Lachlan Williams Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Leading the Technology delivery to core General Insurance applications and channel systems for Project Castle - the Program for divestment of the CBA Group’s General Insurance business. In my role as General Insurance IT Lead I drove technology delivery and strategy for the divestment including providing strategic consulting as General Insurance technology SME. One of my key responsibilities was leading the technology teams in CBA and Hollard (the buyer) to co-create the post-divestment IT Operating Model.

Sydney, Australia

Accountable for all IT Operations, Service & Supplier Governance and IT Program Delivery for the CommInsure General Insurance and CBA Retail Wealth businesses. This included responsibility for management of the Core IT systems including Product Administration System (PAS), Pricing, Claims Management, Operational Datastore and SaaS based applications. Program delivery for technology change extending to Digital, CRM and other relevant CBA Group Platforms. Leadership of a global IT delivery and operations team of over 50 and budget responsibility of over $20m

Sydney, Australia

Accountable for IT Service Management and end-to-end Service Ownership of all Retail Digital systems including NetBank, Commbank Molibe App, Commbank website, Online Security authentication and authorisation platform (CAAS) Cloud and SaaS applications including marketing web publishing services.

Sydney, Australia

Accountable for IT Service Management, planning and end to end Service Ownership of CBA’s flagship Digital assets NetBank and CommBiz as well as associated security platform (CAAS). As part of the role I also acted as Program Manager of a $30m NetBank Resilience Program and was sponsor delegate for $20m CommBiz Resilience Program and $12m CAAS fortification Program. A key success factor in this role was strong communication with key business stakeholders in both the Retail and Business bank, understanding their business strategy and delivering the required technology capability uplift to support that.

Sydney

A secondment role leading a team of 14 people including High Priority Incident Managers, Change Managers, Problem Managers and Service Delivery Managers supporting key RBS business areas. A key function of the role is being actively involved in high priority incidents and leading Situation Management response calls, providing updates to senior stakeholders and the Retail CIO. The role required 24x7 on-call response to any high priority incident or change failure affecting Retail Businesses.

Sydney, Australia

Customer Outreach was a small team responsible for managing high severity incidents under situation management (a process called HPIM – High Priority Incident Management). This was a 24x7 on-call role, which also involved process improvement across the group and vendor relationship management. During this time, I was also seconded to perform several other 24x7 on-call roles in addition to my Outreach role:-May 2008-Jul 2008 - Executive Manager IT OperationsThis role was managing team of Incident and Problem managers in CBA’s internal operations centre, looking after the Bank’s most critical systems including CommSee, Payments and CommBiz. This was a high visibility role with 24x7 on- call responsibility. During my short time in the role, I was recognised for closing out multiple long-running repeated payments incidents that had remained open for up to 12 months.Aug 2008-Sep 2008 - IT Incident Manager, Group Services IT Operations IntegrityAn incident and problem management role reporting to the Ops Integrity Manager of Group Services. This role had incident coverage across services including Treasury and GDW.

Sydney, Australia

A Senior Delivery role facing the Business Unit CIO team. Focused on client relationship and encompassing end- to-end service delivery for several of Westpac’s core technology services such as Online Banking, ATM/POS, CRM (Reach), Payments, Contact Centres, Branches, and Product Origination systems. This 24x7 role had multiple Service Delivery Managers as functional reports required coordination of all technology delivery teams across IBM’s Global Delivery business and included playing an active role in Incident and Situation Management. Critical success factors included managing portfolio interlock (budget) and assisting the Account Executive with developing and securing new business.Selected accomplishments: - Reduction in volume of high impacting incidents to several major services. - Establishment of continuous improvement forum to drive out systemic issues and improve operations. - Service Improvement program completed for Reach Program (Westpac CRM) application resulting in huge reduction in high severity incidents and improved customer satisfaction.

Sydney, Australia

A Service Delivery Management role reporting to the Delivery Program Executive responsible for driving service delivery for several of Westpac’s core technology services including OLB, ATM/POS, CRM, Payments, Contact Centre, Branch, and Product Origination systems. A 24x7 role responsible for driving service quality improvement and involving coordination of multiple delivery teams across IBM’s Global Delivery business and included playing an active role in Incident Management, issue resolution and Disaster Recovery strategy.Selected accomplishments: - Reduction in volume of high impacting incidents to several major services. - Leading the situation management and recovery of the Bank’s Retail systems during the Ryde datacentre power outage. - Complete overhaul, documentation and automation of SLA reporting procedures used on the account. - Development the “Interlock Labour Tracking Tool” which was adopted by SDMs on other accounts.

Sydney, Australia

This role was accountable for end-to-end delivery of all services across ING’s various Wintel, Network and Midrange platforms and included Service Level reporting responsibility for the whole account. This required leveraging IBMs global delivery capability, liaison with senior ING stakeholders and management of budget. This was a 24x7 on-call role with regular involvement in technical design, incident management and project transition.Selected accomplishments: - Redesign of INGs SLA reporting to provide greater value to both ING and IBM and reduce reporting effort - Development of the “Interlock Labour Tracking Tool” which was adopted by SDMs on other accounts. - Quarterly Service Award from ING for outstanding responsiveness (The “who you gonna call” award)

Sydney, Australia

Leading a team of on-site Desktop Support technicians supporting all areas of business with “break fix” and “Move Add Change” desktop activity.Selected accomplishments: - Development of CCMS reporting Excel Addin application to assist team with accuracy of their weekly time sheeting. - Reduction in outstanding desktop incidents queue on MLC account from >150 to zero in less than 3 months. - Improved reporting to account team on Desktop issues and resource demand. - MLC Desktop Team was awarded a “Blue” (highest) satisfaction rating by the MLC account team for the first time ever.

Sydney, Australia

Employed to design, build and maintain the small telecommunication company’s web site which I developed and coded, to create new marketing material, graphics and logos including photographic work for brochures and advertising. In addition, I refined existing Sales processes using automated coded templates and databases. My role extended beyond this to include overhaul of the company’s HR leave tracking system which I did by implementing a database to make the process more efficient. The role also included systems and hardware support for the Sales and Admin staff.

Sydney, Australia

Proscan is a Sales and Support company specializing in digital imaging products. This role involved telephone support, on-site software and hardware training, hands-on service and repair of hardware and an overall management responsibility for other staff within the technical department. My role also involved Sales responsibility as I was involved in demonstrating products to customers during in house demonstrations and organised trade shows. My standout achievement here was fully automating the hardware repair job booking system with a custom built Access database.

Sydney, Australia

Neslo Australia was an office fitout company with a Building Contracts division, a Materials Supply Division and a Powder Coating division. I was mainly involved with the Contracts division, starting as Junior Estimator before being promoted to Chief Estimator and Project Co-Ordinator. My role included estimating and project managing multi-trade internal fitout projects of up to $1.5million. During my time with Neslo, I implemented and embedded a new computerised estimating system which streamlined estimation process and improved accuracy.