Les Ritchin Email & Phone Number

Perth, Australia

Creating, maintaining, and leading the execution of Globetrotter’s information and communication technology (ICT) people, strategy, policy and functions. Strategic role created for me to expand the role of information technology from enabler to a sustained competitive advantage.• Coordinating with other leadership team members and heads of department in the setting of business-level strategic goals and improvement of the customer experience• Coaching and mentoring IT team members whilst agreeing continual improvement goals for them• Maintaining disciplined IT expenditure and aligning IT value with the strategic direction and operational needs of the business and its various departments• Pre-sales and post-sales technical management to help clients derive maximum value from management data generated by their travel programmes• Conducted a pre-sales consulting and discovery engagement with a potential major client in Sydney, resulting in Globetrotter securing their business• Delivering enterprise service management (ESM) processes onto a single platform throughout all departments, and leading a culture shift towards the delivery of consistently high quality and measurable services• Maintaining quality of the incident, request, problem and change records used by the IT team to manage service support• Leading and maintaining PCI DSS and other compliance across the organisation• Managed the COVID-19 transition of our entire workforce to home, and then back to the office as conditions permitted; each time with no loss of productivity or increase in baseline expenditure• Overhauled internal analytics to improve management's understanding of business activities through the combination of multiple data sources onto holistic dashboards• Project managed the complete replacement of the Incentive & Rewards platform for our subsidiary company for use with their clients at 1/4 the cost of the old platform.

Perth, Australia

Ensuring the successful operation and support of Globetrotter's information and communication technology (ICT) systems and services.• Head of a diverse team of IT specialists• Delivered a series of successful technical projects in the first year including: full refresh of desktop hardware, move of PABX telephone system to IP-TEL system, introduction of ServiceNow for IT support and urgent replacement of the client-facing analytics platform• Coordinated with internal stakeholders and external suppliers in the fitout design of the new Perth headquarters in addition to managing the smooth transfer of IT equipment and infrastructure during the physical relocation which was conducted on time, on budget and and with no interruption to services• Managed the introduction of multiple automated integration systems with third-party suppliers and clients• Introduced within the IT team core ITIL processes, resulting in marked improvement of both internal and external user satisfaction• Introduced a knowledge culture throughout the organisation and started the company on its enterprise service management (ESM) journey

Perth, Western Australia

Management consultancy focused on turning new initiatives into Business As Usual.A diverse set of engagements across 6 years including• Data management analysis and mobile telephony spend analysis and recommendations for a major educational institution• ESM toolset analysis and recommendations for a major agricultural company• ITIL process enhancement for a healthcare company• Cross-sell opportunity analysis for a global hotel chain• Cyber-security enhancement and IT infrastructure optimisation involving multiple third-party vendors for a vetinary services company

Protected the businesses we supported from introduced risk in a technically and legally complex environment• Wrote and implemented a change management process to CMMI Level 4• Reduced change-related incidents by over 95%• Provided evidence to scheduled ACCC audits and implemented recommendations• Maintained strong focus on change management to customer integration• Interfaced change management to other business processes including procurement, FAR, business improvement group, programme delivery & financial management• Business owner of the IT service management solution• Managed stakeholder expectations in a technically and legally complex environment• Lead and/or wrote process documentation for configuration management, problem management and service level management.

Perth, Western Australia, Australia

Part of a team delivering continual improvement across global IT systems and services.• Designed and implemented new processes in a global environment• Established a global quality control system and monitored and corrected deficiencies• Proactively managed business alignment with the toolset vendor• Successfully delivered both organisational and process change throughout the organisation.

Perth, Western Australia, Australia

Part of the ITIL-aligned Global Service Centre team providing support for global IT systems to all Rio Tinto business units.• Provided second-level support to Rio Tinto business unit IT departments• Performed continual improvement of services under my accountability• Responsible for the global system monitoring applications

Master Of Business Administration (Mba)

Itil Service Manager'S Certificate, It Service Management