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@nsw.gov.au
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2 phones found area 140
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LinkedIn matched
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David Crocker is listed as Manager, Service Management at NSW ServiceFirst, a with 38 employees, based in Greater Sydney Area, Australia. AeroLeads shows a work email signal at nsw.gov.au, phone signal with area code 140, and a matched LinkedIn profile for David Crocker.
David Crocker previously worked as Incident and Problem Manager at Nsw Servicefirst and Team Lead, End User Services at Nsw Servicefirst. David Crocker holds Bachelor Of Social Science, Sociology, Psychology, Youth Work from University Of Western Sydney.
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Excellent management and leadership skills with proven track record mentoring project resources to execute delivery and achieve desired outcomes in tight timeframes. Specialist in IT Service Management - consulting, design, implementation and operation; business analysis, and implementation of large-scale complex infrastructure projects.Solid financial management experience including preparation of budgets, responsibility for P&L, and writing and presenting financial reports to senior management.Exceptional communication skills with ability to convey ideas, thoughts and requirements in a clear, concise and persuasive manner.Excellent interpersonal skills with demonstrable success managing a range of stakeholders to garner support and proactively influence outcomes - includes customers, vendors and contractors.Strong negotiation skills, ability to ensure optimum outcomes regardless of resource limitations.Extensive practical Project Management experience at a senior level managing the implementation of IT infrastructure and service implementations. Demonstrable success developing and managing scope, time, resources, performance, cost and quality; analysing and mitigating risk.Well-versed in the use of COBIT, ITIL, Lean and Six Sigma disciplines to ensure efficient and effective service delivery in all aspects of Service Management and have successfully negotiated and managed Service Level Agreements (SLAs).Experience developing and implementing frameworks, policies, procedures and reports to successfully govern complex IT delivery contracts.Cultural and political acumen demonstrated through successful completion of numerous projects spanning different cultures and countries (including China, India and Malaysia).Specialties: Customer Relationship ManagementDelivery & Service ManagementProject / Program ManagementDelivery Optimisation & Cost ReductionBusiness ContinuityBuilding High Performance TeamsStrategic Planning and Change Management
Listed skills include It Service Management, Itil, Service Delivery, Service Management, and 46 others.
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Led the team responsible for Service Management provision across a broad client base.Accountable for resolution of all client complaints, project and incremental change execution, defect identification and elimination.
Implemented and led ITIL-aligned Incident and Problem Management processes to drive service recovery and defect elimination.Focal point for major incidents across all clients, and for continuous improvement plans. Liaison between ServiceFirst and the client CIO offices.Reduced volume of major incidents by 75%, and Mean Time to Recover Service (MTRS) by 90%.
Formed a new team amalgamating Help Desk, Hardware, Field Services / Deskside Support, Telephony and Incident Management.Created and implemented new process and a dynamic resourcing model. Improved critical KPIs: 1st call resolution improved 9%, average call wait time improved 46 seconds (28%).
Responsible for the successful identification and implementation of strategic Service Management improvement projects.Needs / gap analysis, development and agreement of requirements, project plan creation and maintenance, team formation and ongoing coaching, implementation of agreed project plans.
Sydney, Australia
Led a team of approximately 100, including 1st line managers and Service Management professionals.Responsible for all aspects of Incident, Problem, Change and Release Management including process maintenance and compliance, service improvement and governance, delivery of services to clients.
Sydney, Australia
Created and established the ITIL-aligned Problem Management discipline within IBM Delivery, including process development and implementation, creating and developing a team of Problem Management professionals, development of procedures and all aspects of service delivery, compliance and reporting.
Responsible for the delivery of Major Incident Management and Situation Management to IBM and IBM's outsourced clients.Managed a 24/7 shift team responsible for managing service restoration for clients, acted as focal point during the incidents for internal and external reporting, managed the Post Incident Review function. Directly managed major incidents as an escalation for serious outages.
Owned all Service Management processes for IBM in Australia and New Zealand. Responsible for process improvement including use of CMM, alignment to emerging ITIL / ISO standards, and compliance within the Execute teams. Responsible for tools including maintenance and upgrades, funding, implementation of new GUI-based tools and ensuring that tools supported all processes.
Led the Incident, Problem and Change Management functions for IBM's largest outsourcing client. Managed a team of over 30 professionals in a dynamic 24/7 environment, ensuring the availability of the client's IT services through the effective and efficient implementation of changes, response to incidents and problem determination and elimination.
Focal point for all aspects of Incident and Problem Management for IBM's largest outsourcing client.Responsible for efficiency and effectiveness of the services provided, for service improvement activities and for interfacing with the client executive team.Responsible for the establishment of Service Levels for this newly signed client, aligning to the contract and to the operational expectations of the client (including a gap analysis against the contract, and contract… Show more Focal point for all aspects of Incident and Problem Management for IBM's largest outsourcing client.Responsible for efficiency and effectiveness of the services provided, for service improvement activities and for interfacing with the client executive team.Responsible for the establishment of Service Levels for this newly signed client, aligning to the contract and to the operational expectations of the client (including a gap analysis against the contract, and contract amendments). Responsible for periodic reporting and for presentation of all reports to the client, and for operational plans to address service level misses. Show less
Responsible for the successful enablement of new outsourcing business for IBM, by creating and executing a program of service / quality assurance activities to ensure "Day 1" readiness for service delivery.Responsible for executing an extension to this program by facilitating annual reviews of accounts, documenting issues, creating a remediation plan and overseeing execution of the plan.
Responsible for identifying opportunities to improve service or to align IT services with client needs.Managed agreed projects to successful completion.
As the National Manager's representative, provided consulting to Customs on their Service Management program. Developed a scope of work that aligned with business needs, developed the project plan and managed 9 projects with 4 assigned Project Managers.
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David Crocker works for NSW ServiceFirst.
David Crocker is listed as Manager, Service Management at NSW ServiceFirst.
AeroLeads has found 1 work email signal at @nsw.gov.au for David Crocker at NSW ServiceFirst.
AeroLeads has found 2 phone signal(s) with area code 140 for David Crocker at NSW ServiceFirst.
David Crocker is based in Greater Sydney Area, Australia while working with NSW ServiceFirst.
David Crocker has worked for Nsw Servicefirst, Ibm, and Australian Customs Service.
You can use AeroLeads to view verified contact signals for David Crocker at NSW ServiceFirst, including work email, phone, and LinkedIn data when available.
David Crocker holds Bachelor Of Social Science, Sociology, Psychology, Youth Work from University Of Western Sydney.
David Crocker is listed with skills including It Service Management, Itil, Service Delivery, Service Management, Outsourcing, Service Improvement, Governance, and Management.
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