Lee M. Email & Phone Number

Perth, Western Australia, Australia

Perth, Western Australia, Australia

- Ongoing advisory engagement maturing ServiceNow configuration management with Fortescue.- Department of Education: Establishment of Cloud Excellence Chapter across service providers, service management and process advisory.- Federal Government Department: Service Management advisory.

Customer: Fortescue Metals Groups (August 2021 - December 2021)- Advisory engagement- Establishment of Configuration Management policy, process and plan.Customer: WA Government Department (February 2019 - August 2021)- Design and establishment of new Service Assurance team focussed on trending, data visualisation, compliance, risk management, operational performance, and governance.- Manager of Service Assurance team.Customer: Landgate (December 2018 - February 2019)- Cybersecurity policy advisory.Customer: Water Corporation WA (March 2016 - December 2018)- Major Incident Manager within a SIAM function.- Problem Manager within a SIAM function.- SIAM Process Lead on ServiceNow implementation.- SIAM Cybersecurity Incident response.- Change Manager within a SIAM function (4 months).Customer: Victorian Government Department (August - September 2017)- Minor Works process review, quantification of issues, and recommendations for improvement.- Required weekly travel to Melbourne from Perth.Customer: INPEX Australia (August 2015 - March 2016)- Change Management assessment, review and recommendations.- Formulation of service improvement and cost reduction initiatives.Customer: Various (June 2015 - August 2015)- Proposal for initialisation of a Service Integration and Management (SIAM) function.- Service Management support and contribution to SIAM Pre-Sales activities.Customer: BHP Billiton Iron Ore (August 2013 – May 2015)- Analysis and review of global Service Management processes in order to determine and assess local impact- Service Transition Planning and Support for local support teams for the release of an Enterprise Service Management toolset- Process design for newly established Demand and Scheduling function within BHP Billiton Iron Ore- Implementation and management of new Resource Scheduling process.

Perth Area, Australia

Customer: BHP Billiton Iron Ore (Aug 2012 – July 2013)Responsible for:- Design, implementation and management of Lean Methodology based Service Desk Information Centre and Daily Stand-Up meeting- Process design, implementation and management of Service Transition to Support for Service Desk process- Process design, implementation and management of Service Request Catalogue process- Management of the transition of another major vendor into BHPIO’s ServiceNow Service Management toolset.Customer: Department of Education (WA) (Jan 2012 – Aug 2012)Responsible for:- IT Service Management process design for the Department’s HP SM9 toolset implementation- Processes include: Change Management, Release Management, Problem Management, Knowledge Management, Incident Management, Event Management, Request Fulfilment, and Service Asset & Configuration Management.- Process design workshop facilitation- Extensive liaison with key client representatives regarding business requirements- IT Service Management process documentationCustomer: Department of Education (WA) (March 2011 – Dec 2011)Responsible for:- IT Problem Management – Ensuring that root causes are diagnosed, incidents are reduced, and that Known Errors are eliminated from the Department’s state wide IT infrastructure- Problem Management governance & reporting- Process management including Problem Management meetings (technical and business focused)- Process improvement

Perth Area, Australia

Customer: SA Water (SA) (Oct 2010 – Dec 2010)Responsible for:- IT Service Management process design.- Processes included: Change Management, Release Management, Problem Management, Knowledge Management, Incident Management, Event Management, Request Fulfilment, and Service Asset & Configuration Management.- Process design workshop facilitation- Extensive liaison with key client representatives regarding business requirements- IT Service Management process documentationCustomer: Department for Child Protection (WA) (Apr 2010 - Mar 2011)Responsible for:- IT Service Management process design: Problem Management & Change Management- IT Service Management process and toolset training- IT Service Management maturity assessments- Problem Management and Change Management governance & reporting- Process management including Problem Management & Change Advisory Board meetings- Process improvement

Perth, Australia

Perth, Australia

Perth, Australia