Edward Bowman Email & Phone Number

Phillip, Act, Au

North Sydney, Nsw, Au

• Lead product development, integrating user feedback, research, and market insights to enhance customer satisfaction• Provide strategic leadership across technology, architecture, and program governance• Drive Voice of the Customer initiatives, uniting customer data to influence roadmaps and product features• Collaborate with cross-functional teams, ensuring cohesive execution of user strategy, product development, and process improvements• Own customer-centric changes, ensuring governance and alignment with business objectives• Define key metrics to measure product success and deliver transformative features

North Sydney, Nsw, Au

• Managed end-to-end service delivery, ensuring adherence to SLAs and customer satisfaction• Collaborated with customers and internal teams to drive service improvements, operational reviews, and issue resolution• Led change management initiatives to ensure stability and security across customer environments• Acted as the customer advocate within nbn, driving escalations and feature prioritization based on client needs

North Sydney, Nsw, Au

• Led operational support, providing visibility into service performance and driving proactive solutions• Worked closely with customers and internal stakeholders to manage service disruptions, change management, and operational improvements• Drove collaboration between application owners and internal teams to standardize processes and ensure seamless service delivery

North Sydney, Nsw, Au

• Led the development and alignment of the Workforce platform technology roadmap with NBN Co's business objectives• Collaborated with stakeholders across architecture, business process, and quality assurance to optimize platform performance• Managed risks and ensured successful delivery of platform releases, aligning with the broader IT strategy

North Sydney, Nsw, Au

• Led a multi-million dollar technical engagement for GIS/Spatial mapping software implementation across nbn's field workforce, delivering a mobile solution for enhanced operational efficiency

Global, Gb

* Lead global support services, driving operational efficiency and team performance.* Oversee 24/7 coverage, staffing strategies, and performance management.* Ensure timely resolution of incidents, escalations, and adherence to SLAs.* Implement process improvements to enhance service delivery and customer satisfaction.* Manage cross-functional projects and align support operations with business objectives.* Leverage data analysis to drive continuous improvement and service excellence.

Canberra, Au

London, Gb

COMPANY PROFILEMobileWorld Networks or Crazy Johns is a Mobile Virtual Network Enabler (MVNE) that supports a number of Mobile Virtual Network Operators (MVNO) who uses a comprehensive CRM system. Over the last two years the company has emerged from the Telstra business, developed its own marketplace and been taken over by Vodafone.POSITION PROFILEWorking within technical business solutions, I supported multiple external and internal MVNO's and internal MVNE users through the use of a comprehensive integrated Customer Relations Management (CRM) system. All customer actions or changes required by Crazy Johns and external MVNO's used this central CRM system and I provided support at a number of levels to anyone with a problem.In addition to this our team provides a proactive approach to improving the systems functionality.ResponsibilitiesAnalysing the production problems and proactively preventing them from happeningCoordinating incidence management, troubleshooting, resolution & follow upProviding multiple MVNO support for CRM operations according to agreed SLAsBilling, provisioning, CTI, Data Warehouse and payments gateway supportProviding technical support of all system interfaces to the CRM systemResponsible for CRM maintenance, support and test operationsEnsuring the completeness and accuracy of CRM system dataLiaison with development team coordinating deploymentsImplementing MVNE support components

London, Gb