Profile update in line with Enterprise Services spin/merger with CSC

Service Request Management

Non-Standard (I.T.) Service Request Management for the South Australian Government account

Non-Standard Service Request Management for the South Australian Government account

• Manage an Order management team responsible for creating IT purchase requests for HP employees globally• Demonstrate people management, leadership, coaching & motivating abilities• Monitor team workloads to ensure effective resource backup and production planning• Control resource productivity and utilization levels to ensure that pre-set targets are met• Govern key performance metrics, reduce process fallouts and improve six sigma measures• Ensure zero backlogs, with deployment of early warning and escalation tracking systems• Drive strong work ethics, goal-setting and appraisals; regulate performance management systems• Collaborate and engage with various Customer Leads to improve and control processes• Discover and implement business development roadmaps and methodologies• Deliver strategic guidance on process improvement projects/initiatives

• Lead Management Information Systems and reporting for a functional team of 400+ employees• Regulated requisition management system and hiring control for global functions tower of 1200+ employees• Prepared concise Operational dashboards intended to support the information and decision making needs of senior leadership and management teams• Supported and implemented several process and operational improvement projects• Ensured timely project performance checks and follow up of operational report deliverables• Highlighted hotspots in key performance metrics and provided recommendations• Collaborated with various Business and Strategy Planning teams on country level initiatives• Controlled operational cost and head count budgets• Published cost analysis and trend reports for Tower intended to assist operational strategy• Managed a central repository database containing consolidated performance data• Assisted with resource planning and profiling

• Lead an order management team in Purchasing and Real Estate activities• Monitored workflow queues ensuring the team met pre-set service levels • Provided functional guidance to team by communicating feedback, mentoring and coaching• Escalation management , assisted team resolve process roadblocks• Collaborated and engaged with a global network to improve regional buyer group services

• Assistant Team Lead role supporting an Accounts Payable service helpdesk • Regulated weekly agent call monitoring ; documenting and providing feedback to improve customer service and call quality• Handled escalated calls/cases and working with support groups to resolve within stipulated turnaround times• Ensured ongoing monitoring on agent call call quality and handling time• Analysed OPEX data and recommended strategic changes to improve call operations• Ensured regular agent training and updated process documenatation• Collaborated with various back office teams to improve query flow and reduce process faults