coordinate crisis management.Key Achievements-Improved GP by 11% and grew the project base by 40% for a $20M business-Successful transition and ongoing management of $10M Government agency contract to supply Infrastructure as a Service in GovDC-Successful transition and management of $10M contract to host and manage core IT infrastructure in Co-Lo and IBM Cloud for an distribution client.-Hosting the client in India for a review of the IBM offshore delivery center.

In this role I reduced cost by 12%, drove revenue growth by 13%, reduced down time by 30%, increased customer sat, retained and resigned key clients over 8 years with TCV growth of 10 million.Successfully managing and developing over 30 Network Managed Services Contracts in the Communication, Distribution, Government, Health care, Travel and Transportation sectors. Key Responsibilities-Delivery of Network Managed Services and Managed Unified Converged Communications contracts.-Manage client relationship and present at regular governance meetings.-Contribute to positive customer satisfaction and customer relationship-Drive/manage subcontractors/third party providers in accordance with the contract.-Solution, quote and deliver customer projects.-Escalation and focal point for customer and 24x7 Network Operations Centre staff.-Provide direction and assistance to Network Operations Centre.-Change management.-Customer reporting.-Achieve SLA compliance within contract terms and conditions.-Opportunity identification.-Financial management and responsibility for each account.-Development of the Network Managed Services offering.-Transition management of accounts.Key Achievements-Successful management and development of over 30 Network Managed Services Contracts in a number of Industry sectors-Retention of key clients for over 8 years.-Reduced cost by 12%-Reduction in device downtime by 30%-Improved customer satisfaction.-Process improvement and proficiency.-Developed of offering.

During my time as a Helpdesk Engineer I was tasked to manage the internal Logicalis IT infrastructure along with external clients desktop and server environments. I transformed the helpdesk resolving 98% of tickets on first call basis.Key Responsibilities-Manage a team of Help desk engineers who take 1st level, 2nd level, Desktop Server, and IP Telephony support calls.-Provide support to Logicalis/IBM staff and external customers.-SLA and change management.-Drive/manage subcontractors/third party providers.-Transition management of accounts.-Customer reporting.Key Achievements-During my time a Help desk team leader I transformed the helpdesk from a basic 1st level helpdesk to a helpdesk that could resolve 98% of tickets on first call basis. Those calls would range from desktop related issue, server faults, IP Telephony issues and general IT related matters.

As a call manager I was accountable for the Network hardware maintenance of key accounts in the banking and telecommunications sector.Key Responsibilities-Service request management for IT hardware break/fix maintenance.-Coordination of network engineers.-Drive/manage subcontractors/third party providers.-Customer reporting.Key Achievements-Delivery, reporting and governance of the Cisco maintenance agreement for key accounts in the banking and telecommunications sector.

At eBay I supported the sales team in developing processes and promoting eBay for large listing clients.Key Responsibilities-Promote and provide help on how to use eBay for large listing clients.Key Achievements-Increased listings on eBay-Provide ongoing support for large multi listing clients