• Acting Site Lead, and backup • Co-ordination and governance of day to day activities of Supervisors, Service Desk and operational support teams across a 350 seat organisation spanning Australia and New Zealand. Focusing on growth and adding value through controlled best shore opportunities and end to end participation in the sales cycle and solution reviews.• Provide proactive leadership and vision in the service desk space so that efficient, cost effective and innovative solutions are delivered to enable clients to meet business objectives.• Achieve contracted service level agreements for twenty five (25) South Pacific customers and accounts within committed financial targets. • Provide diverse leadership & a high commitment to the achievement of all service targets & delivery excellence.• Co-ordination and governance of day to day activities of Supervisors, Service Desk and operational support teams across a 250 seat organisation spanning Australia and New Zealand.• Manage resource requirements, Staffing levels, training, tools, & recruitment. Implement innovative workforce management models for assured coverage and delivery at the lowest possible cost.• Maintain attrition rates below industry and HP benchmarks with a focus on positive attrition, through promotion and the growth of the ITO delivery organisation.• Ownership and coordination of workforce requirements across 250 seat Service Desk spanning 12 accounts. • Implementing new Service Desk solution for on-boarding of new business.

• People Management and Performance Management• Workforce and Roster Management• Service Desk operational delivery• Vendor engagement and management• Process on-boarding• Customer focussed services• ITIL methodologies• IT Service Management• Human Resourcing and Payroll• Documentation and reporting• Knowledge Management and Training Delivery· Employee performance management.• HR engagement.• Payroll engagement.• Management of employee time tracking and billing to customers.• Cost saving identification and implementation.• Relationship management between Service Desk and Corporate Customer.• Driving continual service improvement.

• People Management and Performance Management• Workforce and Roster Management• Service Desk operational delivery• Vendor engagement and management• Process on-boarding• Customer focussed services• ITIL methodologies• IT Service Management• Human Resourcing and Payroll• Documentation and reporting• Knowledge Management and Training Delivery· Employee performance management.• HR engagement.• Payroll engagement.• Management of employee time tracking and billing to customers.• Cost saving identification and implementation.• Relationship management between Service Desk and Corporate Customer.• Driving continual service improvement.

• Designing and deploying changes to multiple stores, multiple banners (Supermarkets, Australia and New Zealand, Thomas Dux Dan Murphy Petrol, BWS)• Understanding of ITIL change methodology and process• Providing software configuration solutions for Woolworths point of sale and office applications• Managing a team of configuration specialists (3 reports)• Providing status reports to Senior Management outlining team actions• Maintain and submit Time and Attendance records• Represent Woolworths and Retalix• Provide workload estimates to Woolworths, assessing Woolworths business enhancement, change requests for time and effort cost• Support pilot and rollouts of software to over 3000 supermarkets/liquor/BigW and petrol stores• Apply adhoc system updates as per business needs. Includes developing, configure, test and deploy using various deployment mechanism scripts• Understand and follow change management process• Skills required – scripting using VB, KIX, Transact-SQL• Strong analytical and problem solving skills• Vendor management

• Designing and deploying changes to multiple stores, multiple banners (Sprs, Aus and NZ, TD’s DM’s PT, BWS)• Understanding of ITIL change methodology and process• Providing software configuration solutions for Woolworths point of sale and office applications through Agile methodology• Managing a team of configuration specialists (3 reports)• Administrative duties• Provide status reports to Senior Management of team actions• Maintain and submit Time and Attendance records• Represent Woolworths and Retalix• Provide workload estimates to internal business customers, assessing business enhancement, change requests for time and effort cost• Support pilot and rollouts of software to over 3000 supermarkets/liquor/BigW and petrol stores• Apply adhoc system updates as per business needs. Includes developing, configure, test and deploy using various deployment mechanism scripts• Understand and follow change management process• Skills required – scripting using VB, KIX, Transact-SQL• Strong analytical and problem solving skills• Vendor management