The primary purpose of the role is to act as the delivery owner for end user services (collaboration, productivity, messaging, packaging and deployment, device management) and is responsible for ensuring that end user supplier partners deliver cost efficient and reliable IT services that, at a minimum, meet the needs and expectations of our Transport customers. This role leads the oversight and operational governance of end user service suppliers to ensure compliance with operational service… Show more The primary purpose of the role is to act as the delivery owner for end user services (collaboration, productivity, messaging, packaging and deployment, device management) and is responsible for ensuring that end user supplier partners deliver cost efficient and reliable IT services that, at a minimum, meet the needs and expectations of our Transport customers. This role leads the oversight and operational governance of end user service suppliers to ensure compliance with operational service delivery commitments including cross-functional service obligations. Show less

Developed and implemented ITSM solutions to ensure efficient and effective end to end management of IT support for a multitude of internal and external clients. The role included managing a small team to work on local and global programs, responsibility for budget management and training, development and management of employees. Led large and complex projects involving cross functional teams of key internal and external stakeholders.

Established through successful business model and ROI planning. The objective of the initiative being to ensure the appropriate systems and support programs deployed, managed and maintained for optimal environment for Service Desk Operations in place. Included the ownership of the following areas, Knowledge Management, Change Management, Telephony solution, Service Desk Reporting, Disaster Recovery/Business Continuity, Quality Management, Staff Training & Development.

Responsible for the run and maintain of the CSC Sydney Service Desk. This included managing up to 10 direct and 120 indirect staff. Supporting 15 companies across the Financial, Resource and Government sectors of a local and global nature 24x7. The Centre managed 480k+ contacts per annum across multiple service Management toolsets and multiple service offerings. Managing services under 50+ specific Service Levels.