Harry Wallace Email & Phone Number

Mascot, New South Wales, Australia

Integrate the North West Rail Link timetable for the Customer Services Directorate by architecting the operational and infrastructure streams to de-risk, integrate and operationalise future timetables.Responsible for establishing a platform of cooperation and collaboration (within Sydney Trains and TfNSW) by building a formative relationship within a complex environment, focusing on common currency for greater synergy between both companies.

Campbelltown Cluster

Satisfying Sydney Trains' customer wants and needs earlier and with greater effectiveness.Working with local stakeholders (internal and external) to remove barriers, create synergy and consistency.Investing in our front line people and creating a culture of "can do" in terms of safety, provision of helpful information and cleanliness/aesthetics.

My main role is to deliver for the customer by combining process, systems and people. Accordingly, the challenges are to innovate in a large and geographically diverse area which is bounded by Lithgow – Auburn / Nth Strathfield / Waverton - Awaba.I currently lead and motivate a team of managers which are comprised of Business and Service Support Officers, Safety Facilitators, Station Operations Superintendents / Incident Response Officers and Senior Rostering Officers (14 direct reports).

This role required the day to day operational management, supervision and delivery of customer services, maintenance of safety for a medium group of employees (175) ranging from Customer Service Attendants, Sales Persons, Station Support Officers and Duty / Station Managers. Additionally to this I was responsible for project managing the 2009 station staff reform through out the North West, involving the integration of roles, new business practice within the new structure.The key accountabilities that were delivered were; Safety and Security, Incident Management, Customer Service Improvement, People/Human Resource Management, Industrial Relations, Financial & Business Delivery in terms of management reports and initiatives, management of budgets and operational plans, On time Running support, Information and Reporting management systems.

This role involved a high level of project, operational and change management skills. The outcome of this position was a fully integrated operation and prepared workforce to operate 5 sophisticated transport precincts, the main areas that I was responsible for were:• Preparation of a project plan, media management to operate the ECRL line;• Tracking and mitigating risks in all areas of the project;• Preparations of various papers for executive submission;• Preparation of Site Incident Response Plans and Operations Plans;• Preparation of Service Level Agreements and meeting Fire and Life safety requirements, process and procedure;• Validation and reconciliation of Safety Assurance as the discipline head;• Procurement of station operational needs and management of budgets; • Delivery of training needs in terms of risk based training needs analysis in all areas of operations;• Preparation and delivery of asset acceptance and defect management;• Integrating Security, Presentation Service Delivery and Asset Management within the ECRL;• Testing and validation of all equipment through combined, solo emergency and contingency mock ups.

Master'S Degree, Rail Operations, Distinction

Thesis in Passenger and Behavioural Modeling

Advanced Diploma Of Program Management, Program Management

Diploma In Management And Team Leadership, Business Administration And Management, General, Credit