Team Leadership: Led three teams - Support Services (4 engineers + 1 team leader), Workplace Engineering (3 engineers + 1 team leader), and Service Operations (3 team members).Support and Operations: Oversaw Level 1 and L1.5 support, including service desk and deskside support services.Workplace Engineering: Managed and maintained endpoints, meeting room/collaboration technology, and 15 corporate applications (e.g., M365, Confluence, Defender, AI/Copilot, Finance and Operations, Genesys Purecloud).Service Operations Management: Handles incident and major incident management, problem management, change and release, asset and investment management.Stakeholder Engagement: Engaged with business owners and vendors, managed CSIP, and oversaw roadmap and lifecycle management.Agile Methodology: Implemented Scrum/Agile methodologies focusing on value delivery, including core ceremonies like fortnightly sprints, daily standups, retrospectives, sprint planning, and showcases.Value Delivery and Optimization: Focused on delivering business value, optimizing spend, and mitigating tech debt and cybersecurity risks.Commercial Management: Accountable for the technology budget/forecast and invoicing non-people costs (approximately $25 million per annum).

Managed key functions in Technology Operations, including Service Desk, Application Support, Workplace Technology, and Site Services Support.Oversaw Incident, Problem, Service, Configuration, and Knowledge Management processes.Monitored and ensured compliance in service delivery.Acted as primary escalation point for major incidents.Empowered teams for delivery, risk, and issue management.Developed and maintained Service Catalogue and SLAs.Managed IT licensing, software, hardware assets, and vendor contracts.Provided governance and continuous service improvement.Supported projects, provided technical advice, and managed risks.

Team Leadership: Led a secondment team of 12 Service Delivery Managers (SDMs).Client Portfolio: Maintained and managed a client base of 19 customers.

Client Portfolio: Managed 15 diverse clients across various sizes and services, including AOG and corporate sectors.Performance Reporting: Oversaw SLA performance management and reporting to ensure contract adherence.Relationship Management: Built and maintained strong relationships, facilitating client satisfaction and retention.Sales and CSIP: Identified and capitalized on sales opportunities and continuous service improvement projects.Financial Oversight: Handled financial reporting and invoicing processes for client accounts.Incident Management: Led major incident management efforts to ensure rapid resolution and client communication.

Part of the squad to lead and deliver the successful onboarding of a fully outsourced customer including - ITSM Processes, Service Desk, Desktop/Workplace, Network, Infrastructure, Database, Application support, SOC/SIEM and InfoSec services.My function was the creation, development and implementation of ITIL v3 aligned ITSM processes - Incident Management, Major Incident Management, Request Fulfilment, Event Management, Change Management, Unified Service Management, SACM, Problem Management, Knowledge Management, CSIP Framework, Access Management.The business requirements of these processes were gathered via multiple customer facing sessions to understand their business and needs.Additionally lead and the successful onboarding of the Service Desk and Desktop support - 1200+ tickets per month, 500 users, 1500 managed endpoints. Including the implementation of self service and automated fulfilment (via Activate).

Outsource transition recovery for a large outsource partner (1800+ calls per month, 400+ managed sites, NaaS)Client relationship managementDesigned and implemented simplified reporting methods to accurately deliver 90+ SLA line item reportingFocus on Continual service Improvement and Problem ManagementMajor Incident Management across 50+ P1/P2’s per month.

Leading a dedicated team of 5 Service Desk analysts, 5 Desktop support engineers, and 7 Server Engineers, across L1/L2 and L3 support services for an enterprise sized outsource customer.Triaging over 1200 phone callers, and 2500 emails per monthResponding to 750+ incidents, 1500+ service requests and 1500 alerts per month number of Incidents and Requests per monthWith a customer satisfaction of 93% and above.Focus on high first contact resolution rate/shift left, process improvement, problem management, customer satisfaction and adherence to response/restore SLA’s.

This role involves picking up multiple responsibilities within the team. Working on documentation, process and service development as well as “1st Line” (and other lines of) support duties. Supporting a wide variety of bespoke applications (100+), across over 100 sites in 3 time zones (NZ & Aus). This also includes the standard support of windows Os’, Microsoft Office Suite, Networking issues, as well as a wide range of APN/Business specific bespoke application etc. Picking up extra responsibility for developing, standardizing and promoting new/ current processes and procedures.

Working on busy ICT Service Desk in a team of 10(Inc). Initially as “1st Line” support. Team responsible for 6000 users across 200 sites with 300+ inbound incidents per day, personally logging between 30 and 50. Emphasis on call quality, customer satisfaction, first time fix rates, meeting or exceeding K.P.I’s and working within ITIL framework. After 6 months in a 1st line support role, was promoted to 2nd line. This was earned by staying behind to learn extra tasks and knowledge (e.g. AD tasks), taking responsibility for supporting projects/device distribution (e.g. Lone Working Project, Sandisk Encrypted USB, Cryptocards). Liaising with other informatics dept.’s regarding team training/knowledge share and possible “Problems”. Personally contributed towards SDI (Service Desk Institute) accreditation (2 Star). This was in the capacity of preparing documentation, updating SOP’s, updating Knowledge Base etc. Main responsibilities consist of troubleshooting ICT issues either remotely, in person, via telephone or self-service, training and advising other Service Desk members in correct practice/work load management and advanced techniques, picking up and developing small projects, user account creation/management (AD & Groupwise). Helping other ICT Service Desk members widen their skills/knowledge and understanding. Working with an extremely diverse variety of software/programs & hardware.

Worked on multiple platforms within IT department. Multi tasked in help & support desk, project management, network maintenance, hardware management, programming (PHP, C++, VB), intranet and website development, backup processes, basic incident management.