Responsible for the global Fonterra IT operational services, including all IT technology roadmaps, investment and support, application maintenance / support and Service Management. Contract and relationship owner of all Fonterra Tier 1 operational service providers including HP, Spark, Datacom, IBM, and HCL. Budget and cost centre owner for IT support annual operational expenditure and Technology capital project related investment.

Responsible for global IT infrastructure including financial management, technical delivery, operations and technology roadmap ownership. Relationship owner for all of Fonterra's Tier-1 IT infrastructure suppliers, including HP, Spark, Datacom, IBM, Microsoft. Global responsibility for IS incident and problem management. Budget and cost centre owner for $100+ million of annual OPEX spend and Capital project related investment.

Responsible for global IT infrastructure, including Data Centres, Global WAN, LAN and wireless Networks, Voice, Desktop, printing etc, including financial, technical and roadmap ownership. Managed the EDS Outsource relationship.

Responsible for the global Network business including the financial, operational, and commercial functions. Responsible for ensuring service excellence in the delivery of services in accordance with contractual commitments, including the achievement of SLA performance and within agreed financial targets.

Accountabilities• Service Excellence across Data Centre & Distributed systems• Ensure delivery of contracted services to the client• Identify and implement strategies for ongoing improvement in service excellence• Build & maintain relationships with key customer contacts• Issue Management and resolution with client and delivery teams, driving effective and efficient fault resolution• Subject Matter Expert for delivery escalations relating to the recently implemented Facilities Management contract.

Accountabilities• Ensure delivery of contracted services to the client.• Identify and implement strategies for on-going improvement in service excellence.• Build & maintain relationships with key customer contacts.• Issue Management/resolution with client and delivery teams, driving effective and efficient fault resolution.• Identify opportunities for growth for EDS within Telecom account.

Accountabilities• Ensure delivery of contracted services to the client• Identify and implement strategies for on-going improvement in service excellence.• Build & maintain relationships with key customer contacts.• Issue Management/resolution with client and delivery teams, driving effective and efficient fault resolution.• Customer communication.• Meet and exceed customer delivery expectations.

Accountabilities• Staff management responsibilities (30 staff) • Responsible for financial performance of an $8 million dollar per annum business. • Manage costs including capital expenditure, inventory and resources.• Investment and business growth.• Input in to planning, pricing and proposal documentation.• Monthly Key Performance indicator reporting to Senior Management.• Review and renegotiate Service contracts and Service Level Agreements with Account Managers and Clients.• Set and Document technical work standards and methodology standards.• Day to day consultation and liaison with Clients, Suppliers and work colleagues.• Ensure, maintain and improve on service quality.• Participate in dispute resolution.

Accountabilities• Resource management - Efficient management of daily resourcing requirements and utilisation of technical resource (23 technical staff).• Inventory Management - Accurate hardware inventory management. • Supplier Management - Supplier liaison, pricing, purchasing and performance management.• Customer management - First point of contact for service issues and escalations.• Financial management - Assisting in the achievement of department’s budgetary targets.• Ensuring accurate help desk recording of case progress with required technical resolution details.• Billing management – Ensure that the department billing was timely and accurate and that all work was recorded and billed.