Con Benardos Email & Phone Number

Sydney, Australia

• Manage contracts in a highly outsourced environment managing a portfolio of suppliers including managing deliverables and obligations, performance management, invoicing and governance.
• Establish relationships with new suppliers, creating and maintaining and governance frameworks
• Strengthening and re-invigorating relationships with existing suppliers.
• Influencing stakeholders to drive business outcomes
• Review and deliver negotiated supplier service level management processes and procedures including recovery of service credits for all suppliers in my portfolio
• Maintain a commercial focus with the ability to correctly assess the impact of decisions on business outcomes, and provide accurate advice to stakeholders

Sydney, Australia

• Act as an interface for the incoming delivery of services from our Service Suppliers across Information Technology and Telecommunication for our Tier 1 customers.
• Identify and communicate risks and explore opportunities to resolve and improve Service Delivery
• Managing, enhancing and building the relationships between Telstra and its 3rd Party and Service Supplier network across Australia.
• Contract Management queries and escalations and maintenance contract variations
• Educating, Influencing and communicating Telstra’s philosophy and changes to varied stakeholders and outsourced parties whilst demonstrating Telstra’s commercial confidence, this included crisis management, escalations.
• Performance Management of Telstra Service Suppliers, ensuring obligations are met. Following through on non-performance against KPI’s and Service Levels, conflict resolution and negotiation

• Manage a team of 17 Level 2 and level 3 staff (5 based in Sydney, 11 in Melbourne and 1 in Brisbane) Desktop IT Support, VOIP and PABX Engineers providing 1st, 2nd and 3rd level support both onsite and remotely to tier.
• Liaising with project teams and other stakeholders to deliver timely solutions and projects.
• Liaising with Account Executives, Service Delivery Managers, Incident, Change and Problem managers, vendors and product managers.
• Improving process in operational environment and strive in meeting SLA’s
• Reporting
• Set and review KPI’s for staff, coach, develop and mentor staff.

• Manage the Client Support group consisting of 11 direct reports and 3 indirect reports which provides 2nd and 3rd level support across 19 sites Australia wide, covering over 2000 end users
• Relationship management with vendors and customers both internal and external
• Liaise with senior management in planning and managing ongoing and future projects
• Liaise with Head Office in Singapore for project work.
• Liaise with vendors in contracts and Licensing agreements for Organisation
• Act as an escalation point for Client Support team.

• Set up policies and procedures for Desktop Support staff to improve efficiencies and consistencies.
• Conduct annual performance reviews with staff and review KPI’s.
• Manage the daily operational tasks of the 5 Desktop Support Team members (4 in Australia, 1 in New Zealand)
• Provide 2nd level and 3rd level support to 7 Trading Streams, 3500 users in 300 branches across Australia and New Zealand
• Project Management and Planning by taking on tasks and rollouts as required by the business.
• Act as an escalation point for Desktop Support team and provided coaching to staff

• Site Administrator. Supporting 70 users, 2 servers.
• Provide 2nd and 3rd level support to 3000 users consisting of 85 sites Australia wide and 35 Servers.
• Provide 3rd level support to 10 team members
• Monitor and respond to logged calls to meet service level agreements
• Undertake team leader duties when Team Leader absent and manage team members
• Provide and maintain an SOE environment

Mascot Jet Base