Provide management and information technology consulting services to Maven's clients.Currently in progress:- Co-designing change governance and delivery methods and practices that enable effective and successful delivery, provide useful insights and analytics, that inform good governance and decisions.- Improving service management capability to improve service effectiveness and customer satisfaction.- Reviewing progress and effectiveness on a major multi-year programme to provide Executives with assurance, comfort and advice on how to keep the programme delivery on track.Work recently completed:- Reviewed current state of IT service management capability, defined the vision for the future, identified gaps, agreed priorities for filling them, and developed a roadmap to deliver the future state.- Reviewed and facilitated the team to redesign and implement new agile ways of working on business development projects at a Crown Research Institute to enable them to improve team collaboration, increase speed of delivery and improve effectiveness of decisions.- Reviewed, analyzed and facilitated the collaborative design and implementation of improvements to the information security guidelines and guidance for implementing good practice within NZ Government agencies.- Facilitated the collaborative redesign of a new operating model for a business unit of about 100 staff within a government department and supported the consultation and business change management.- Established organisational capability in business process redesign and process optimisation in a large non-profit organisation.- Reviewed and defined a future state road map to improve in project management practices and capability for a independent Crown entity.- Redesigned processes and organisation, and systems improvements to support continuous improvement in ICT services and support in an international professional body and education organisation.

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Provide information technology and management consulting advice and services to clients. Sub-contracted to Maven.

Through Maven, I worked with ICT staff to re-design, implement and mature their policies, processes, systems and services. Key accomplishments were:- reviewed the current state and prepared an improvement road map.- recommended changes to the services and operating model and defined new job descriptions and objectives.- supported the recruitment, selection, training, and development of Service Delivery staff. - designed and implemented processes for Incident, Request Fulfilment, Change Management, and Asset Management processes.- designed processes for Problem Management, Configuration Management, Release Management.- established framework for managing and improving processes.- established process performance metrics, reporting and regular reviews and assessment to improve process performance, efficiency and adherence.- developed standardised core support knowledge articles for most frequent support requests.- managed the upgrade of their service management tool (BMC Footprints) to latest release and developed and implemented 4 minor enhancement releases to align processes and tool functions including CMDB for a subset of desktop, mobile, certificate, and domain asset types.- developed framework and designed solution for implementing ICT's service catalogue and customer portal via their service management tool.

Led the design, development and implementation of the IT Service Management service to support the new implementation of SAP as part of the Enterprise Transformation Programme. This included:• Developed, implemented, and improved support processes (Incident, Request Fulfilment, Change, Release, Problem, Access, & Service Level Management) used to support users for early life support after three major SAP implementation phases;• Working with ICT’s leadership team to identify, recommend and implement opportunities to mature Contact’s ICT capability in IT Service Management;• Rolled out ITSM processes beyond the SAP teams to include all ICT teams and services;• Defined and implemented process management capability within ICT’s environment including assisting recruitment & mentoring of appointed Process Owners and Managers;• Supported the definition and formation of the new ICT Solution Centre function created to formalise the support of SAP and legacy applications as well as provide business analysis and business intelligence services;• Assisted in the development of the key outsource vendor agreement to support the desired outcomes for the SAP service;• Identified, designed, and implemented enhancements to Contact’s RedAssist Support System to improve ITSM process performance and facilitate improved service level and reporting capability.

Implemented ITIL V3 service management into the Department to standardise and mature service delivery processes and systems that are capable of delivering on current and future customer needs. Key Deliverables and Activities included:- Assessed process maturity against ITIL V3 Process Maturity Framework- Lead the development of a service management vision and strategy, established priorities and developed and implemented a roadmap of improvements. - Implementation included the development and establishment of processes, policies, roles, procedures, and systems for a single service desk, incident management, request fulfilment, access management, problem management, change management, asset & configuration management, service catalogue management, service portfolio management, supplier management, and continual process improvement. - Developed process reference templates for further development on availability management, capacity management, IT service continuity management, information security management, event management, release management, and knowledge management. - Led the development and implementation of a customer portfolio, service portfolio, and service catalogue.- Contributed to the organisational change required to introduce new roles and responsibilities across ICT teams and service providers including development of role descriptions, implementation of roles, and mentoring of staff holding new ITSM process management roles across all processes.- Worked with contract managers to standardise contracts and agreements to include standardised ITSM services and service levels within new or changed ICT services contracts and agreements. - Re-assessed maturity levels, performed gap analysis, and adjusted the service management roadmap for the next year's continued improvement.

Contracted to assist the All-of-government Operations team in developing and implementing IT Service Management processes and procedures for supporting agencies utilising eGovernment products and services. Contracted to IBM to assist in the development of Configuration Management processes and technology for SSC on the GSN programme.Also assisting the Government Logon Service (GLS) and Authentication programme to develop and refine collateral to assist customers in integrating and implementing GLS into their online service applications.

Contracted by IBM to develop and implement IT Service Management processes and tools for State Services Commission's Government Shared Network project.

Manage a team responsible for the delivery, support and maintenance of information technology (IT) business applications. Business Solutions provide IT consultancy services in the areas of business analysis, IT systems development, testing, business process analysis, application support and maintenance.

Consultant managing software development and implementation projects for Planwell’s customers. I provided pre-sales and post-sales consulting services in the areas of project management, business analysis, systems design, solutions development, systems integration, systems implementation, report design and development, systems testing, technical training, documentation and end-user support.

Provided consulting services to Workflow's customers on workflow automation software development and deployment projects specialising in Remedy Action Request System applications. Workflow Solutions was puchased by Planwell Technology in February 2002.

Managed the teams responsible for implementing contact centre solutions within Aspect's contact centre to improve customer satisfaction. Achievements: Identified needs for tools, process re-engineering, and training for the contact centre staff. Managed staff responsible for: course development, training, project management, and software development. The Knowledge Engineering team implemented a technical support document and knowledge management application for use by the contact centre and field technicians as well as customers seeking self-help from the web.

Developed and supported contact-centre applications such as: data-directed call routing, data-directed screen synchronisation, staff scheduling monitors, document fax back, and a customer service survey. Achievements: Developed and produced performance metrics, reports, charts, and trend analysis for contact centre management. Automated the production and distribution of metrics online for management. Lead the project to open a second North American contact centre.

Provided first- and second-level technical support to external customers, field technicians, and business consultants in installing, configuring, using, maintaining, and troubleshooting issues on Aspect's products. Provided analysis, consulting, and direction to contact centre analysts and field engineers. Performed testing and technical documentation.