Craig Lindley (Certified Itil V3 Expert) Email & Phone Number

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Responsibilities:Service Management • Customer Service Management Process & tool ownership.• Provide governance and compliance to the standard Customer Service Management capability.Process Management• Identify and implement improvements to the standard ITIL aligned Customer Service Management suite. • Roll out of standard process across Service Desks and resolver groups.Strategic Management• Identify new opportunities of improvement including automation and… Show more Responsibilities:Service Management • Customer Service Management Process & tool ownership.• Provide governance and compliance to the standard Customer Service Management capability.Process Management• Identify and implement improvements to the standard ITIL aligned Customer Service Management suite. • Roll out of standard process across Service Desks and resolver groups.Strategic Management• Identify new opportunities of improvement including automation and addition of new capabilities to the standard Service Management capabilities.• Integrate new Products, Services, Customers and Acquisitions into the Standard Service Management platform. Compliance Management• Ensure all new on-boarding is operating as per standard practice and identify corrective actions where they are not.Collaboration• Work with Stakeholders to define how their operating model will work within the Standard Service Management capability, or where required how the Standard will be improved to deliver business requirementsLeadership• Provide Leadership to the Service Management Capability Leads within the Service Management Office• Deliver advocacy and leadership for the Service Management Office.Major Achievements:• Roll out of standard process across Service Desks, Customer Service Units and resolver groups.• Implemented Service Central, the Customer facing Service Management tool built on Service Now and supporting standard processes.• Defined and implemented the governance model for Service Central enhancements & support.• Integrated global Telstra teams onto the standard Service Management capability to deliver a global standard.• Lead the Business Design and implementation of standard B2B interfaces for Incident & Problem.• Participated in the Business design and implementation of B2B interface for Request, Change and Configuration Management. • Re-Design and uplift of Service Level Management solution design in Service Central. Show less

Melbourne, Australia

Responsibilities:• Develop and maintain in depth, up to date service management knowledge across the Telstra Service Desk market segments in line with future directions.• Develop and maintain standardised ITIL aligned, interlocking service management processes• Lead business requirements documentation and process re-engineering to ensure that the business needs are met. • Manage all aspects of business requirements to ensure that key stakeholder requirements are integrated in… Show more Responsibilities:• Develop and maintain in depth, up to date service management knowledge across the Telstra Service Desk market segments in line with future directions.• Develop and maintain standardised ITIL aligned, interlocking service management processes• Lead business requirements documentation and process re-engineering to ensure that the business needs are met. • Manage all aspects of business requirements to ensure that key stakeholder requirements are integrated in the development of business plans and business cases.• Interface with end-users and all levels of management to translate business requirements into appropriate IT related specifications (functional specifications).• Make recommendations on the technology, process and people requirements for new Service Management capabilities.• Ensure all new and uplifted processes are aligned to tool to enable compliance Management.• Establish and maintain effective working relationships with peer groups and key internal stakeholders.Major Achievements:• Co-presented an information session on delivering Service Management maturity at the 2014 itSMF National LEADit conference.• Delivered Standardised, Integrated and repeatable ITIL aligned ‘world class’ Service Management Processes and tool alignment. • Delivered significant uplift in Service Management maturity (ITIL Maturity, Compliance & Capability) through strategic improvement programs.• Implemented initiates through several stages of the Integrated Service Management Program to improve Service Centre ticket logging times reducing the administration by over 50%.• Lead strategic program to define & Implement standard Service Management processes and associated tool alignment.• Worked in collaboration to define the strategic plan to deliver a new service management tool, built on the Service Now platform, with associated processes for Incident, Major Incident, Problem and Event Management, including Customer Portal. Show less

Melbourne, Australia

Transitioned from Sensis to Telstra. Same role as the Manager of the Sensis Service Management Office along with ensuring a succesful tranisition to Telstra

Melbourne, Australia

Responsibilities• The management and provision of continuous improvement of all Sensis IT wide Processes. This incorporated ITIL V3 based Change, Release, Incident, Problem, Configuration, Request Fulfillment and IT Asset Management processes.• Facilitate associated training and workshops and ensuring process compliance across Sensis as a whole and within all 3rd Party vendors.• Ensure that identified services are delivered at the operational level to meet the required business… Show more Responsibilities• The management and provision of continuous improvement of all Sensis IT wide Processes. This incorporated ITIL V3 based Change, Release, Incident, Problem, Configuration, Request Fulfillment and IT Asset Management processes.• Facilitate associated training and workshops and ensuring process compliance across Sensis as a whole and within all 3rd Party vendors.• Ensure that identified services are delivered at the operational level to meet the required business outcomes. This included taking an end to end view of service delivery and seeking to be proactive in continual improvement of these services.• Service Level Management and Reporting and Service Catalogue Management.• Leading and managing the Service Management Office Team in delivering the required Service supporting functions described above.• Managing allocated 3rd Party vendors required for IT Service Management tool support.• Ensuring the current and future toolsets are maintained and kept in line with associated processes.• Effective and ongoing improvement cycle for existing ITIL based Service Management Framework processes was maintained.• Developed effective and maturing Compliance reporting to enable management of process compliance, and take appropriate actions where it falls short.• Effective management and continuous improvement of the Service Management Office and the associated functions.Major Achievements• Managed the development and implemented an in house IT Service Catalogue• Managed and negotiated Service Level Agreements between vendors, IT Support and business stakeholders for the Digital Strategy program, a major initiative at Sensis.• Performed a review, update and release of all IT Service Management Processes.• Managed the conversion of all in in-house IT Service Management training from classroom based training to on-line self-paced training.• Implemented an IT Wide Corporate SLA for all services not covered by a specific SLA. Show less

Melbourne, Australia

Responsibilities• Drive the continuous improvement of the Major Incident Management process to ensure that service is restored to an acceptable level as soon as possible for all priority 1 and 2 incidents.• Establish and develop a comprehensive Problem Management process to reduce or remove high-impact re-occurring incidents in the IT environment.• Provide advocacy and leadership for the Major Incident and Problem Management processes.• Co-ordinate the development and… Show more Responsibilities• Drive the continuous improvement of the Major Incident Management process to ensure that service is restored to an acceptable level as soon as possible for all priority 1 and 2 incidents.• Establish and develop a comprehensive Problem Management process to reduce or remove high-impact re-occurring incidents in the IT environment.• Provide advocacy and leadership for the Major Incident and Problem Management processes.• Co-ordinate the development and maintenance of process, procedure, and policy documents for the Major Incident and Problem Management processes.• Ensure that Major Incident and Problem management service level commitments are met, and where they are not, ensure that plans are implemented to address.• Establish and maintain effective governance and controls for the Incident and Problem management processes.• Provide coaching and development for Major Incident and Problem management staff.Major Achievements• Managed the First Response Team for Project Morph (the largest software implementation project performed in the Southern Hemisphere at the time), handling up to 20 major incidents per day for the first three months of “go-live” of the system.• Reduced the overall company problem pool from over 300 active problems to less than 100.• Implemented Problem Assessment procedure to maintain an active problem pool below 100• Implemented problem resolution SLA’s to maintain an active problem pool below 100• Re-structured the Problem Review board to meet business requirements and effectively manage resolution of all problems.• Uplifted Problem Management process compliance across IT from 20% to 100% and maintained full compliance. • Received a Tier 1 Pinnacle award for outstanding Contribution to Sensis.• Received a Tier 2 Pinnacle award for outstanding Contribution to Sensis. • Received a Tier 3 Pinnacle award for outstanding Contribution to Sensis. Show less

Melbourne, Australia

Responsibilities• Develop and maintain an end to end business process framework based on the defined Operating Model.• Develop and maintain a standard process documentation methodology, consistent with ITIL, to allow processes to be consistently documented.• Ensure all business processes have clearly assigned process owners and process owner responsibilities are clearly defined and documented.• Work collaboratively with process owners to ensure processes are implemented in a… Show more Responsibilities• Develop and maintain an end to end business process framework based on the defined Operating Model.• Develop and maintain a standard process documentation methodology, consistent with ITIL, to allow processes to be consistently documented.• Ensure all business processes have clearly assigned process owners and process owner responsibilities are clearly defined and documented.• Work collaboratively with process owners to ensure processes are implemented in a consistent manner.• Work collaboratively with the Service Improvement team to ensure alignment of the business process framework to the Services Portfolio.• Actively educate staff on the benefits of a process based approach to service delivery and its importance as an enabler of business performance reporting.• Liaise with the quality assurance team to ensure process audits and reviews are undertaken periodically as part of an overall continuous improvement cycle.• Provide day to day people management of the process improvement team in consultation with the senior line manager.Major Achievements• Performed a Gap analysis between process set for Department of Infrastructure and six other departments, and modified ITSM processes & tool sets to meet requirements of departments as part of the formation of Shared Services.• Performed a Gap analysis between process set for Shared Services Centre and four other departments, and modified ITSM processes & tool sets to meet requirements of departments as part of the formation of Shared Services.• Defined and implemented the Process Improvement Process for implementation of enhancements to ITSM processes and tools. Show less

Responsibilities• Develop and maintain an end to end business process framework based on the defined Operating Model.• Develop and maintain a standard process documentation methodology, consistent with ITIL, to allow processes to be consistently documented.• Ensure all business processes have clearly assigned process owners and process owner responsibilities are clearly defined and documented.• Work collaboratively with process owners to ensure processes are implemented in a… Show more Responsibilities• Develop and maintain an end to end business process framework based on the defined Operating Model.• Develop and maintain a standard process documentation methodology, consistent with ITIL, to allow processes to be consistently documented.• Ensure all business processes have clearly assigned process owners and process owner responsibilities are clearly defined and documented.• Work collaboratively with process owners to ensure processes are implemented in a consistent manner.• Work collaboratively with the Service Improvement team to ensure alignment of the business process framework to the Services Portfolio.• Actively educate staff on the benefits of a process based approach to service delivery and its importance as an enabler of business performance reporting.• Liaise with the quality assurance team to ensure process audits and reviews are undertaken periodically as part of an overall continuous improvement cycle.• Provide day to day people management of the process improvement team in consultation with the senior line manager.Major Achievements• Performed a Gap analysis between process set for Department of Infrastructure and six other departments, and modified ITSM processes & tool sets to meet requirements of departments as part of the formation of Shared Services.• Performed a Gap analysis between process set for Shared Services Centre and four other departments, and modified ITSM processes & tool sets to meet requirements of departments as part of the formation of Shared Services.• Defined and implemented the Process Improvement Process for implementation of enhancements to ITSM processes and tools. Show less

Melbourne, Australia

Responsibilities• Manage change to the IT infrastructure environment, initially through the existing Change Request process and then through the ITIL based Change Process when implemented.• Manage the monthly change windows, and facilitate Change window reviews to ensure business stakeholder communication and agreement to the schedule of changes and communicate the activities & impacts to DOI customers.• Perform continual reviews of ITIL defined Change and Configuration processes to… Show more Responsibilities• Manage change to the IT infrastructure environment, initially through the existing Change Request process and then through the ITIL based Change Process when implemented.• Manage the monthly change windows, and facilitate Change window reviews to ensure business stakeholder communication and agreement to the schedule of changes and communicate the activities & impacts to DOI customers.• Perform continual reviews of ITIL defined Change and Configuration processes to ensure improvement and alignment to business requirements. • Maintain, update and create Change and Configuration documentation as required for both support staff and the wider change community.• Review and audit all logged changes within the change tool to ensure adherence to process, and appropriate stakeholder approval.• Provide one-on-one sessions to both DOI customers and Support staff to educate or assist understanding of new ITIL based Change & Configuration processes.Major Achievements• As Process owner of the Change and Configuration Management processes, developed the initial phase of the ITIL based service management framework, which included Change, Configuration, Incident and Problem Management Processes via workshops. • Performed information presentations to all DOI customers to inform and educate of new direction to ITIL based change solution and promote its adoption.• Developed daily & monthly Change reports to identify exceptions and trends, and determine process to automatically create these reports and populate to the change community.• Defined and implemented IT Procurement Process integrated into Configuration Process.• Performed a Configuration review to correctly identify configuration items and classifications and the required attributes to be recorded, and methods of automated acquisition of this information.• Attended the Whole of Victoria Government (WoVG) Community of Practice: ITIL & Best Practice as the DOI representative. Show less

Melbourne, Australia

Responsibilities• Perform Change Management, Service Request Management, Incident Management and Problem Management functions. • Perform on-call function for management of Severity 1 (Major Impact) and Severity 2 (High Impact incidents).• Run Daily Operational Review meeting and prepared client daily report on major incidents.• Perform change review and approval of all client related changes. • Liaise with customer on process improvement and delivery improvement… Show more Responsibilities• Perform Change Management, Service Request Management, Incident Management and Problem Management functions. • Perform on-call function for management of Severity 1 (Major Impact) and Severity 2 (High Impact incidents).• Run Daily Operational Review meeting and prepared client daily report on major incidents.• Perform change review and approval of all client related changes. • Liaise with customer on process improvement and delivery improvement programs.• Attend and report to Service Delivery related meeting and teleconferences including regional and global reviews of Severity 1 incidents at Executive level and Weekly Operational Reviews with the client.• Act as the client escalation point on Service Requests and Incidents when perception that the normal avenues such as Service Desk have failed.• Perform Post Incident and Post Problem reviews with the client and relevant Service Provider Groups to identify areas of strength and improvement.• Manage Severity 1 and Severity 2 incidents to ensure workflow progresses through to resolution. This included confirming initial classification of incident (Severity 1 or 2), calling and holding regional and global technical teleconferences to determine root cause analysis plans, providing customer with regular updates, through to incident or problem resolution. • Prepare reports for metrics and SLA reviews against incident resolution and service request performance.Major Achievements• Reviewed and redefined Incident Reporting process to ensure delivery to client was within contracted requirements.• Implemented Permanent Corrective Action tracking process to ensure permanent corrective actions addressing the underlying problem or root cause of incidents were implemented.• Developed and managed a chronic or repetitive incidents register known as the Problem register. This was used to drive to root cause and then record and implement corrective actions for repetitive incidents. Show less

Melbourne, Australia

Responsibilities• Manage Desktop Operations, Server Operations & Helpdesk Teams.• Determine resource requirements for teams, organising leave & rosters for support team, performance appraisal, interview & hire contract staff.• Developing new strategies to improve support level for existing clients.• Liaise between provider groups and client to ensure customer expectation is met.• Perform all people care functions for Field Support team of approx. 20 staff including… Show more Responsibilities• Manage Desktop Operations, Server Operations & Helpdesk Teams.• Determine resource requirements for teams, organising leave & rosters for support team, performance appraisal, interview & hire contract staff.• Developing new strategies to improve support level for existing clients.• Liaise between provider groups and client to ensure customer expectation is met.• Perform all people care functions for Field Support team of approx. 20 staff including, performance reviews, salary reviews input, Leave allocation, rosters and resourcing.• Perform people management including mentoring, resource allocation, one on one meetings and performance reviews.• Perform statistical reporting to demonstrate compliance to required service level agreements by Field Support team.• Liaise with other Service provider groups to ensure workflow continues on problems and request as they are passed from one team to another to ensure completion within required Service Level Agreements.Major Achievements• Assisted heavily in transferring GM customer from account based solution to a leveraged based solution. Utilised as main resource to provide client specific knowledge to new support groups including Centralised National Help Desk and Network & Server Management teams.• Selected to Perform Senior Technical support for client Global Business Direction meeting (20-08-1999 to 30-08-1999) in Tokyo supporting global senior client executives.• Heavily involved in managing resources & equipment for Windows 2000 rollout project for approximately 3000 PC’s. • Develop & champion new Client server group structure of Help Desk, Desktop Operations & Server Operations.• Performing Senior Technical support for client Global Business Direction meeting (10-08-1998 to 13-08-1998) in Melbourne. • Managed project for the collection of site wide asset details for a GM Holden client consisting of approximately 3000 PC’s, including resourcing and timelines. Show less

Melbourne, Australia

Responsibilities• Perform on-site field support for PC’s, Servers and Peripheral Devices. • PC & Server builds installation & support. • Network configuration & setupsMajor Achievements• Co-ordination of the networking of a small off site location (MATEC) into the wider WAN of GMs• Being main desktop service provider of GM Holden VIP’s and senior executives at client requests• Becoming a fulltime employee of EDS from contract in June 1998.

Melbourne, Australia

Running my own business providing a full range of services for my clients including fault diagnosis, custom developed software/databases, training, internet connection & training, sales, service etc. of hardware and software using my own and other external resources. Clients included Austotel Hotel Group, Academic & Commerce Assessments Victoria, Lateral Link, Lonsdale Golf Club and various local schools, businesses and home users.Tasks for clients included;- Setup the entire PC… Show more Running my own business providing a full range of services for my clients including fault diagnosis, custom developed software/databases, training, internet connection & training, sales, service etc. of hardware and software using my own and other external resources. Clients included Austotel Hotel Group, Academic & Commerce Assessments Victoria, Lateral Link, Lonsdale Golf Club and various local schools, businesses and home users.Tasks for clients included;- Setup the entire PC Network, from sourcing and supplying equipment, setting up the Windows NT/95 Networks(LAN & WAN)-Developing various custom database systems to enable my customers to manage their clients, financial transactions and perform other administrative tasks.-Providing PC support and technical services for home users. -Performing PC fault diagnosis and repairs-Assembly of complete PC systems-Software support, PC upgrades, network setups & management.-Data recovery, printer repairs and the installation of PC peripheral devices.Major Achievements• Development of a ‘Front End’ system for Digital Dreams (a Digital Engineering Company). The Front End I developed was a user-friendly interface to software controlling mixing consoles and sound equipment via PC’s for large-scale stage shows such as “Cats” and “West Side Story”. • The conversion of a DBASE III membership register for the Association of Hospital Pharmacists into a full-blown System using Clipper 5.02. • Developed a Database Management System for Child Minding Centres. The system produces required government forms and reports relating to the government funded Childcare Assistance Scheme available to parents using Childcare. It also provides the Centres with all information relating to their clients as well as producing receipts and performing all other administrative tasks for a Child Minding Centre. Show less

Melbourne, Australia

Provided On-site servicing of all customers PC and Network hardware and software equipment, including installation and upgrades as well as fault diagnosis and repair of all clients PC & Network systems. Clients included Australian Stock Exchange, Bureau of Meteorology, Department of Immigration, Australian Air Services, Department of Health & Community Services, Victoria Police, Ecco Personnel and Worley Engineering. Service calls by Protech's customers were logged in Sydney and entered… Show more Provided On-site servicing of all customers PC and Network hardware and software equipment, including installation and upgrades as well as fault diagnosis and repair of all clients PC & Network systems. Clients included Australian Stock Exchange, Bureau of Meteorology, Department of Immigration, Australian Air Services, Department of Health & Community Services, Victoria Police, Ecco Personnel and Worley Engineering. Service calls by Protech's customers were logged in Sydney and entered onto a Lotus Notes Database. I then assigned the service calls, in order of priority to myself, or one of three other Service Engineers. The progress of these service calls were then updated in Lotus Notes and monitored by me to ensure clients received a fast response and all faults/problems were rectified with minimum computer downtime for the customer. I was also responsible for the maintenance and administration of Protech's own network including a Novell 4.1 server, Lotus Notes server running under OS/2, cc:Mail server and approximately 30 workstations. Show less

Melbourne, Australia

Developed and maintained various Clipper Summer ‘87 and Clipper 5.02 database systems for various bank departments. Systems were mainly for the use of tracking staff movements, leave, training, skills and provide various reports on this data.

Melbourne, Australia

Developed and presented all in-house training courses for the banks Information Systems department staff. The courses I developed and presented included Lotus 123, MultiMate Adv II, WordStar, DBASE III+, Clipper Summer ‘87 and various courses for the banks Network Operators. I also evaluated external courses for suitability of staff attendance.

Melbourne, Australia

This position involved the monitoring and fault diagnosis of the bank’s ATM and EFT/POS Networks and machines and monitoring the 24-hour customer difficulty and complaints telephone line. It also involved the operation of an IBM mainframe computer (4300 series) including tasks such as tape backups and transfer of transactions.

Electronic Data Processing, It, Certificate

Studied Electronic Data Processing (now Information Technology)

Top, Business Studies

Studied Business Subjects; Accouting, Computer Studies, English, Legal Studies & Mathematics)

Hsc, Computing

Completed year 11