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Jack Airey is listed as Customer-focussed Service Delivery & Operations Management | Innovative Approaches to Problem Solving | Driving Operational Excellence & Efficiency | Process Optimisation & Enhancing Customer Satisfaction at Tesserent | Cyber Solutions by Thales, a with 16 employees, based in Greater Melbourne Area, Australia. AeroLeads shows a matched LinkedIn profile for Jack Airey.
Jack Airey previously worked as Senior Service Delivery Manager at Tesserent | Cyber Solutions By Thales and Service Operations Manager at Tickbox. Jack Airey holds Diploma Of Leadership & Management, Organizational Leadership from Swinburne University Of Technology.
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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.
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Melbourne, Victoria, Australia
As part of our Service Delivery team at Tesserent, I ensure we deliver our full-service cybersecurity solutions to our clients across Australia and New Zealand in the protection of their digital assets.
Melbourne, Victoria, Australia
Management of our support lifecycle from opportunity and proposal, onboarding and project delivery, to delivering the highest quality first line of response and resolution for our customers, focusing on delivery excellence, systems thinking, process management and data-driven continuous improvement to service operations, with specific responsibilities including:• Implementing a new ITSM ticketing system.• Drive customer satisfaction through efficient, high quality service… Show more Management of our support lifecycle from opportunity and proposal, onboarding and project delivery, to delivering the highest quality first line of response and resolution for our customers, focusing on delivery excellence, systems thinking, process management and data-driven continuous improvement to service operations, with specific responsibilities including:• Implementing a new ITSM ticketing system.• Drive customer satisfaction through efficient, high quality service interactions.• Lead the planning and delivery of the service improvement and technology program.• Drive continuous improvement of service delivery. Show less
Melbourne, Australia
Telstra Purple launched in 2019 as the largest Australian-owned team of technology services professionals – 1500 experts across four countries specialising in network, cloud, security, collaboration, mobility, software, data analytics, and design. Kloud Solutions was acquired by Telstra and became a fundamental part of Telstra Purple's cloud services.As the Global Service Desk Manager, I was responsible for the leadership, development and management of our Technical Service Desk team… Show more Telstra Purple launched in 2019 as the largest Australian-owned team of technology services professionals – 1500 experts across four countries specialising in network, cloud, security, collaboration, mobility, software, data analytics, and design. Kloud Solutions was acquired by Telstra and became a fundamental part of Telstra Purple's cloud services.As the Global Service Desk Manager, I was responsible for the leadership, development and management of our Technical Service Desk team, in Australia and the Philippines.Responsible for our Technical Service Desk operations, ensuring the efficient triage, fulfilment and/or escalation of alarms, incidents and service requests. Working closely with other areas of the Managed Service business, including Engineers and Service Delivery Management, to ensure a seamless end-to-end support process. Pro-actively develop a framework for continuous improvement. Working with the Leadership Team to ensure smooth operations across Managed Services. Show less
Melbourne, Australia
Promoted to the Global Service Desk Manager role, expanding my responsibility for the leadership, development and expansion of our Technical Service Desk team, in both Australia and the Philippines.Responsible for our Technical Service Desk operations, ensuring the efficient triage, fulfilment and/or escalation of alarms, incidents and service requests. Working closely with other areas of the Managed Service business, including Engineers and Service Delivery Management, to ensure a… Show more Promoted to the Global Service Desk Manager role, expanding my responsibility for the leadership, development and expansion of our Technical Service Desk team, in both Australia and the Philippines.Responsible for our Technical Service Desk operations, ensuring the efficient triage, fulfilment and/or escalation of alarms, incidents and service requests. Working closely with other areas of the Managed Service business, including Engineers and Service Delivery Management, to ensure a seamless end-to-end support process. Pro-actively develop a framework for continuous improvement. Working with the Leadership Team to ensure smooth operations across Managed Services. Show less
Melbourne, Australia
Promoted to the National Service Delivery Coordinator role, taking responsibility for the leadership, development and expansion of our Technical Service Desk team in Australia.Responsible for our Technical Service Desk operations, ensuring the efficient triage, fulfilment and/or escalation of alarms, incidents and service requests. Working closely with other areas of the Managed Service business, including Engineers and Service Delivery Management, to ensure a seamless end-to-end… Show more Promoted to the National Service Delivery Coordinator role, taking responsibility for the leadership, development and expansion of our Technical Service Desk team in Australia.Responsible for our Technical Service Desk operations, ensuring the efficient triage, fulfilment and/or escalation of alarms, incidents and service requests. Working closely with other areas of the Managed Service business, including Engineers and Service Delivery Management, to ensure a seamless end-to-end support process. Pro-actively develop a framework for continuous improvement. Working with the Leadership Team to ensure smooth operations across Managed Services. Show less
Melbourne, Australia
I'm a member of the Managed Services team at Kloud Solutions, providing Technical Support for enterprise and government customers.Kloud Managed Services was created to provide our customers with peace of mind and assistance in exploiting the ongoing value of Cloud oriented technology solutions. Everything we do is focused on providing real business benefit to our Managed Services clients by improving reliability, performance and proactively recommending enhancements to existing systems.
Camberwell, Victoria
Provide global technical application support to customers, partners and staff across multiple time-zones.Manage end-to-end software implementation projects (Client-Server-DBMS software architecture) - including; pre-sales demonstrations to customer stakeholders, project scoping and requirements analysis, solution design and customisation, software deployment, technical and user training design and delivery, and post-sales/BAU support.
Audio and video conference technical support, onsite issue resolution, system integration, pre-sales analysis, conference management, desktop support.
Melbourne, Victoria, Australia
As the Response Centre Coordinator, I was the primary contact point for customers needing technical support. Managing all external and internal customer engagements, I ensured that Incidents were efficiently triaged and assigned to the appropriate support group, carrying out high priority escalations as required. As a Newpay Support Consultant, I worked as a key member of the Payroll Support team, providing timely and effective customer support to ensure that payrolls were processed on time.
Other employees you can reach at tesserent.com. View company contacts for 16 employees →
Amin Moralic
Colleague at Tesserent | Cyber Solutions By ThalesMelbourne, Victoria, Australia
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Julian Muñoz
Colleague at Tesserent | Cyber Solutions By ThalesArgentina
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Troy Tanos
Colleague at Tesserent | Cyber Solutions By ThalesMelbourne, Victoria, Australia
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Nik Morales
Colleague at Tesserent | Cyber Solutions By ThalesChristchurch, Canterbury, New Zealand
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Aaron Chan
Colleague at Tesserent | Cyber Solutions By ThalesGreater Sydney Area, Australia
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Jamil Taouk
Colleague at Tesserent | Cyber Solutions By ThalesGreater Melbourne Area, Australia
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Marshall Musadeq
Colleague at Tesserent | Cyber Solutions By ThalesGreater Melbourne Area, Australia
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Bryan B.
Colleague at Tesserent | Cyber Solutions By ThalesSydney, New South Wales, Australia
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Kamran Shah
Colleague at Tesserent | Cyber Solutions By ThalesAustralia
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Sonika Vashishta
Colleague at Tesserent | Cyber Solutions By ThalesMelbourne, Victoria, Australia
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Quick answers generated from the profile data available on this page.
Jack Airey works for Tesserent | Cyber Solutions by Thales.
Jack Airey is listed as Customer-focussed Service Delivery & Operations Management | Innovative Approaches to Problem Solving | Driving Operational Excellence & Efficiency | Process Optimisation & Enhancing Customer Satisfaction at Tesserent | Cyber Solutions by Thales.
Jack Airey is based in Greater Melbourne Area, Australia while working with Tesserent | Cyber Solutions by Thales.
Jack Airey has worked for Tesserent | Cyber Solutions By Thales, Tickbox, Telstra Purple, Kloud Solutions, and Panviva Pty Ltd..
Jack Airey's colleagues at Tesserent | Cyber Solutions by Thales include Amin Moralic, Julian Muñoz, Troy Tanos, Nik Morales, and Aaron Chan.
You can use AeroLeads to view verified contact signals for Jack Airey at Tesserent | Cyber Solutions by Thales, including work email, phone, and LinkedIn data when available.
Jack Airey holds Diploma Of Leadership & Management, Organizational Leadership from Swinburne University Of Technology.
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