Joel Keyes Email & Phone Number

Sydney, Australia

Manage the operational delivery outcomes of the Hosting-Compute Services portfolio of business critical infrastructure services. End-to-end operational delivery management, people management, SLA/OLA compliance tracking, reporting and management, ITIL disciplines, Stakeholder relationship management, operational service life-cycle management, continuous service improvement, service integration, governance/quality control, Risk management, project consultancy and onboarding and transitioning of services.

Sydney, Australia

Single point of accountability with management and financial oversight for delivery of services aspects to large client. During time in the role I drove offshoring of support resources for revenue generation. Managed escalations for service and operational issues. Developed and maintained effective long term relationships with all levels of the organisation. I implemented many operational efficiencies to improve customer experience and remove cost from business. Acted as the primary contact for the run/operations business across functional areas for the client. I was responsible for adherence to capability standards, metrics, risk and compliance. I ensured that all standards and metrics were met for the capabilities through appropriate reporting. Provided account specific direction to the Sub-Capability Managers on issues / improvements for the benefit of the client.

Sydney, Australia

Owned end to end delivery and managed teams supporting midrange infrastructure for all accounts based in the south pacific region. Drive local and geographically dispersed teams to successful outcomes. People care for managers and individuals. Responsible for management of multiple cost centres and driving improvements in cost dispersal. Own and plan midrange opex and capex budgets for the region. Established and governed programs to manage costs and staffing levels throughout the region. Escalation point for issues with technical teams and services being delivered through the capability. Accountable for provision of service within all accounts including meeting SLA/KPIs, resource profiles, standards and best practices, incident, resolution and problem management and process improvement.

Sydney, Australia

Accountable for the management and delivery of Unix based services to local accounts. Directly managed four teams and provided people care for 60 staff located in NSW. Developed and implemented innovative solutions to improve efficiencies and reduce spend within the region. Performed analysis and brought teams in line with global standards for staffing, support process and tools implementation. Established and governed global communication streams to allow improved ability to leverage resources of large organisation. Accountable for provision of service within all accounts including meeting SLA/KPIs, resource profiles, standards and best practices, incident, resolution and problem management and process improvement.

Sydney, Australia

Managed team of technical resources involved wintel/unix/middleware support of server fleet providing bigpond.com. Managed the growth of the web servers through addition of hundreds of servers. Initiated recruitment and process improvements to manage larger environment. I was escalation resource and whilst in the role participated in development of innovative IT solutions that contributed to the more than doubling the customer base during that period. Accountable for provision of service within all accounts including meeting SLA/KPIs, resource profiles, standards and best practices, incident, resolution and problem management and process improvement.

Sydney, Australia