Dylan Pascoe Email & Phone Number

Adelaide, Australia

● Responsible for the AU Service Desk, Service Fulfillment and Continuous Service Improvement Teams● Responsible for the Malaysian Service Desk and Service Fulfillment Teams● Provide Senior Leadership in the development of a positive work culture through the implementation of engagement strategies, staff development plans and employee coaching and mentoring● Oversee the effective delivery and support of all technology services, product, and software to ADVAM’s clients in the APAC region● Develop and Implement the Operations Integration Strategy to integrate ADVAM Operations with TNS● Oversee the Change Control Process from an Operational perspective to ensure changes are properly implemented in line with commercial obligations and to minimise impact related to change● Develop and implement strategies focused on service and process improvement● Ownership of the customer experience in interfacing with ADVAM’s operational anddelivery teams● Ensures satisfactory and timely resolution of incidents in accordance with customer SLA’s and Incident Management Policy● Manages customer outcomes in line with commercial objectives● Ensures global alignment to operational policies and procedures● Develops channel partner and supplier relationships to enhance customer outcomes● Oversees the onboarding of Unattended and Gateway services in line with customer SLA’s● Support the implementation of new Gateway and Unattended Products into the market through facilitation of Partner UAT’s, Merchant Pilots and Service Deployment

Adelaide, South Australia, Australia

• Responsible for the global Support, Service Fulfillment, Service Management and Infrastructure Teams• Oversee the effective delivery and support of all technology services, product, and software to ADVAM’s clients globally• Develop, own and execute the Global Operations Strategy• Oversee the management and maintenance of ADVAM physical and cloud infrastructure to ensure maximum service availability for ADVAM customers• Ownership of the customer experience in interfacing with ADVAM’s operational and delivery teams• Ensures satisfactory and timely resolution of incidents in accordance with customer SLA’s and Incident Management Policy• Manages customer outcomes in line with commercial objectives• Ensures global alignment to operational policies and procedures• Develops channel partner and supplier relationships to enhance customer outcomes• Oversees the onboarding of Unattended and Gateway services in line with customer SLA’s• Plan and implement strategies for the availability, capability, security and continuity of technology systems.

Adelaide, Australia

Responsibilities• Oversee the effective delivery and support of all technology services, product, and software to ADVAM’s clients• Leadership and engagement of staff • Research and build relationships with new and existing clients as well as partners and suppliers • Championing process improvement, knowledge management within the realm of customer focused operations• Development and implementation of the business operational strategy• Ensure global alignment of systems, toolsets, structure and processes

Adelaide, Australia

Responsibilities• Day to day management of the Moveit business• Leadership and engagement of staff • Business analysis and project management of system implementations• Research and build relationships with new and existing clients through the sales and account management lifecycles• Close new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations• Product management of Moveitnet, ensuring that the product roadmap aligns with current and future market/customer requirements

Adelaide, Australia

Responsibilities:• Project management of client implementations• Analysing and capturing customer requirements • Playing a leading role in the creation of the technical implementation strategy • Developing relationship with key customer contacts to encourage the extension of implementations• Management of the day to day operations of the help desk• Preparing quotations and billing reports on a customer specific basis; managing against customer contracts.• Championing process improvement, knowledge management within the realm of customer focused operations• Supporting BDM’s in presales process

Responsibilities:• Ensuring key strategic releases to meet high standards of quality in regard to client deliverables and expectations• Provide a final approval/ check in regards to specification outputs and impact on existing functionality • Management of check/systems approach to maintaining release integrity • Make recommendation to changes in the process and structure for ongoing implementation in release management • Provide a key reference point for strategic releases for nominated clients• Provide opportunities for income generation including agreed billables• Ensure compliance to time billing and other corporate systems

Responsibilities:• Analyse clients training needs to develop new training programs or modify and improve existing programs.• Plan, develop, and provide client training, using knowledge of the effectiveness of methods such as e- training, demonstrations, on-the-job training, webinars, conferences, and workshops.• Manage client relationship by providing clients follow-up on questions asked during training that required post-training research.• Evaluate the results of training, determine effectiveness and recommend appropriate alternatives. • During the implementation process, respond, troubleshoot and resolve issues and problems discovered applications at a client’s site

Responsibilities:• Identify and communicate client issues to relevant staff member and effectively manage client expectations• Identify and advance opportunities to cross sell CAMMS products, training courses and consulting services • Assist BDM’s in the presales and sales process including tenders and product demonstrations• Facilitate training and provide professional support for clients • Implementation planning and management• Provide professional consulting services for clients • Manage and successfully deliver consulting projects on time and budget• Manage or work collaboratively to assist in the delivery of specific consulting projects• Assist with explaining Conceptual Frameworks and Conceptual/strategic thinking and linkages to the client

Responsibilities:• Manage and successfully deliver projects on time, budget and scope, escalating issues to the Manager where appropriate • Resolve project management issues and actively manage project risks• Identifying and documenting client business needs to develop effective business solutions • Developing suitable functional, technical and user specifications that effectively fulfill the desired business requirements • Assisting software developers in the resolution of any work problems related to technical and functional specifications and/or development• Monitoring and documenting any post-implementation problems and revision requests• Undertake market research and analysis to ensure solutions effectively meet the market and client needs