Dave Mitchell Email & Phone Number

Melbourne, Victoria, Australia

Developing, training, deploying, practicing, managing, leading and improving ITSM processes

Melbourne, Victoria, Australia

My family and I completed our travel through South East Asia and settled in Melbourne, Australia.

Wellington & Wairarapa, New Zealand

• Leading and managing a stable of teams (currently 21 people) in operational excellence for existing Identity, Banking, Telecoms (and other) application solutions
• Scoping, estimation, and process development for new solutions
• Mentoring technical (operational and dev.) teams
• Ideation and delivery of high-quality delivery and operational processes
• Planning work schedules with Project Managers
• Ownership of critical projects and issues, and leading communications from technical through senior business stakeholders.I initially joined Datacom to lead a team of Application Management champions (specifically.

Wellington & Wairarapa, New Zealand

Broad IT service management (ITSM) consulting, with quality and contractual assurance, toolsets and Service Delivery Management.

• Directly reporting to GM, this role was the logical step from Senior Service Delivery Manager - largely differing with the addition of direct reports, and with the addition of management of the Service Desk.
• Quality assurance, and Service Delivery, efficiency and relationship improvement, and SLA management;
• Budgeting, forecasting and resource planning;
• Coordinating and fulfilling Request For Proposal (RFP) outcomes, building contracts/Service Level Agreements (including end-to-end revisions and complete rebuilds) and general-business quotations;
• Key stakeholder in negotiation and selection of contracts with third party vendors and clients respectively;
• Managing team members, from interviewing and hiring resources based upon resourcing needs through mentoring for continuous career development;

Wellington & Wairarapa, New Zealand

• Solving problems and providing solutions for the development and maintenance, and continual improvement, of both new and existing key account service solutions, and enabling organisational and operational.
• Service Delivery Management and Client Executive/Account Management for New Zealand’s largest payroll organisation, transitioning this key Government-owned payroll provider from vendor ownership. Further, returned this.
• Initiated and lead redesign of the Fronde’s ITIL processes and procedures.
• Created highly detailed and templated Business Development and bid response documentation and presentations for ITIL Service Management offerings, saving greater than 1 week’s work in many responses.Responsibilities:
• Senior ITIL-based process owner and service response leader.
• Crisis and Security Management communications leader (including auditing fulfilment, such as GCIO audits).

After working at Datacom for nearly 3 years in Sydney, Australia, I travelled through Vietnam on holiday. I then returned to Wellington, New Zealand, where I worked with two local businesses and an international charity as a consultant.

Sydney, Australia

• In May 2011, with a strong belief that a leader is only as successful as their team, I became the Delivery Manager for Datacom’s Sydney-based ITIL Services groups:
• Change Management
• Configuration and Asset Management
• Major Incident Management
• Problem Management
• Reporting and Analytics

Sydney, Australia

• In September 2010 I was hired by Datacom as the Service Desk Development Manager (SDDM). This new role was created specifically for my skillset and I achieved increases in capabilities within the following areas:
• Service Level and Key Performance Indicator assessments, changes and increases in internal support teams and clients;
• Bid Response Management for both Help Desk/Service Desk and ITIL Operations Services, including initiating process improvements between our bid management and Business As Usual teams;
• Training/induction processes and procedures, where I built full Service Desk induction and training processes, procedures, training materials;
• Continuous Service Improvement Program initiatives for internal and customer processes, procedures and interactions.

Sydney, Australia

• I was asked to relocate from New Zealand to Sydney, Australia when the commercial contract I was assigned to, a large oil company, relocated.Initially a key Transition/Transformation role, I was responsible for.
• Key advisor (processes, procedures and knowledge) for the international transition/transformation of the 6,000 contact IT service support contract
• Support and advisory role within contractual negotiations and initiation/continuity of support
• Escalation of service issues, incidents/requests (esp. Critical Incidents)
• Resolution and movement of SLA breaching tickets
• Working directly with the client to introduce, streamline and measure/assess processes within the Service Desk environment

Bsb40812 - Certificate Iv In Frontline Management

Communication Communicating with team members and management to ensure open communication channels and to clarify issues Resolving.

Copc Registered Co-Ordinator

COPC-2000® CSP Standard, Registered Coordinator