- Oversee the operation of Production store systems, driving seamless stability and performance of all customer-facing applications in store- Lead a high-performing support team of Senior, Technical and Support Analysts, ensuring top-notch support and resolution- Partner with the Delivery Manager to maintain platform excellence, providing proactive support and expertise to drive continuous improvement - Successfully manage business-critical applications, delivering results in… Show more - Oversee the operation of Production store systems, driving seamless stability and performance of all customer-facing applications in store- Lead a high-performing support team of Senior, Technical and Support Analysts, ensuring top-notch support and resolution- Partner with the Delivery Manager to maintain platform excellence, providing proactive support and expertise to drive continuous improvement - Successfully manage business-critical applications, delivering results in high-pressure situations- Expertly support complex integrated applications, driving effective resolution and root cause analysis- Foster a skilled and motivated workforce through performance management, development, and coaching- Proactively identify and resolve major operational issues, ensuring timely and effective solutions- Implement preventive measures to minimise recurrence- Manage third-party vendor relationships, working closely with NCR to ensure alignment and success- Collaborate with NCR to deliver high-quality solutions, ensuring Coles' interests are represented- Foster a strong partnership, driving continuous improvement and mutual benefit- Support Coles Express transition to Viva Energy, ensuring minimal disruption and seamless integration- Facilitate monthly performance meetings with Viva Energy, addressing escalations and optimising performance- Approve timesheets and manage resourcing within budget constraints- Drive continuous improvement initiatives for applications and systems, enhancing efficiency and proactivity- Ensure seamless production implementation readiness through thorough change reviews- Support project estimations and planning, ensuring accurate resource allocation and timely delivery- Facilitate seamless handovers, guaranteeing complete knowledge transfer and setup for success- Successfully established a hypercare support team for the Coles loss prevention project Show less

- Led a skilled team of System/Network Engineers, Service Desk Analysts, and Security Operation Analysts, achieving exceptional service outcomes through coaching and effective leadership.- Established and maintained strong client relationships, assessing technology needs and conducting service meetings with prestigious clients such as Baker's Delight, ZEN Energy, Molino Cahill Lawyers, and others.- Successfully managed end-to-end projects, ensuring adherence to timelines and… Show more - Led a skilled team of System/Network Engineers, Service Desk Analysts, and Security Operation Analysts, achieving exceptional service outcomes through coaching and effective leadership.- Established and maintained strong client relationships, assessing technology needs and conducting service meetings with prestigious clients such as Baker's Delight, ZEN Energy, Molino Cahill Lawyers, and others.- Successfully managed end-to-end projects, ensuring adherence to timelines and budgets.- Spearheaded the creation of a new Security Operation Centre within the Service Desk, enhancing cybersecurity capabilities.- Accountable for developing and maintaining service level agreements (SLAs), overseeing incident management, and proactively addressing service underperformance.- Implemented streamlined support workflows, reducing overhead and providing comprehensive staff training for improved operational efficiency. Show less

- Led a dynamic team of Member Services Consultants within a contact centre, driving optimal customer service outcomes through strategic coaching, mentoring, and direct supervision of day-to-day activities.- Motivated the team to consistently surpass expectations, achieving outstanding results both at the individual and team levels.- Demonstrated efficiency in managing consultant resources, including roster coordination, leave administration, and workforce planning.- Conducted… Show more - Led a dynamic team of Member Services Consultants within a contact centre, driving optimal customer service outcomes through strategic coaching, mentoring, and direct supervision of day-to-day activities.- Motivated the team to consistently surpass expectations, achieving outstanding results both at the individual and team levels.- Demonstrated efficiency in managing consultant resources, including roster coordination, leave administration, and workforce planning.- Conducted regular 1:1 catch-up sessions and annual performance reviews, meticulously tracking and aligning goals and Key Performance Indicators (KPIs).- Expertly handled escalated calls, contributing to overall team success and ensuring exceptional service delivery. Show less

- Led a team of skilled Service Centre Analysts, providing expert coaching and direction for outstanding customer service outcomes.- Motivated the team to achieve exceptional results at both individual and team levels, delivering high-level customer service and technical support to a large government agency.- Efficiently managed Service Desk resources, overseeing roster, leave planning, and recruitment for optimal team efficiency.- Served as the primary escalation point for… Show more - Led a team of skilled Service Centre Analysts, providing expert coaching and direction for outstanding customer service outcomes.- Motivated the team to achieve exceptional results at both individual and team levels, delivering high-level customer service and technical support to a large government agency.- Efficiently managed Service Desk resources, overseeing roster, leave planning, and recruitment for optimal team efficiency.- Served as the primary escalation point for incidents, collaborating with internal groups and external customers for swift resolution.- Utilised troubleshooting tools for impeccable service availability, performance, and adherence to Service Level Agreements.- Acted as a critical interface between clients, vendors, and internal teams, expediting incident resolution and maintaining seamless communication.- Implemented Reward and Recognition programs, enhancing employee engagement and driving successful performance outcomes. Show less