Debbie Liddell Email & Phone Number

Responsible for the Change Management process and managing changes across ASIC nationally. Have just manage and migrated across to BMC Remedy and coordinate training nationally

Responsible to oversee all changes for Macquarie Bank on an international scale.

Responsible for the Change Management Process and the process of coordinating changes to the Federal Court. This was particularly important to manage around Full Courts which occurred 4 times a year and it was critical that no impact was felt or disruptive to the court hearings.* Review all RFC’s for clarity and completion.* Education to the Technology Services and the court on the Change Management Process* Managed the CAB on a weekly basis* Managed the change management process via the preferred ISTM Application

Responsible for the coordination of changes and minimisation of business impact to contracted SLA’s.* Accountable for the facilitation of client and business approvals for key contracted clients.* Regular review and standardisation of change management process* Maintenance of required records; production and distribution of regular updates to the Change Register.* Operations training to ensure adherence to the Change process.* Relationship management for internal and external clients to resolve issues related to change control.

The assistance to the Service Delivery Manager in managing the day-to-day running of a major client’s account. * Coordination of technical resources on the client’s account to meet the contractual SLA’s.* Key interface between the Resolver Groups and Service Delivery Manager in relation to all issues impacting production: provision of regular updates.* Collaboration with Service Level Manager and Service Delivery Management to identify and improve problem areas * Production and distribution of regular Service Level and Exception reports highlighting Availability of devices.

Second-level technical support for a KAZ major client and to ensure that cases were being met from a contractual basis within the Service Level Management. * Resolution of calls within SLA's.* Develop and sustain a strong co-operative relationships with internal and external customers.* Proactive in highlighting problem areas and suggest areas of improvement

Assisted with troubleshooting calls on the service desk, nationally* Point of escalations internally for Aussie Senior and Executive Management, nationally* Provide backup for the Personal Assistants, nationally* Set customer service expectations* Ensure 3rd parties meeting contractual achievement with Aussie* Assist the training department with any questions or technical issues throughout their training courses* Escalation point for customer service issues within the Contact Centre for EIC issues