Jodie W (She/Her) Email & Phone Number

With an industrial electrical background certifications including ITILv4 Foundation, Agile and Lean Six Sigma Yellow belt. Coupled with degrees in Law and Education, I excel in translating complex technical concepts into practical solutions that enhance operational efficiency and drive value. During tenure at the University of Adelaide, championed first contact resolution from 50% to 80% for the technology service desk, significantly improved IT security and efficiency by reducing local admin rights by 90%, implementing disk encryption for 8,000+ computers, and developed a strategy for managing computer hardware end-of-life, which is expected to save $1.8 million annually. Successfully planned the migration of 10,500 Windows computers to Windows 11, achieving 40% completion through routine maintenance.At ASG Group, devised the "Get to Green" service level plan, achieving a 99% response time SLA within 6 weeks and a 98% resolution time SLA within 4 months.At Westpac, implemented enhancements that reduced monthly contact volume by 55%, saving 15 FTEs, and improved customer satisfaction from 3.9 to 4.8 out of 5. Since 2010, I have worked in IT Service Delivery Management roles for technology, finance and higher education providers. I have more than 14 years’ of experience improving existing processes and systems using skills in conceptualising, reasoning, and interpretation in consideration of industry best practice.As a people leader, I lead an empowered and trusted environment within the team by setting clear expectations, and leading by example by using best practice to seek to improve service to achieve the required outcomes. I maintain great relationships, by continuously building upon my skills to manage and maintain strong working connections, by influencing with collaboration to overcome hurdles, and maintaining open lines of communication. My leadership style is to provide Protection, Direction and Stability for the team.Exceptional skills, knowledge and experience in interpreting contractual obligations, participating in contract negotiation, contract law, employment law, policies, and the Fair Work Act 2009 (Cth) demonstrated by graduating with a bachelor of laws in 2016.

Listed skills include Training, Program Management, Leadership, Management, and 16 others.

• Kaplan Australia

  Greater Adelaide Area

  Adelaide, Sa, Au