Developed a comprehensive digital transformation roadmap for the business over a span of three years. Implementing the "Zarraffa's 11" strategy, an initiative consisting of 11 key programs designed to align with the Zarraffa's Business Strategy.1. Risk Management2. Effective IT Governance3. Change Management4. Robust Information Security5. Strengthened Customer Relationship Management6. Enhanced Business Analytics and Data Insights7. Zarraffa's mobile loyalty app… Show more Developed a comprehensive digital transformation roadmap for the business over a span of three years. Implementing the "Zarraffa's 11" strategy, an initiative consisting of 11 key programs designed to align with the Zarraffa's Business Strategy.1. Risk Management2. Effective IT Governance3. Change Management4. Robust Information Security5. Strengthened Customer Relationship Management6. Enhanced Business Analytics and Data Insights7. Zarraffa's mobile loyalty app on Android and iOS platforms8. An improved Software Development Lifecycle9. Seamless IT Services Transition10. Streamlined Omnichannel Program11. Efficient Enterprise Resource PlanningImproved and delivered Zarraffa's first-ever mobile digital loyalty app on Android and IOS, allowing for convenient and seamless customer engagement. Show less

As the head of the global IT portfolio, I oversee the day-to-day operations, service delivery, and various IT program and project initiatives with a substantial budget. I lead a diverse team of 18 members, including 5 direct reports.My responsibilities encompass a wide range of areas, including the Azure portfolio, both cloud and on-premise infrastructure, IT service delivery and management, database administration, digital workspace (intranet), retail and service delivery projects… Show more As the head of the global IT portfolio, I oversee the day-to-day operations, service delivery, and various IT program and project initiatives with a substantial budget. I lead a diverse team of 18 members, including 5 direct reports.My responsibilities encompass a wide range of areas, including the Azure portfolio, both cloud and on-premise infrastructure, IT service delivery and management, database administration, digital workspace (intranet), retail and service delivery projects, Office 365 systems, business as usual development and release management, vendor and contract management, IT risk management, and business continuity and disaster recovery.Some of my notable achievements in this role include successfully managing IT service management (ITSM) with a 24/7 operation, handling 1500 requests per week. I also implemented an agile "business as usual" development process, utilizing Azure DevOps and Visual Studio for a 2-week release cycle. Additionally, I authored the CloudFirst strategy document and played a key role in implementing and maintaining Office 365 and Azure cloud portfolios.To enhance efficiency, I developed an IT change management framework (CAB) that reduced IT outages by 10%, as well as a risk management framework to identify critical business systems. Furthermore, I established a comprehensive business continuity framework, including dedicated teams and plans for each department. Additionally, I implemented a proactive infrastructure and application monitoring system (NOC) to ensure optimal performance.My expertise and dedication have been recognised with the Michael Hill customer service award for three consecutive years. Show less

Responsible for global IT Service Management, overseeing service delivery and relevant IT projects: Leading a team of 11 employees.Responsibilities:• Managing IT Service Management for Australia, New Zealand, and Canada.• Overseeing IT projects for retail, including new store openings, refits, relocations, and closures.• Supervising the IT budget, which is the largest in the IT department and ranks third in the entire business, including telecommunications.• Leading the… Show more Responsible for global IT Service Management, overseeing service delivery and relevant IT projects: Leading a team of 11 employees.Responsibilities:• Managing IT Service Management for Australia, New Zealand, and Canada.• Overseeing IT projects for retail, including new store openings, refits, relocations, and closures.• Supervising the IT budget, which is the largest in the IT department and ranks third in the entire business, including telecommunications.• Leading the Point of Sale (POS) development team, utilizing Visual FoxPro & C+ programming languages.Achievements:• Designed and implemented Professional Care Plans on the POS system, resulting in a revenue of $33 million in the first year.• Successfully completed a hardware refresh across all retail stores within the allocated time and budget, including PCs and laptops.• Restructured the team, leading to the closure of one office in New Zealand and saving over $200k annually.• Implemented a Service Catalogue allowing self-service hardware procurement through global supplier contracts.• Developed "Workflow Problem Management" and "Incident Management Reporting" systems to identify and track response and estimated resolution times based on impact and urgency.• Established productivity measures and Key Performance Indicators (KPIs) to support performance coaching, feedback, and individual development plans, fostering career growth and facilitating team member evaluations. Show less

Reporting directly to the Managing Director and serving as a vital member of the Senior Management Team, I oversaw the delivery of technical and operational services to both our internal business and external customers. In my role, I successfully designed and implemented a new Service Desk function for infrastructure operations and day-to-day web development, aligning it with ITIL best practice standards. This enhancement resulted in a remarkable 40% improvement in response time and a… Show more Reporting directly to the Managing Director and serving as a vital member of the Senior Management Team, I oversaw the delivery of technical and operational services to both our internal business and external customers. In my role, I successfully designed and implemented a new Service Desk function for infrastructure operations and day-to-day web development, aligning it with ITIL best practice standards. This enhancement resulted in a remarkable 40% improvement in response time and a 15% reduction in resolution times, thus ensuring a more efficient and effective workflow.Additionally, I spearheaded the design and implementation of a cutting-edge web application that revolutionized our cost estimating system for the client tendering process. Our state-of-the-art solution streamlined processes and optimized accuracy, contributing to greater overall success in securing new projects.Furthermore, I took charge of implementing an enterprise project management solution utilizing Microsoft Project for all client Event Management Projects. This strategic move facilitated seamless coordination and organization throughout the project lifecycle and ensured the successful delivery of each client's requirements.Lastly, I played a key role in devising and implementing our Business Continuity/Disaster Recovery plan, which acts as the backbone of our IT strategy. This comprehensive plan provides the necessary framework and protocols to ensure the continuity of business operations in the face of unexpected disruptions. Show less