Brian Mccarthy Email & Phone Number

Sydney, New South Wales, Australia

Leading the Service Desk, Managed Print Services, Digital Delivery and IT Walk In Customer Support Centre teams. Management of Key Performance Indicators and Service Standards. Senior level escalation point. Achievements:*** Increased Net Promoter Score feedback by 1,740%.*** Increased Net Promoter Score ratings by 23%. *** Net Promoter Score consistently over 75 per month (Satmetrix says above 70 is world class).*** Implemented an Ishikawa ideas board to generate and collate service improvement ideas.*** Implemented agent based performance reporting.*** Implemented cross training processes to assist staff in career development.*** Implemented ‘Negative Customer Impact’ reporting (the other side of SLA Management). *** Reduced customer wait times for standard IT equipment to under 2 hours from management approval to customer notification.Awards:*** Received the 'Service Excellence Team of the Year' Award - 2022*** Nominated for the UNSW IT Staff award - 2022*** Nominated for the Vice Chancellors Service Excellence Award (Individual) – 2023 *** Nominated for the Vice Chancellors Service Excellence Award (Team) – 2023 *** Nominated for the UNSW IT Staff award - 2023 *** Nominated for the UNSW IT Innovation award - 2023

Leading the Service Desk, Managed Print Services, Digital Delivery and IT Walk In Customer Support Centre teams. Management of Key Performance Indicators and Service Standards. Senior level escalation point. Achievements:*** Lowest ever SLA breaches *** Highest ever NPS customer ratings ( 11 consecutive months over 75 )*** Highest ever NPS participation rates*** Multiple customer acknowledgementsAwards:*** Received the 'Service Delivery Team of the Year' Award - 2020

Sydney, Australia

Origin is Australia's leading integrated energy company.*** Delegation of Authority for Head of Service Management.*** Jointly established the daily governance operations review meeting with internal support groups and our vendors / partners to review outstanding service issues, and to influence any potential business impacting outages.*** Established real time visual performance reporting across multiple service lines to ensure that technical stakeholders had a clear understanding of the incidents and problems that they were accountable for. *** Joint vendor management across daily / monthly operations. *** Managed transition activities for my Origin Energy customer portfolio ensuring successful progression from project to in-life operations.*** Assist with strategic sourcing as required. *** Actively support Origin’s diversity and safety processes and procedures. *** Established a project to drive Service Desk call avoidance. Initial incident reduction of 95% achieved in the category targeted.

Sydney, Australia

Driving reliability and quality across the Westpac Group ATM fleet - Westpac, St George, Bank of Melbourne and Bank SA.*** Implemented Visual Management on the ATM network together with Real time Outlier & Chronic Management.*** Implemented ITIL based Chronic Management. Actions undertaken drove a decrease of 33% in faults within this category, resulting in increased customer availability.

Sydney, Australia

Customer relationship, service improvement and transition management activities for our customer base in Australia, New Zealand and The Philippines. *** Implemented a number of practices in the Philippines support team to develop a more customer focused, flexible team driving greater availability, and to create additional capacity for busier business periods.

Leading ATM Managed Services accounts across Australia, New Zealand and Singapore. Customer service operations management of customer KPIs / SLAs, cost reduction, process excellence and process improvement.*** At NCR my customer service team topped the Asia Pacific ‘Voice of the Customer’ survey – ‘Truly loyal’ customers at 78.57% compared to the rest of APAC at 32.70%. *** Implemented monthly service reviews between the customer services lead and my teams to ensure that the ‘Voice of the Customer’ is clearly heard and understood by those supporting the account regardless of their function. *** Implemented LEAN based work cells in the Singapore customer centre to increase flow through the centre and to reduce delay and errors in the support process. *** Build relationship management and customer engagement across the client service business.*** Implemented Visual Management that assisted greatly in delivering best ever availability to a number of customers. *** Received multiple customer acknowledgements for outstanding service performance.*** Using ITIL incident / problem processes, reduced ATM service faults for one banking customer by 8.7% resulting in best ever performance, and 8.9% for a second – again delivering best ever performance. *** Voice of the Customer:‘XXXX emphasized in the meeting that they have been and remain extremely impressed with the level and quality of service being delivered from the service desk.NZ Customer - Channel Manager ‘We were doing high 5’s down the corridor when we saw the recent availability figures’ AU Customer - General Manager ‘I realize our personal contact has been minimal but my dealings with the service desk over the years has shown me without doubt that your influence within the organization has proven to be a major part of their success’ NCR – Field engineer

Leading Managed Services accounts across Australia and New Zealand - covering some of the largest financial institutions across ANZ. *** Developed and implemented the successful NCR AU/NZ service transformation program, then managed the daily operations of the teams. This program covered areas such as establishing customer based work cells, review of existing service processes, visual management, SLA and performance metrics objectives, and staff development targets. *** Implemented staff development and career progression programs which allowed staff the opportunity to move and test their ability in other areas of the business.*** Saved the relationship of one Australian Bank who had given notice. Later we experimented with a new service wrap and delivered even greater availability.*** Increased service desk workforce efficiencies by 50% for the Sydney teams between 2008 & 2011 (saving $400,000 pa), with a staff churn rate of less than 2%.

Responsible for Service Level Agreements between the IT Shared Services Department and the major internal Business Units, vendor operational performance and process / service improvement.*** Identified by one major business owner as delivering more results in 3 months than they had seen in 3 years.*** Negotiated and implemented the first suite of ‘customer facing’ ITIL based SLA’s between the IT&T Operations department and various Business Units. Monthly performance and service improvement meetings were also implemented. *** Re-engineered existing vendor reporting to clearly reflect work volumes, ticket priority and aging, Pareto analysis, etc.

Responsible for various quality assurance functions in relation to the delivery of new service orders across the region.

Responsible for the management of both Sydney and Hong Kong Customer Operations Centres and delivery of customer support to agreed global standards.*** Successful management of two customer centres, Sydney and Hong Kong.*** Received global performance awards for both the Sydney and Hong Kong based customer centres. *** Asia Pacific lead for both performance reporting management and for problem / critical situation management. *** Implemented a strategy that resulted in a potential customer moving from a connectivity service to a fully managed global service ( $US 3 million pa ).*** Customer Advocacy and APAC services leadership team member.