Glenn Neyland Email & Phone Number

Melbourne, Victoria, Australia

Passionate senior customer success professional with significant knowledge and expertise across the entire spectrum of IT and professional services delivery. My 30 years’ experience in operational, customer service and account management roles has seen me develop a strong focus on ‘making a difference’ by improving business process and building best-in-class customer service teams.

Melbourne, Victoria, Australia

My aim and focus as a Senior Customer Engagement Manager is to assist our customers to improve their business though the use of technology, with ongoing consideration to the quality, consistency, efficiency, and continuous improvement.My interactions are customer focused, building trusted relationships that allow myself and Byte to work as true partners when building strategies and road-maps that will assist their business priorities.

Melbourne, Australia

Byte was founded in 1993 and it has grown organically into the professional and dynamic IT Services organisation that it is today. We are focused on driving tangible business benefits with a strong mix of strategic planning, systematic action and a deep understanding of customer requirements. Byte has handpicked and carefully selected its talented and committed staff, whom are dedicated professionals with strong business acumen and a passion for excellence. The result is an organisation that prides itself in achieving customer advocacy (customer satisfaction rating of 8+ out of 10) as key performance indicator.

Melbourne, Australia

HP provides services for a number of significant organisations globally. Services include Hosting, IT Support, and Project Delivery.Provided program leadership for key HP accounts.• Establishment of PMO for key manufacturing and packaging company• Directed the Transformation program for a key mining company

In support of the Racing Calendar, Tabcorp Wagering runs a number of projects to bring new and enhanced products to their customers in line with the Spring and Autumn Racing carnivals.Provide program leadership for a number of Tabcorp Wagering initiatives. Includes core wagering systems, internet platforms and media outlets.• Delivery of major packages for Wagering, including the Autumn Carnival 2010 release.• Managed the allocation of team members to portfolio areas in line with the staff needs and group needs as a part of a major portfolio split.• Worked as part of a team to ensure coverage for the absence of a full time Product Delivery manager.

BackgroundFollowing a restructure of the IT teams at PricewaterhouseCoopers, this role was created to strengthen the relationship between the business units of PricewaterhouseCoopers and the internal IT group.; To develop and strengthen relationships between the business units of PricewaterhouseCoopers and the internal IT team of 200+Major business achievements Program managed the selection and implementation of a centralised software solution for income tax preparation and lodgement for 600+ users.Strengthened the relationship between the IT team and the business by being invited to be a member of the leadership team for the Tax & Legal practiceDesigned and implemented a revised internal chargeback system for the usage of internal IT systems by the business unitsDirected all the IT projects associated with a number of divestments and acquisitions made by PricewaterhouseCoopersBuilt, maintained and strengthened relationships with key vendors, whilst achieving strong commercial terms for PricewaterhouseCoopers.Major organisational achievements Facilitated the development and implementation of consulting as a key method for delivering the highest value to our internal clients in the business units

An IT group created to review, select and implement IT products required by the business units of PricewaterhouseCoopers. The existing portfolio of products numbered in excess of 150, for 5000 users. The group contained a mix of product managers, project managers, business analysts, IT consultants and IT support staff.; Provide leadership for a group of IT professionals covering a range of disciplines and geographic locations.

Background The nature of Tattersall's business dictated the need for robust and well rehearsed disaster recovery plans. The company had a history of partial plans and testing that required transformation.Responsibilities Reporting to the General Manager Technology on the preparedness of the IT teams to respond to a disaster.Major business achievements Instigated a complete review of the production environment, identifying critical systems required for effective disaster recovery. Result of review was the acquisition and implementation of disaster recovery systems for the Gaming and Lottery divisions.Successfully project managed all aspects of the first full disaster recovery test for the Gaming and Lottery systems. This included procedure development, planning, staff training and business stakeholder management.In response to the need to replace the existing Halon fire suppressions systems, selected and implemented new fire suppression systems for the production and disaster recovery data environments.

New position created to support the Computer Operations Manager in the deployment of new systems and the management of the operations of multiple data centres.

Commenced as trainee computer operator obtaining rapid promotions to lead shifts in a highly time critical IT environment.

First career after finishing high school. Progressing to the rank of Corporal and my first leadership position as a detachment commander.