I build robust and innovative operational processes which enable support teams to provide the best possible customer experience. This involves people, knowledge, tools, and teamwork. I find and eliminate waste and blockers, maximising operational efficiency. I build and continuously improve processes and procedures, catering to evolving customers’ needs.I have over 20 years’ experience working in Service Operations, primarily at the Service Desk level. My last role was with Telstra Purple - a group of diverse businesses providing technical support for network, cloud, security, collaboration, mobility, and software solutions.As Global Service Desk Manager, I led a team of twelve staff across Australia and the Philippines, providing the first contact point for our enterprise customers, supporting their business critical systems. Specialising in process design and optimisation, my key responsibility was to ensure that all support engagements were triaged, actioned, and escalated as quickly as possible.I worked closely with other teams involved in the service delivery lifecycle, including Engineers, Relationship Managers and Onboarding, to ensure the end-to-end interaction between the teams was as efficient as possible.Key highlights:• Expansion of our Service Desk team from 9-5 to full 24x7. This involved increasing the team size, rostering and people planning, and building robust support and escalation processes.• Managing our Service Desk team’s operational capability across multiple technology solutions and customer requirements, catering to standard and bespoke solutions, increasing our Service Desk ticket closure rate from 20% to 65% of all Managed Services tickets.• Building an operational support team to fulfil the internal administration & service onboarding function (later to become a full team on its own)• Providing key support to our Systems team during the transition of ITSM systems from ConnectWise to ServiceNow, including providing in-depth requirements analysis and extensive UAT testing, supporting our operational staff with writing a detailed user guide, providing end-user training, and customised building ServiceNow dashboards and reports.• Establishing a Major Incident Management process which enabled the fast and accurate escalation of P1s 24x7, including ticket management across multiple systems and to diverse resolver teams.• Build relationships with key stakeholders across Telstra Purple and Telstra Enterprise, focusing on getting teams to work together and bridging gaps of working styles and cultures.