Grant Hume Email & Phone Number

Auckland, Nz

Auckland, New Zealand

As an Integration and Connectivity Manager, I provide expert technical support to a diverse portfolio of Business & Corporate clients, ensuring seamless and efficient integration solutions. My responsibilities include leading implementation projects, managing complex technical issues, and ensuring compliance with industry standards. I drive continuous improvement, uphold the security and integrity of our systems, and monitor performance to ensure optimal operation.I collaborate closely with clients to define project scope, solutions, and timelines, and I oversee the QA environment setup, analyze test results, and support end-to-end testing. Additionally, I provide training and guidance on various platforms and systems, staying ahead of the latest trends in integration and connectivity.With a deep understanding of client and bank file formats, enables me to effectively manage stakeholders and deliver on objectives, while maintaining high customer satisfaction and fostering a culture of continuous improvement. I create tailored technical solutions for commercial and corporate connectivity challenges.

Auckland, New Zealand

As a Senior Product Delivery Manager, I oversaw the management of a significant product or portfolio of products at clients, with a focus on optimizing revenue and growth through Partnerships. My primary responsibility is to serve as the central point of contact for clients, facilitating seamless communication and ensuring their satisfaction with our delivered services. This pivotal role entails ensuring the timely delivery of all contracted services to clients, adhering closely to contractual agreements.As a Senior, a focus was to provide comprehensive support and guidance to other Product Delivery Managers, enabling them to effectively oversee all aspects of their services. This encompasses service management, incident, change and project management, continual service improvement, and ensuring customer satisfaction. Thus, enabling the wider team to guarantee the highest standard of delivery across the board.

Auckland, New Zealand

The Product Delivery Manager role is to ensure that all contracted services are delivered to clients in accordance with contracts. The role provides a single point of contact for clients in relation to the provision of contracted services and is responsible for aligning the customers' requirements and expectations with Datacom's service levels. The key responsibility of the Product Delivery Manager is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery across application management and delivery.

Auckland, New Zealand

As the Client Delivery Manager (SDM) I acted as the interface between Customer, & Service Delivery teams, a Customer Advocate from a delivery perspective and an internal voice of Operations. The aim was to ensure customer satisfaction and retention through the successful delivery of opportunities, service level management, relationship and contract management, with keeping the business informed of all services opportunities and risks arising from within managed annuity accounts.This role focused on Service Level Management, Client Relationship Management, and Contract Management, with a focus on ensuring operational excellence, meeting SLA targets, and fostering strong client relationships. Skills in assisting with Strategic Services Sales, bid management, proposal creation, and customer reporting. Proven ability to collaborate with internal teams for seamless delivery and continuous improvement in operational support.

Auckland, New Zealand

- My role as Service Delivery Manager served as a Support Account Manager for all Key Accounts for the business. Acting as a Subject matter expert in all support processes, tools and methodologies we currently adhere to to provide the best service possible. Always pursuing improvements in service delivery.- Holding my teams to a high standard of performing with adherence to Policies, Procedures and Compliance at all times. This was measured and reported on in an internal monthly report to the business stakeholders.- Maintaining key client relations was achieved by Proving Monthly Reporting to Customers and Participant in customer review meetings, ensuring the business maintains a high performing SLA for its customers. Stepping in to resolve disputes and work to resolving all issues for the business, being available 24x7 via phone or email for escalations requiring urgent attention.- My leadership and development of the teams have been unquestioned with managing all support and provisioning teams globally (NZ/AU/US/UK) for Windcave, roughly 60+ headcount. Over my time in the role the teams have successfully grown with a healthy culture in them seeing many being internally promoted into more senior positions in the business.- Project management with Terminal deployments for new customers, Managed firmware deployments across Fleet as well as specific customer deployments. Working with the various teams for our Clients to facilitate dev/test environment testing for validation and production deployment planning for seamless deployment and ensuring our internal teams have implemented as required.- Instrumental in building and providing reporting and analysis for the business and being able to identify problem areas from this.- Windcave Limited was previously known as Payment Express and changed its brand as of July 2019.

Auckland, New Zealand

- My role is one of Support of the Airlines Payment Systems. This includes Credit Card via our CCPCI system, Internet Banking payments and Inflight Entertainment System (IFE) Transactions to and from the aircraft. Providing 24x7 support in an on-call capacity.- Ensure that the Airlines Systems are PCI compliant at all times. - Stakeholder Management to understand the business requirements and been able to assist with these via application enhancements or process improvements.- Providing a steady stream of development and prioritization for fixes and enhancements to ensure the businesses application requirements are met.- Maintain Vendor support relationships with Direct Payment Solutions, Continuum, Centricom, SOFORT, China Union Pay, AliPay, IBM, OSS and Panasonic Aviation’s Systems.- Construction of meaningful support dashboards for reporting and monitoring.- Successfully established and managed a new On-Call Support Team and procedures the team followed.

Auckland, New Zealand

- My role was primarily focused on the Reservations Contact Centre/Direct Sales Channels which included support of the Reservations IVR, Flight Information IVR, Baggage Tracing Unit IVR, Call Recording and Workforce Management (WFM) Systems. - Holiday Stores for IT, Network and Telephony issues. - Integration, Packaging and Deployment of applications. - On-Call for the Online Team.- With Management of Domains, Security certificates and DNS. - Production Support Post Go Live for ePass (RFID), mPass (Mobile phone Application) and the Lounge Access Application. - Support of Microsoft Dynamic CRM from Proof of Concept CRM Solutions in Corporate Services and Valet Parking.

Auckland, New Zealand

- My role was that of a SPOC (Single Point Of Contact) for all IT related Severity 1 and 2 issues. As well as doing the same role as all the other Service Desk members.