Lenine Bailey Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Reported to the Manager Operations Management as the local Lead for change, problem, configuration and service transition (operations readiness) management services within APAC.ORGANISATIONAL CHANGE MANAGEMENT (OCM)► Drove change to introduce ITIL compliant processes across worldwide assets.BUDGETING► Developed and maintained budget covering internal and vendor incident management team.SERVICE DELIVERY LEADERSHIP & STRATEGY► Direct day to day management of 4… Show more Reported to the Manager Operations Management as the local Lead for change, problem, configuration and service transition (operations readiness) management services within APAC.ORGANISATIONAL CHANGE MANAGEMENT (OCM)► Drove change to introduce ITIL compliant processes across worldwide assets.BUDGETING► Developed and maintained budget covering internal and vendor incident management team.SERVICE DELIVERY LEADERSHIP & STRATEGY► Direct day to day management of 4 direct reports and 50 indirect. Set direction, priorities and KPIs. Coached, mentored and developed training and career plans.► Managed Operational Readiness within APAC supporting the Global Lead.► Major Incident process governance and facilitation within APAC supporting Global Lead.► Drove service stability improvement, process capability uplift and continuous improvement initiatives.IT SERVICE MANAGEMENT (ITSM)► Developed collaborative relationships with Problem and Configuration Management, Technology Leads, Operations Management, Competency Centres, HR, Finance and business partners.► Provided leadership, direction and stakeholder management to other ITIL Process Leads in APAC.► Global major incident and incident management process and procedure ownership and governance.► Ensured Major Incidents and Technology Incidents were resolved in adherence to SLAs and standard processes and procedures.► Member of APAC Change Advisory Board supporting Global Lead. Show less

Burnley, Victoria

HCL is a leading ICT Outsourcer and Software Developer. As the Deputy Manager, Latitude Financial Services account had dual reporting to the HCL Account Lead and the Client Service Excellence Manager to ensure client’s overall delivery requirements and expectations were consistently met or exceeded.KEY ACHIEVEMENTS★ Attained 98% on a SLA target of 97% for Response and Resolution, 9 out of 10 months.★ Used OCM to take multi vendor account from lowest to top performer.★… Show more HCL is a leading ICT Outsourcer and Software Developer. As the Deputy Manager, Latitude Financial Services account had dual reporting to the HCL Account Lead and the Client Service Excellence Manager to ensure client’s overall delivery requirements and expectations were consistently met or exceeded.KEY ACHIEVEMENTS★ Attained 98% on a SLA target of 97% for Response and Resolution, 9 out of 10 months.★ Used OCM to take multi vendor account from lowest to top performer.★ Improved problem management resulting in increase of permanent resolution and reduction of repetitive incidents by 10%.★ Created a ‘Known Error Data Base’ thereby increasing the number of problems that had permanent resolutions.SERVICE DELIVERY LEADERSHIP & STRATEGY► 2 direct reports: 1 onshore, 1 offshore, 50 indirect reports (90% offshore). Managed and built relationships with the onshore and offshore incident teams.► Consulted with clients in co-ordination with Account Manager to improve service management processes. Planned and initiated the requirements gathering, performed the analysis and made recommendations.► Performed role of Infrastructure transition and transformation coordinator on a project to transition Active Directory and security.IT SERVICE MANAGEMENT (ITSM)► Extensive interaction with both client and internal Execs and Service Excellence teams. Prepared and presented management briefings, monthly statistical reports and post Incident reports.► Improved relationships with senior vendor management (CSC, AT&T, GE, MIT, Oakden) through negotiating SLAs, including incident management services and processes.► Rewrote all (6 documents) HCL Incident Management and Communication Processes & Policies. Co-ordinated with client and HCL Management to ensure contractual agreements met.► Managed account and stakeholder incidents. Initially all incident reports were elementary in nature; developed and uplifted all problem and incident management processes, including major incidents. Show less

Lonsdale St Melbourne

Australia's largest superannuation service provider, servicing not-for-profit super funds. Reported to CIO coordinating and facilitating the rapid recovery of high-severity incidents impacting business operations and ensured communications to key stakeholders were provided in a concise and timely manner. SuperPartners was sold to Link and role was restructured.KEY ACHIEVEMENTS★ Increased infrastructure uptime from 95% to 96.5%.SERVICE DELIVERY LEADERSHIP & STRATEGY►… Show more Australia's largest superannuation service provider, servicing not-for-profit super funds. Reported to CIO coordinating and facilitating the rapid recovery of high-severity incidents impacting business operations and ensured communications to key stakeholders were provided in a concise and timely manner. SuperPartners was sold to Link and role was restructured.KEY ACHIEVEMENTS★ Increased infrastructure uptime from 95% to 96.5%.SERVICE DELIVERY LEADERSHIP & STRATEGY► Indirect management of 50 onshore staff. Set priorities, established direction, standards and procedures.IT SERVICE MANAGEMENT (ITSM)► Reduced the number of critical incidents and co-ordinated with internal support and vendors to remediate critical incidents.► Manage War Rooms for high-priority incidents.► Conducted post-incident reviews to determine next steps to ensure incidents do not occur again.► Ensured continual service improvement of the incident management process and framework. Improved war room procedures and communications.► Ensured vendors met their SLA, Incident and problem Management SLA's. DI Data, ATA, HP, IBM, Fujitsu, Brennan IT and MIT.► Assisted implementing IM policies and procedures. Improved communications sent to stakeholders, introduced management briefings for critical incidents and improved Problem Management. Show less

Mulgrave, Victoria

Global management consulting, technology services and outsourcing company serving clients in more than 120 countries. Reported to Account Lead and Client SDM/CIO. Managed, remediated and reduced customer impacting incidents to ensure the midrange and mainframe program applications were available and not impacting client's production times.KEY ACHIEVEMENTS★ Reduced number of impacting incidents from 250 per month to 175 and uplifted SLA from 94% on time to 98% by combining Incident… Show more Global management consulting, technology services and outsourcing company serving clients in more than 120 countries. Reported to Account Lead and Client SDM/CIO. Managed, remediated and reduced customer impacting incidents to ensure the midrange and mainframe program applications were available and not impacting client's production times.KEY ACHIEVEMENTS★ Reduced number of impacting incidents from 250 per month to 175 and uplifted SLA from 94% on time to 98% by combining Incident and Problem Management.★ Reduced Critical Incidents by 25%.SERVICE DELIVERY LEADERSHIP & STRATEGY► Led 2 direct and 80 indirect reports and 40 were offshore. Day to day management and guidance. Set direction and team and individual KPI’s. Monitored and managed performance and training and development.► Created comprehensive incident management process and documentation from scratch► Developed detailed strategies for incident management and wrote and implementation the strategy deployment plan.► Ensured strict adherence to availability targets to provide continuous services to clients.IT SERVICE MANAGEMENT (ITSM)► Investigated issue/process root cause to permanently resolve issues or ensure that there were adequate work-arounds.► Utilised Problem Management framework to reduce number of impacting incidents.► Created and defined all policies and procedures for Incident and Problem Management as well as created DR processes and wrote the documentation.► Created problem management process to reduce business-impacting incidents. Resolved complex miscommunications. ► Worked closely with Change Manager to ensure changes did not cause any business impacting incidents► Ensured back up of all application and infrastructure in case of a major disaster, including all updates to disaster recovery documentation. Conducted regular testing of backup systems. Show less

Wantirna Sth, Victoria

Reported to Shift Manager with a role focus of minimising incident impact on business and customers by reducing time to resolve incidents. Supported 42,000 staff across 1,800 branches (globally). KEY ACHIEVEMENTS★ Created and wrote new processes that brought internal work back saving $4.5m per year in external costs.★ Ensured quick resolution of incidents and reduced major business impacts, whilst facilitating SLA adherence. Improved time to resolution by 25%.IT SERVICE… Show more Reported to Shift Manager with a role focus of minimising incident impact on business and customers by reducing time to resolve incidents. Supported 42,000 staff across 1,800 branches (globally). KEY ACHIEVEMENTS★ Created and wrote new processes that brought internal work back saving $4.5m per year in external costs.★ Ensured quick resolution of incidents and reduced major business impacts, whilst facilitating SLA adherence. Improved time to resolution by 25%.IT SERVICE MANAGEMENT (ITSM)► Expectation for Priority 1 incidents had an SLA of resolution in 4 hours. Continuously achieved 96%.► Ran and co-ordinated support teams of 15+ application, database network and infrastructure staff. Show less

Wantirna Sth, Victoria

Reported to CIO and reviewed all submitted changes to ensure change processes were followed. Ran CAB (change advisory board).SERVICE DELIVERY LEADERSHIP & STRATEGY► Developed change management strategies and improved organisational capacity to manage change.► Regular engagement with CIO, senior management and internal and external SDMs. Collaborated effectively with support and project teams.► Ran the CAB and delivered support to the change management team by approving… Show more Reported to CIO and reviewed all submitted changes to ensure change processes were followed. Ran CAB (change advisory board).SERVICE DELIVERY LEADERSHIP & STRATEGY► Developed change management strategies and improved organisational capacity to manage change.► Regular engagement with CIO, senior management and internal and external SDMs. Collaborated effectively with support and project teams.► Ran the CAB and delivered support to the change management team by approving requested changes and assisting in the assessment and prioritisation of changes.► Ensured all changes made to infrastructure and applications had minimal impact on operations. Show less

Wantirna Sth, Victoria

IT Operations Specialist (2003-2006)ATM Operations Specialist (2000-2003)EFTPOS Help Merchant Desk (1996-2000)Print Room Operator (1995-1996)Credit Card Embossing Operator (1989-1995)

Itil V3 – Foundation Certificate

Itil V2 – Foundation Certificate

Front Line Management