John Haynes Email & Phone Number

Perth, Western Australia, Australia

East Perth

Perth, Australia

Perth, Australia

Perth, Australia

• Responsible for the creation of long term partnerships with customers to engender ongoing business and management relationships. Proactive management of customer satisfactionAchievements included:
• Resolved a client’s critical priority external audit item with the usage of SAP GRC solution
• Advised a client with a Change and Release & Deployment Management process reimplementation
• Organised a technology agnostic business health check to assist with development of a client’s IT strategy
• Completed a transition-to-steady-state for a new managed services client within 3 months with offshore support team
• Contributing stakeholder for implementing ITSM best practice principles to internal offshoring project

• Accountable for the delivery of Service Desk and Desktop Support Services to the CBH Group.Responsible for operational governance over CBH’s outsourced SAP and Contractor Safety Platform service providers, performing.
• Leveraging the performance management process in the development of team members to ensure engagement, succession, and business continuity.
• Gradually implemented Continuous Improvement/Lean concepts, based on prior experience with this methodology at Rio Tinto.
• Re-engineered CBH’s core IT Service Management processes based on ITIL 2011 to support an upcoming IT Service Management toolset replacement project.
• Safety Star Award in June 2013
• IT Service Desk team - Values Champion Award (July 2014)

• This role was introduced to drive improved performance across internal resolver groups and to develop a seamless service model across all levels of IT service delivery.
• Within 3 months open support call volumes were reduced by 70%. This reduction was sustained.
• Re-established the Problem Management process, resulting in a measurable reduction in interruptions to services.
• Developed and improved processes and procedures as part of a team working on an ongoing Service Improvement Program.

Perth, Australia

• Executed two roles during a time of business transformation at Rio Tinto. Achievements included:
• Involvement of global stakeholders
• Heightened project pipeline visibility
• Contribution to improve performance metrics
• Improved service delivery from day 1 for new services

• The main goal of this role was to detail the Service Desk methodology in order to standardise work practices across all RTSS IT Service Desk hubs.While this was occurring, I would also consult on or drive other.
• Defined and documented Service Desk operating processes – Service Desk Manual - Based on ITIL and Lean (Continuous Improvement) methodologies
• Creation and implementation of job aids such as procedures and work instructions as appropriate to facilitate standardised work supported by Service Desk officer KPIs
• Defined other supporting processes including a Service Transition process and procedure for the acceptance of new services or systems into production

Role transferred between business units as part of an organisational restructure.

• The role was responsible for the day-to-day management of global service desk operations. Achievements included:
• Formalised the global Incident and Problem Management processes for Rio Tinto IS&T.
• Represented IS&T in global Sarbanes-Oxley external audit – no process defects identified.
• Formalised several supporting processes including Root Cause Analysis Reports and Incident Review Summaries.
• Devised and formalised the process for Accountability Quality Reviews – an initiative to improve service quality with supplier groups and customer involvement.

Itil 4 Managing Professional

Itil Expert

Diploma Of Management

Cert Iv, Frontline Management

Six Sigma Yellow Belt Certified (Ssybc)™

Professional Scrum Master I

Uipath Automation Business Analyst, Robotic Process Automation