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, Identity and Access Management), as the Application Delivery Manager. I then moved into the role Business Manager for the Enterprise Identity group, across both Application Management and Enterprise Identity, then further across Customer Identity. At peak, this group was approximately 30 individuals, advising on, developing and managing solutions for a broad range of private and public sector organisations. I then took on a Practice Lead role in Application Management - working with private and public organisations across Identity, Banking, Telecommunications and others, from ideation through service design and commercial constructs for new services, and operating and improving existing services.

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;• Project planning and management for the provisioning, installation, performance testing, operation, capacity planning and upgrading, of infrastructure services for clients;• Working with the team to define achievable, measurable, realistic outcomes within the constraints of their projects;• Identifying potential new opportunities within new and existing clients, understanding and identifying their needs and building a robust solution either via public or private cloud, or via a PaaS or SaaS solutions.

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 relationships.Key Achievements:• 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 relationship from at-risk to a highly-productive and profitable service with a partnership focus.• 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).• Owner of multiple operational projects for major infrastructure clients (both AWS and classical ‘tin’ infrastructures, including VMware, Oracle/SQL database infrastructures and their associated networking and security), in addition to the process and procedural outcomes.

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• Knowledge Management In addition to leading the above Managers and their direct reports, I:• Introduced effective process adherence measures and reporting, and was the key Service Management resource for ISO, OGC, JSOC audits• Lead and advised on key initiatives for ITIL process/procedure standardisation across multiple international business units• Built and released a full process and supporting toolset for escalation, work task and internal and customer actions and activities (for example, post-Change/Incident actions, operational meeting actions, risk mitigation reviews), reducing email-based communications and associated wasted time, and increasing task completion rates• Process and quality business analysis and consulting provided to both internal and external customers (Customer Satisfaction, Service Desk/Change/SLA implementation, Organisational Change Management), including assignment to non-contracted clients• Lead a National Reporting Consolidation initiative• Process/Quality consulting for internal and external customers (satisfaction, Service Desk/Change/SLA implementation, Organisational Change Management) using COPC and Six Sigma processes• Created Business Development and bid response documentation and presentations for Service Desk and ITIL Service Management offerings, including pricing, saving greater than 1 week’s work in many bid responses, for Service Desk and ITIL SM offerings.

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 knowledge transfer, support and service continuity, Service Level Agreements and process management for the Service Centre. Post transition/transformation, I was officially designated as the Service Level Manager and was promoted to Senior Service Level Manager approximately 8 months in to my employment. My primary activities and responsibilities included:• 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• Key metric and outcome reporting – daily, weekly, monthly• Working directly with internal and external support groups to assess impact of processes, reporting and the Service Desk• Defining and building a full-service reporting solution within Crystal reports, reducing reporting workload by approx. three FTE annually.

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