Don Harding Email & Phone Number

Darwin, Northern Territory, Australia

Darwin, Australia

Brisbane, Australia

North Lakes, Queensland

Brisbane, Australia

I as a Service Delivery Manager (SDM) have a primary purpose to contribute to the retention and growth of the client, or portfolio of clients, by providing the key delivery interface within Telstra. The role provides a holistic, end-to-end service relationship and ensures all Telstra and client deliverables are achieved with customer satisfaction targets met or exceeded. I am expected to achieve customer contracted Service Levels or Service Targets, minimize Service Level Credits, deliver against financial plan for account and support financial growth of the account/s, achieve customer satisfaction targets and year on year improvement as well as achieve compliance in terms of general housekeeping and OH&S targets.I am expected to interact at a senior and strategic level with the client(s). My accountability is for all Telstra products and services delivered to a specific customer or group of customers.

Surfers Paradise

• Reporting to the IT Service Manager, worked closely with each of the Council departments (internal stakeholders) to understand the specific requirements and to implement new systems and processes.• Oversaw the development, implementation and ongoing maintenance of all ICT Change Management Process documentation, standards, processes, procedures and work instructions.• Established ICT Change Management Process performance targets and metrics, and the closely monitored and reported on these to Information Services leadership team and Change Advisory Board to ensure adherence to the improvement process.• Defined, established and facilitated the ICT Change Advisory Board (CAB) and managed outcomes and actions with CAB communication channels established, implemented, monitored and improved by the end of the 6-month contract.• Managed the implementation of ICT Change Management Engagement and Communication Plan and then monitored and reported its effectiveness to the Service Management Unit.• Established communication and clear integration with all other ITIL-aligned process managers.• Actioned and implemented Change Management improvement opportunities that arose from ICT Change Management monitoring, reporting and analysis.• Developed and maintained user training documentation, providing training in the process and Service-Now tool to ensure GCCC IT support resources were skilled and knowledgeable in all aspects of the ICT Change Management process.• Provided expert advice for Change Management and assisted in the other ITIL-aligned Service Management processes.• Built collaborative relationships with team members who participated, cooperated and supported all ICT Service Management activities.• Collaborated with Incident and Problem Management in relation to the restoration of services via the emergency and normal change processes.

Canberra, Australia

E2E Customer Delivery;Customer retention;Provide excellent Customer Experience;Customer advocacy into the business;Escalation Management - resolution of all escalations and complaints to customers satisfaction, which may entail documented recovery plans and reporting of outcomes;Conduct 6 monthly service reviews and manage outcomes to resolution;Dispute Management - manage all customer billing disputes to resolution within contracted time frames;Delivery of all contracted obligations - both operational and commercial, delivery to contract of all resolver groups, both internal and external; Identify and implement changes to delivery model;Resolution to customer's satisfaction of expectation gaps following transition;Identification and implementation of organic growth / margin gain opportunities;Identification of growth opportunities for new business;Level of technical knowledge/experience across customer identified requirements; Tactical Partner/Vendor Management;High Impact Incident Management as it relates to the customer experience through to resolution;Delivery and analysis of monthly customer reporting;Develop a culture of knowledge sharing and compliance to Optus systems and procedures; Promote continuous improvement within Optus as it relates to the customers environment.

Canberra, Australia

Providing leadership and management of the contracted outsourced operations and the service delivery staff. Acting as the interface between delivery and customer service and contributing to the achievement of effective and outstanding customer relationship management. Ensuring the services provided by ASG are delivered to meet agreed SLA targets and customer expectations.Co-ordinating with internal and external providers, managing available resources and undertaking customer liaison to achieve change, operational and service targets.Working across an extended role scope, including management of operations, incidents, problem solving, change and enterprise architecture processes and out of scope tasks such as project initiation and contract variation processes.Undertaking day to day management of the entire service desk operations, including level 1, 2 and 3 support; technologies include: VMware, Server 2003 / 2008 infrastructure, AD, Exchange, SQL 2005.

Canberra, Australia

Managing the day to day operation of 16 staff members, including the administration, performance management, leave, rostering, training and coaching. Completing reports of team output and performance and contributing to the daily operation of the service desk, in order to improve services to the end user.

Canberra Area, Australia

Managing the daily operations of the Major Incidents Team, including staff movements, reporting, managing the resolution of job tickets within specified time frames, and the daily administration of the team.

Canberra, Australia

Managing the end to end resolution of high priority incidents on a large scale IT Service Desk. Being involved in liaising with both 2nd and 3rd level ICT support teams in order to resolve high priority incident within a given timeframe. Developing and implementing this process into a Business as usual (BAU) environment, whilst reporting on every incident the team was given.

Kaz Group Ltd

Answering questions from client via phone and electronic media in relation to IT based issues. Assisting in driving the expansion of the company's chosen knowledge tool through troubleshooting and technical knowledge. Meeting KPI's while delivering customer service of the highest quality.

Melbourne Area, Australia

Managing commercial claims for niche markets i.e. Churches, retirement villages, heritage listed properties etc.

Melbourne, Australia

Assessing and following a claim from lodgement to completion; handling customer complaints and enquiries in relation to their claim and to give them a valued

Melbourne, Australia

Undertaking the day to day running of the team, including daily sick level reports, monitoring of service standards with all staff in the team and reporting any discrepancies to management.Handling customer complaints and complicated disputes while maintaining a high standard of customer service.Driving effective relationship management between CGU and the ANZ Bank, who the organisation had written the policy specifically for.

Canberra, Australia

Paying invoices, actioning reports, answering queries from our preferred builders in a timely and accurate manner; managing company relations with builders and assisting with issues management.Assessing and following a claim from lodgement to completion; handling customer complaints and enquiries in relation to their claim to give them a valued and satisfactory experience. Being responsible for the day to day operations of the company's computer system; any problems that could not be solved at a local level were escalated to the helpdesk.

Canberra Area, Australia

Assessing and following a claim from lodgement to completion; handling customer complaints and enquiries in relation to their claim to give them a valued and satisfactory experience.

Canberra, Australia

Managing a combination of inbound sales and customer service calls in order to meet defined sales and service targets according to organisational goals and objectives. Assisting other team members to resolve complex issues.

Bachelor Of Information Technology & Bachelor Of Business, Computer/Information Technology Administration And Management

Diploma In Website Development, Web Page, Digital/Multimedia And Information Resources Design

Information Technology Service Management

Certificate Iii In Commercial Cookery, Food Preparation/Professional Cooking/Kitchen Assistant, Trade Qualified

Education record