Helping companies to be forward thinking and adaptive. Loving my job right now.

I form a key part of Optus Business Connected Core’s need to Transform our product, people and process. Using Agile Scrum delivery methods, I am here to act for the business in the implementation of E2E process improvements involving any or all of a combination of changes to;Organisational structure (minor)Role definitions KPIsRACIs, inter team OLA/SLAsproduct constructs, IT systems, work instructions, contracts and customer facing collateral

Manager, Service Delivery, this time I came back to lead the Global team in Optus Wholesale Operations. Delivering the best outcomes for my customers by meeting our commitments, and always improving how we engage and communicate with customers to give them the services they ordered as quickly as possible.Key outcomes I am currently chasing in this role;- Using Agile Scrum techniques, I am reviewing and building list of features and processes to automate using Robotic Process Automation tools. We have lots of repetitive tasks in my team and I want to automate as much as possible. But first, I am ranking by business value to help my assigned dev team work on estimating the right items first. - Using some of the RPA tools, the key goal is to reduce order commercial prep time from customer submission to my teams acknowledgment by 50%, from 3 days to hopefully less than 1 day

Fixed Enterprise Business Stream Manager working on Project OW Unity. A fantastic and challenging role as the Business Owner responsible for working with business stakeholders and the Project Unity team, to deliver the business benefits for the Fixed Enterprise Release of Optus Wholesale's BSS transformation project, OW Unity. I actively used agile delivery techniques to build and manage list of desired features and stories around Fixed Enterprise delivery and ensured that business value was front and centre.

leading the Domestic customer team in OW Consulting and Connect team, it was all about empowering my team to deliver best in market service delivery and customer experience. My team of delivery managers and order support executives had outstanding results in 2015 and 2016. We had the best year of Customer Satisfaction Index results for a long time along with delivering some of the highest volumes of orders in a year. A notable process improvement was revamping processes to improve quality of order submissions by introducing faster order validation calls and forms, as well as bringing our Optus Wholesale Wavelink products delivery time frame from 12 weeks to <10 weeks.

The Standards Manager is responsible for the implementation and ongoing maintenance of systems and process across Fixed Network Engineering (FNE). Key responsibilities• Guidance to FNE Delivery teams on introduction of new business changes that will improve quality, workflow and productivity (e.g. Projects, New Products, New Technology)• Operational and support strategies relevant to Customer Service Activation and related stakeholders• Development of operational processes and procedures for FNE teams where required.• "Business Owner" for key FNE provisioning systems/tools- Includes enhancements, scoping new features, down times, new methods required to implement new systems or system changes• Implement and govern feedback processes across FNE to facilitate process improvement and effective use of systems and tools across FNE.Impact to Business/Achievements - successfully implemented Agile Kanban board techniques to track and improve default workflows for customer and engineering orders. Introduced a single "gatekeeper" for these workflow changes to introduce greater standardisation and simplicity of workflows.

As Customer Service Activation Leadhouse Manager I was responsible for the implementation and ongoing management of quality, workflow and productivity across Customer Service Activation. Impact to Business/Achievements- successfully deployed two new task allocation/task management tools into Customer Delivery space. This standardised work allocation process across all teams in Customer Delivery (circa 200 staff) and improved overall task completion rates by up to 25%. The teams actively embraced the new tools as they addressed or removed issues they had with the legacy tools and practices they had been forced to use in the past. - Drove development of over 6 new design models into the companies automated service design tool for carriage services. By the end of deployment, over 80% of new IP VPN and Internet services for business customers were auto-designed with minimal inputs from Optus Networks staff.

Managing a team of 17 staff including Provisioning Officers, Network Engineers and Senior Network Engineers. Delivering XYZed Retail Carrier, Layer 3 Internet Access service and Expan Managed Data Services using xDSL, ATM, SDH and Gigabit Ethernet technology.Expectations of the role include;¤ working with staff to build their individual development plans¤ guiding delivery of larger service delivery projects through the provisioning team.¤ engaging with Technology and Product groups during new technology and new product development.¤ implementing process and performance improvement within the team¤ ensure quality and reliability of design and provisioning practices used within the team

Managing an Integrated Product Team of 15 staff including Provisioning Officers, Network Engineers, Order Creation and Management Specialists and Project Co-ordinators. Delivering XYZed Retail Carrier services using xDSL, ATM and Gigabit Ethernet technology.Expectations of the role include;¤ working with staff to build their individual development plans¤ guiding delivery of larger service delivery projects through the provisioning team.¤ engaging with Technology and Product groups during new technology and new product development.¤ implementing process and performance improvement within the team.

Senior Network Engineer leading a team of Network Engineers in Data Correction for Optus' internal Network Inventory System, ONPS. Guided long term data correction activities in ONPS as well as working on new ways to match ONPS data to live network element data.

Network Engineer in Brisbane Design Team in the Service Delivery Centre. Designing Business grade Voice and Data services, ranging from small 2M services to high speed STM4 point to point links via the Optus Fixed Network. Access methods include, Fibre (via Nortel, Acatel and Fujitsu SDH equipment), 3rd Party Leases and DSL including multi-pair bonding