Throughout his 13 years with Canon Business Services (formerly Converga), Ken Hickey has navigated a path that has given him the exposure across the business to strike the perfect balance of experience and fresh thinking. Back in 2009, Ken joined Converga as a Customer Support Manager. His arrival coincided with a period of rapid growth that needed to be supported by a revised customer support framework to future-proof the business while attending to current customer needs. It was this support process reengineering that Ken calls one of his his greatest work achievement to date.Not long after implementing the support framework, Ken was asked to manage the technical support team, and shortly after, Converga’s technology centres starting with Victoria and then expanding to Australia and New Zealand. In 2018, he was offered the chance to become Head of Business Process Solutions managing Implementation, Development and Capture teams and was shortly thereafter appointed to Innovation and Technology Lead for the business. Working through various roles has given Ken a grounding and understanding of client need that is truly priceless and has enabled him to continually develop. Ken will also attest to the fact that development and challenges go hand-in-hand. Ken says his biggest challenge has been whenever there is a need to come in and rebuild a team or process. The flip side of this is the satisfaction he gets from implementing something which can grow and develop with the business. Ken’s advice for anyone looking to pave a career path within Canon Oceania, “be tenacious, ambitious, hungry to ‘fill the void’ and above all else, put the customer first.”

• National Operations and Delivery Manager, a role created to bring the Operational and Technical aspects of the business together to better serve our client base. • Taking full Operational and Technical responsibility for the Australian Business • Overseeing Converga’s National Technology Centres in Sydney, Canberra and Melbourne

- Managing all Technical and Operational functions of division with over 70 staff - Responsibilities: Technical Service Delivery (National, US, ASIA, NZ), Customer Support (National, US, ASIA, NZ), Operations (Victoria, WA, SA, QLD)- Implementing flexible workforce models- Pricing, Budgeting, Forecasting- Price and sign off on all new business- Set up, implementation and management of web based CRM, the Converga Help Desk- Responsible for devising, implementing and overseeing 24/7 customer support system for technical and operational issues- Managing and maintaining key client relationships with customers including ANZ , Coles Group, DIAC, PTV (MYKI), NAB, QBE, Rio Tinto, United Group, Westfield and several government departments - Reporting on customers activity and profitability to Senior Management Group

Responsible for Converga's Customer Support and Service Delivery model. Management of Converga's techical support teams supporting BPO solutions such as digital mail, paperless accounts payable (PAP), contracts management, record management etc.

• Responsible for the coordination of Managed IT services for corporate clients in Victoria, South Australia and Western Australia• Managed Services include Uptime (hardware support), Uptime Secure (internet and internal network), Managed IPTel (IP phone support) and Insite (24/7 remote monitoring)• Support Cisco, IPFX, Bluecoat, Checkpoint, RSA, Nokia Sun.• Managing renewals of Managed Services including generating quotes and negotiating discounts

- Management of Business and Academic Affiliation- Promotion of Membership through Conferences, events and Presentations- Dealing with the Membership and Chartership Processes- Working closely with the Engineering Council (uk), the Science Council and the Society for the Environment whose qualifications we have the license to grant.

- Team Leader of a team of 23 staff charged with taking ownership of all claims from inception through to settlement.- Liaising with Panel Solicitors and Funders.- Overseeing the operation of the team in a supervisory capacity to ensure the effective operation of the teams daily duties.