Brad Smith Email & Phone Number

Brisbane

Brisbane Area, Australia

Managing a portfolio of technology platforms and services to ensure the availability and performance of the Suncorp Group critical applications. Delivery of shared technology services to group customers.Key Responsibilities• Being a trusted advisor to Senior Management, gaining their support for strategic technology initiatives. • Drive the divisional and departmental execution of IT strategy and technology services for customer benefit. • Management of the Operational Performance investment profile (Group Technology Assets).• Providing shared technology services to 800+ Technology customers and 16000+ Corporate Customers. • Establish and execute a quality solution design system to support customer and IT strategies• Develop the capability of others through effective mentoring and coaching• Engage and effectively manage vendors to drive strategy execution.Key Achievements• Implementation of Agile Delivery Methodology within our Department. This has improved our customer focus delivering the highest value work in an iterative manner for our customers.• The design and implementation of customer-based service and technology roadmaps. • Transformation of our IT Service Management Platform, replacing our legacy Remedy platform with ServiceNow (a cloud-based offering). The project is currently in-flight.• Implementation of an international partnered workforce. This involved re-engineering and standardising our functions (LEAN) followed by a knowledge transfer program with our offshore partners.• Employee Engagement - Development of a highly engaged and change resilient team that continues to deliver outstanding results, even through uncertainty. 2014 results were some of the highest within the Suncorp Group and well above industry average. • Designed and implemented team-based and divisional dashboards reporting on key business results across Service Level, Quality, Customer and Innovation.

Brisbane, Australia

Delivery of a comprehensive range of IP Telephony related services and products across the Suncorp Group. Close management of the team’s critical customer base which comprises all Suncorp Contract Centres and the Treasury call recording functions. Key Responsibilities• Single point of engagement for Suncorp Group Telephony service and support.• Proactive understanding of customer needs.• Manage vendors to deliver on contracted service levels.• Management of a diverse team across Melbourne, Sydney and Brisbane that delivers 2000+ customer requests per month.Key Achievements• Transformed the way of working for the team by implementing- Tiered customer engagement and escalation models- Change and release processes- Agile Delivery methodology- 24x7 support model for the new IP Telephony Applications and Platform.• Implementation of the Personal Insurance Contact Centre forum.• Integration of the Speech & Telephony Team and functions into the team• Integration of the AAMI Help Desk into the IT Service Desk.• Creation f an operational charter and scorecard to improve vendor performance.

Brisbane Area, Australia

Key Responsibilities• Demonstrate sustainable productivity improvements for our customers and stakeholders in the use of our technology products and services.• Cost Reduction - Determine, implement and demonstrate a strategy to maintain service levels at a lower unit cost. • Create a Vendor Service Management framework to underpin points 1 and 2. • Stakeholder management, communication and commitment to improve the Networks Operating model in line with Customer strategies.Key Achievements\• Creation and project management of the 2007-8 Networks Business Plan.• Leadership of the Networks Design team (across NZ / Melbourne / Sydney / Brisbane) to create structure options and implementation plans.• Create and implement a new maintenance model for our CISCO equipment adopting a higher risk / lower cost customer-owned spared model.

Brisbane Area, Australia

Key Responsibilities• Monitoring team delivery of Services to SLA.• Ensuring our systems continue to meet the needs of our business, keeping a focus on new technologies and opportunities to reduce costs.• Delivery of Team and Corporate Projects to plan.• Effective management of the risk profile.• Manage expenditure within budget – Operating Expenses and Capex Expenditure managed closely to annual team budget• Contribute to Department Strategic Plans.Key Achievements• Implementation of a single support queue and single point of engagement for the Networks Department.• Motivated a disengaged team into a high performing, highly engaged team as evidenced by Industry Engagement and Enablement scores.• 100% delivery of the Data Communications and Network Security Program of Work.

Brighton, United Kingdom

Ensuring American Express MIS Systems were Y2K compliant.Specficied software changes for others to developExecution of System Testing to ensure compliance

Mba, Entrepreneurship/Entrepreneurial Studies

Bachelor Of Business Accounting, It Major