Jason Cheeseman Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

- End-to-end global responsibility for new customer onboarding and support functions- Delivery strategy and execution supporting 800+ direct and channel partner customers across A/NZ, Asia and USA- Establishment of offshore Global Delivery Centre of Excellence in Manilla providing Servicedesk and Onboarding functions- Escalation role for all delivery functions and representation at client calls- Matured the Delivery Services function, introducing a deep customer centric focus- Led customer advocacy feedback and initiatives into DevOps, Product and Solution Architecture functions- Hands-On end-to-end management of high-impact incidents- Delivered digital innovation projects to provide customers with a range of self-service and interactive service assets- Development and execution of ongoing continuous improvement plans- Matured and streamlined customer onboarding processes to accelerate revenue and deliver a frictionless customer experience- People management, mentoring and & leadership of 20-strong global team located across five countries- Third Party vendor operations managementKEY ACHIEVEMENTS- Scaling up of delivery functions to deliver $40M revenue growth and 50% customer acquisition growth while reducing churn- Drive a customer centric culture with a highly engaged team. Engagement score improvement from 40 to 80+ in 18 months and employee retention at >95%.- Implemented customer self-service tools to increase case deflection rates and scale up delivery capabilities- Established NPS & CSAT programs to amplify the Voice of the Customer.- Improved CSAT to over 90% across both onboarding and support functions- Improved NPS from 19 to 40 and CSAT from 56 to 88 over two years.

Executive delivery management of cybersecurity services to 900+ enterprise and mid market clients via a Telecommunication channel partner. The security framework protects client on premises, cloud and hybrid cloud infrastructure.• Commercial and financial ownership including the successful negotiation of two contract extensions and account growth via increased scope• End to End delivery responsibility of managed firewall, IPS, HIPS and Incident Response services from a globally distributed 24x7 Security Operations Centre (North America, South America, Europe, India)• Delivery of services in both dedicated and virtualised device management environments eg. Cisco ASA, Juniper SRX/Netscreen and IBM Proventia GXS

Designed complex maintenance solutions to ensure client value across IBM, OEM and third-party maintainers. OEM vendors included Oracle, HP, IBM, EMC, Cisco, Apple, Dell and Lenovo.- Led a team of 10 Solution Design and Pricing Specialists - Developed new Juniper, Riverbed & Checkpoint offerings- Teamed with 20+ direct/digital sellers on compelling value, technical and commercial solutions- Innovative process improvement to reduce time-to-market for contract/solution packaging

Transition Manager and Delivery Executive for sale and support of Juniper networking equipment into Telstra worth $100M+, earning project ‘A’ ratings throughout transition and delivery.- Oversight of 30+ IT professionals delivering 24x7 maintenance/operational support of 1200+ Juniper service provider nodes which underpin enterprise and mid-market business services- Built, designed and hired the operational support team to deliver the scope of services- Successful win and integration of maintenance support for Telstra Managed Security Services infrastructure- Business management to ensure budget commitments and growth targets were met- Signed multi-year contract extension due to innovation, value and excellent client relationships

Management of OEM Resale business including sales management, business development, performance and compliance management- Consistently achieved all revenue targets totalling $90m annual revenue- Direct management of 15+ quoting, fulfilment and forecasting staff- Engagement with 50+ sellers across Australia and New Zealand- Relationship management with Strategic Alliance vendors and distributors including Cisco, Juniper, Checkpoint and Riverbed- Development of Contract and Solution packaging to sell value-added services- Business development through enabling and leveraging new paths to market for IBM Solutions

Bachelor'S Degree, Business Systems

Education record