Robert (Bob) S. Email & Phone Number

Sydney, Australia

I have initiated ITIL aligned Service Asset & Configuration Management functions for assigned Financial Services accounts. I also represented Optus in Operational Governance, Change and Release Management meetings. I provided input into impact assessment evaluations and ensure expected outcomes are achieved. I also managed and resolved discrepancies found during audits.Key achievements of the role are:• Planned, conducted, and facilitated Asset & Configuration Item Verification and Audit activities.• Performed detailed analysis and quality control of CMDB data for accuracy and compliance.

Sydney, Australia

In my role, I oversaw the implementation of program, which includes establishment of ServiceNow platform and enhancement of 9 ITSM process areas both internally and with external suppliers. I also led development of in-house service desk for Origin in Melbourne, as well as migration from outsourced HPSM Service Desk in Adelaide, which was previously managed by DXC.Highlights of the role are:• Coordinated transfer of 5 Walk-in-Service Centre's from DXC back to Origin, ensuring smooth transition and operational continuity.• Project managed the Telstra Transformation Program, specifically Service Management stream, taking complete accountabilities for all aspects of stream, including seamless integration of IT systems into new Origin Service Management system, which involves transitioning from ServiceNow to ServiceCentral.

Sydney, New South Wales, Australia

My work includes: BICG - I conducted review and audit of the Migration Project, transitioning Legacy SAP Business Objects and Sybase IQ to Azure Cloud Business Intelligence solution.QBE - I oversaw and coordinated the Guidewire CTP transformation project, including management of data migration from legacy CICS and GWv4 to GWv8.

Sydney, Australia

I have established PMO and operational governance aligned with Telstra Business Channel. I have led operations for Telstra Enterprise and Telstra Business BU's Australia-wide. I also collaborated with the Telstra Sales and Delivery teams to manage project deliverables and meet customer expectations. I have translated technical software/products into business requirements.Notable achievements of the role are: • Implemented new methodology and executed organizational changes with defined success criteria.• Created various artefacts including scope, requirements, cost control, Project Management Plan, schedule, change control, quality control, user story, and wire frames, aligned to methodology objectives & deliverables.

Sydney, Australia

In my role, I handled Telstra Transition Project, specifically overseeing the Cisco End of Service/End of Life transition and the Nortel Customer Premise Equipment exit stream. I also acted as the business representative for CRM system development, Systems Integration Testing (SIT), and User Acceptance Testing (UAT). I have developed and implemented tactical and strategic product service line extensions and offerings. I also held position of Head of Network Services for Telstra Global Network Operations Centre and Service Desk, managing team of 130 employees in Hong Kong and London. I have led development of operational KPI definitions, performance measurement tools, change control processes, customer notification, and reporting improvements.Notable achievements are:• Successfully managed upgrade program for Macquarie Bank Asia Pacific, encompassing 16 countries and 55 services with a revenue of $14.4M.• Directed Volvo IT APAC WAN Refresh, network refresh project in 5 countries, resulting in improved business operations and generating $20M in revenue.• Led Crown's Worldwide Transformation Project, which involved relocation of five business data centre's across six continents, generating $30M in revenue.• Successfully managed Telstra's global service delivery staff within or below the Annual Operation Planning (AOP) budget.