Grace Smith Email & Phone Number

Perth, Western Australia, Australia

Providing thought leadership, coaching, mentoring, and training at an enterprise level to enhance agility and ways of working. Collaborating with bank leadership to improve performance by identifying, validating, and implementing improvement opportunities, which helps deliver exceptional outcomes for our customers and business.

Perth, Western Australia, Australia

Providing guidance to teams, and leadership around "just enough" agility and good practice, increasing maturing across the teams. Supporting them through identifying, validating and implementing improvement opportunities in the ways of working. Coaching operational teams helping them adapt the frameworks to suit the reactive way that they work, applying just enough planning to enable them to link back to the organizational cadence

Perth, Western Australia, Australia

Working at Bankwest as Scrum Master for multiple teams, providing support, and assisting the teams that I work closely with by• Improving engagement process, by reducing the noise of multiple engagement channels to protect the teams and allow them to focus on the work.• Coach the teams and squads that I work with, in Bankwest Blaze, Scrum and Kanban, encouraging them explore new ways of working• Assist in resolving blockers for the teams , through escalation, coaching, external team engagement and providing guidance to allow the team to self manage where possible• Retrospectives to allow the teams to inspect and adapt based on the lesson gained during the last planning cycle. • Hit squads, assisting with unpacking of problems, to allow for cross team solutions to be provided. Involving squads, tribes and chapters. Providing scrum master capability as the solutions are implemented from technical, process and people perspectives• Improving cross team / tribe engagement for Mainframe. Improving the visibility and perception of the technology and team• Providing coaching on Kanban to different teams and scrum masters within the bank• Facilitation of workshops as required, to assist with the gathering of idea, and plans for delivery of initiatives

Perth, Australia

The RAC is a motoring club and mutual organisation, offering motoring services and advice, insurance, travel services, finance and exclusive benefits for their members.As Service Transition Lead, I was responsible for developing the service transition process and the associated artifacts to improve the consistency in the hand over experience from projects. Key Accomplishments: - Developed and provided training to the delivery teams from Group IT and RAC Insurance IT, to provide clear guidance on service transition requirements.- Reviewed lessons learned, and feedback from stakeholders to identify improvements. Enabling efficiencies, streamlining of the process to improve engagement from project teams and keep the process relevant to IT and business needs.- Developed and managed relationships across the RAC businesses to ensure that service transition requirements were built into business-driven projects.- Assisted with the identification of training and communications requirements - Working with different process owners and teams around process synergies, with the aim to finesse the service transition requirements. Focusing on capturing what projects had changed and removing the need to re document the norm

Perth, Australia

- Help with the development and delivery of the Service Catalogue, and the resulting KPI’s and reports, between ICT and the RAC Business divisions. Proving training to the ICT teams to assist the implementation of logging against the new service catalogue.- Development of reporting templates to assist in the management of Service Delivery targets- Involvement in process improvement relating to Service Management- Training of new ICT employee about the Change process and provide regular workshop with ICT and the business to help promote Change Management and gain feedback on process improvements.- Development of plans for complex changes involving multiple team- Chair the Change Advisory Board meetings- Develop and manage relationships across the RAC businesses to ensure that changes made to the RAC environments are scheduled, communicated and completed with minimal unexpected disruption to the different business divisions.- Evaluation of the change management processes and procedures, identifying improvements to ensure the process continued to run efficiently and meet best practice guidelines- Assessment of all major changes, evaluating risks to integrity of infrastructure and the RAC business, and assuring that authority for those changes, both business and technical was received

Sydney, Australia

Sydney, Australia

• Single point of contact for clients, managing escalation of issues, ensuring customer requirements are met within SLA• Review of Change process, ensuring that changes were implemented correctly with minimum negative impact to the clients end users. • Creation and management of service schedules and contract reviews. • Working closely with Clients to deliver proactive proposals that add value to the clients business• Develop and maintain customer intimacy strategies• Identify, qualify and implement improvements to the service model (people, process, technology)

Sydney, Australia

Development and implementation of a Priority 1 control system, to allow for improved management of incidents across six national and international customers within Datacom Systems NSW.Also• Prioritization of customer and business demands to ensure availability of services to Datacom Customers.• Working closely with all teams involved in Change Management, tasks involving reviewing changes, Change Advisory Board meetings, change approval and end user communications.• Work closely with other areas of Datacom Systems to ensure successful implementation of services• Liaison and coordination of third party suppliers• Development and improvement of tools used for the service desk

Bracknell, United Kingdom

Successfully analysing the Spares Delivery Service to Hutchison 3G and implementing improvements to optimize the national service. Involving root cause analysis, process and logistical changes, system redesign and implementation and improving the current customer perception of the service. The changes to the service improved the delivery performance from 73% delivery success to 98%Also• Regular liaison with internal and external suppliers to ensure that any service issues are dealt with effectively and proactively• Representing the customer to ensure that their requests, views and queries are managed appropriately• Management of spares levels, involving dimensioning, investigation of card use, and regular audits of stock held by the customer• Regular liaison with suppliers to ensure that spare parts are readily available to meet SLAs, and identifying new spares requirements for system modifications and new equipment roll outs.

Bracknell, United Kingdom

Formation of the Support Services Desk for Siemens Communications Mobile Networks UK. This involved the design and implementation of the trouble ticketing system, staff recruitment, training and development of operating procedures for the support of the Hutchison 3G rollout. Also • Development and implementation of new processes to improve service provision• Work closely with other areas of the department to ensure successful rollout of new services• Management of retrofit activities • Liaison and coordination of third party suppliers• Management of tools and test equipment for the service department• Responding to RFQs for managed services

London, United Kingdom