Kellie Willits Email & Phone Number

Tasmania, Australia

Australia

*Specialising in implementing / overhauling ITSM models & processes to provide optimum service improvement within organisations. *Building and implementing IT Service Continuity models to ensure organisations are prepared for Critical incidents.

Lenah Valley

Recent achievements of mine as part of this role are:• I have built Business Partnership Capability for TasNetworks as part of our SAP support.• I have built and implemented the IT Service Continuity Framework and processes for TasNetworks. My responsibilities include: • Ensuring that IT understands the customer’s perspective of service.• Identifying customer needs and ensuring that there is a catalogue of services to meet those… Show more Recent achievements of mine as part of this role are:• I have built Business Partnership Capability for TasNetworks as part of our SAP support.• I have built and implemented the IT Service Continuity Framework and processes for TasNetworks. My responsibilities include: • Ensuring that IT understands the customer’s perspective of service.• Identifying customer needs and ensuring that there is a catalogue of services to meet those needs.• Ensuring high levels of customer satisfaction and establishing a formal complaints/compliments procedure.• Ensuring that any IT changes that will impact customers are communicated out.• Working with customers to ensure business needs and service levels are being met and to mediate when there are conflicting requirements.• Creation and maintenance of a Customer portfolio.• Communication of any IT constraints and requirements to the customers.• Ensuring that customer expectations are set at the appropriate level.• Continual Service Improvement.• Development of an IT Service Continuity Plan, complete with Framework and Technical Recovery procedures. Show less

Hobart

Responsible for providing support to TasNetworks’ IT user base, including engaging with the enterprise for IT system requests, providing helpdesk services and resolving small and large technical issues.  Managing exceptional client service and IT service delivery whilst ensuring service levelagreements are achieved. Managing key relationships with external services provider(s) to ensure quality of service. Ensuring governance, policies and internal controls are adhered… Show more Responsible for providing support to TasNetworks’ IT user base, including engaging with the enterprise for IT system requests, providing helpdesk services and resolving small and large technical issues.  Managing exceptional client service and IT service delivery whilst ensuring service levelagreements are achieved. Managing key relationships with external services provider(s) to ensure quality of service. Ensuring governance, policies and internal controls are adhered to. Contribute to and support planning, budgeting and reporting processes. Contribute to and support enterprise risk management. Contribute to and support TasNetworks’ Safety/other programs and strategies. Show less

Hobart

Primarily accountable for the Availability, Reliability, Maintainability, Supportability, and Security of all Aurora IT Production Services, and Products.•Manages Service Operations teams to ensure they meet or exceed agreed performance targets.•Leads teams to create an harmonious, effective, and efficient work environment that promotes values and behaviors.•Effectively manages budgets and development of cost effective delivery models that reduce costs while maintaining levels of… Show more Primarily accountable for the Availability, Reliability, Maintainability, Supportability, and Security of all Aurora IT Production Services, and Products.•Manages Service Operations teams to ensure they meet or exceed agreed performance targets.•Leads teams to create an harmonious, effective, and efficient work environment that promotes values and behaviors.•Effectively manages budgets and development of cost effective delivery models that reduce costs while maintaining levels of service.•Ensures all Service Operation Processes are implemented effectively and efficiently across the Information Services Group and it’s vendors and communicated to the business.•Promotes a customer focused culture that is aligned to business requirements and increases customer satisfaction.•Participates in the development of strategic planning to assist with the groups continuous improvement and continued business alignment.•Drives the team to function with a mature, strongly metric driven approach of the management of IT services that utilises performance data to make quantifiable decisions on where we need to focus.•Represents Aurora as the single point of contact for escalation of service delivery at senior levels within Aurora’s business units whilst building strategic relationships with key stakeholders across the business. Show less

Hobart

Responsible for the management of the end-to-end quality of a designated set of services and for the line management of Solutions Centre staff within the IT area.• Responsible for the development and maintenance of processes, procedures and documentation for IT service management. • Manages application enhancements to improve business performance. • Responsible for the management of all requests for support and ensuring that they are all dealt with according to service level… Show more Responsible for the management of the end-to-end quality of a designated set of services and for the line management of Solutions Centre staff within the IT area.• Responsible for the development and maintenance of processes, procedures and documentation for IT service management. • Manages application enhancements to improve business performance. • Responsible for the management of all requests for support and ensuring that they are all dealt with according to service level agreements. • Analyses service records against agreed service levels on a regular basis to identify actions required to maintain or improve levels of service, and initiates and manages resolution or reports these actions. Show less

Hobart

• Managed the Transition to become the IT provider for RBF, including negotiating all Schedules and SLAs.• Manage technical resources, a team of around 90 including Infrastructure, Applications, Database, Desktop & Network.• Delivery of services as specified in the Service Level Agreement (SLA).• Ensuring that services are administered in a cost-effective manner (profitability).• Collaboration in setting up incident management tool, interfaced to the IT provider’s application… Show more • Managed the Transition to become the IT provider for RBF, including negotiating all Schedules and SLAs.• Manage technical resources, a team of around 90 including Infrastructure, Applications, Database, Desktop & Network.• Delivery of services as specified in the Service Level Agreement (SLA).• Ensuring that services are administered in a cost-effective manner (profitability).• Collaboration in setting up incident management tool, interfaced to the IT provider’s application, reducing costs for the client significantly.• Formulation and review of key processes, (Logica methodology) for staff. Show less

Hobart

• First point of escalation for all baseline services• Ensure all service level agreements were met or exceeded (KPIs)• Management of preventative maintenance program• Responsible for establishing a Change Management process, including a CAB for the client.• Weekly and Monthly reporting on the operation of the SLA to the client• Chairing of the weekly meeting with the client• Coordination of project work on customer site (small projects and discretionary… Show more • First point of escalation for all baseline services• Ensure all service level agreements were met or exceeded (KPIs)• Management of preventative maintenance program• Responsible for establishing a Change Management process, including a CAB for the client.• Weekly and Monthly reporting on the operation of the SLA to the client• Chairing of the weekly meeting with the client• Coordination of project work on customer site (small projects and discretionary work).• Developing and maintaining close and effective relationships with business IT representatives.• Continuous Improvement.• Disaster Recovery Planning. Show less

Hobart

• Analyse complex tasks and contribute to developing IT solutions.• Production of user specifications, design options and impact analysis documentation for use within the team and with other IT sections, business owners and stakeholders in line with FMA requirements.• Conducting internal and external review.• Liaise with stakeholders and business owners to ensure Business Requirements are reflected in system changes.• Providing guidance and leadership to less experienced staff… Show more • Analyse complex tasks and contribute to developing IT solutions.• Production of user specifications, design options and impact analysis documentation for use within the team and with other IT sections, business owners and stakeholders in line with FMA requirements.• Conducting internal and external review.• Liaise with stakeholders and business owners to ensure Business Requirements are reflected in system changes.• Providing guidance and leadership to less experienced staff within the team.• Ensuring existing processes using recognised testing tolls continue to be effective.• Monitor end to end processing and testing.• Participation on Post Improvement Reviews (PIR’s) which assists in improving future project implementation if required.One of the more notable successes for Kellie was the implementation of Centrelink’s Information and Technology systems for Australia Government social welfare reform initiatives. Kellie received an Australia Day award for this. Show less