Drive and transform the maturity of IT through strategic design and implementation of framework and process to support the effective and efficient delivery of IT Services Manage the Service Delivery team consisting of customer facing L1 / L2 support and core back office applications nationally to ensure customer satisfaction is maintained and improvedResponsibilities include :-• Significantly increase the maturity of IT to support a 24x7 Operational environment. Drive engagement and adoption of best practice procedures to ensure a robust, resilient and available environment• Provide leadership and guidance to the IT Services Team to ensure timely and effective services are provided to internal customers • Review service performance and ensure SLA’s are maintained• Develop, promote and manage ITSM processes and procedures that are aligned to business drivers• Implement continual service improvements to the IT team’s processes and procedures• Build technology, consulting capabilities and frameworks that will support the efficient, effective and flexible delivery of IT Services• Improve the operational stability of IT systems via the use and adoption of process that is utilised by IT and the business• Lead support for the key applications used by Finance, HR, Safety, Procurement and Collaboration at a company level• Vendor and Managed Services integration and management• Identify and analyse requirements to determine demand and patterns for IT Services.• Ensure business demand is balanced with the IT team’s capacity to provide IT Services in the most efficient and cost effective ways

To act as the senior point of contact and manager responsible for the delivery of core business systems and IT services to the business nationally. Manage the Service Desk, Field Services and Offshore Service Desk to ensure optimum productivity to the business.

To act as the manager responsible for the delivery of customer facing support of IT services nationally at the second level for approximately 80 sites. Manage the team’s ongoing program of work and delivery of other IT project initiatives. Design and deliver the company’s telephony strategy and ongoing support and maintenance of these systems.Responsibilities:- Delivery of service excellence at the coal face- Assess, review and implement the telephony and UC strategy for the company ensuring business needs and requirements are met- Work in close conjunction and collaboration with the relevant IT Teams to provide resource and support to the overall IT Program of Work - Streamline the delivery of service the team provides by reviewing processes and toolsets to ensure improved service levels and remove duplication of effort through automation where possible- To maintain, manage and deliver 2nd level support- Manage and deliver Field Services program of work and work closely with other infrastructure teams to deliver key network, server and logistics projects.- Deliver key desktop, print and Service Management outcomes by engaging and managing vendor relationships - Review and assess vendor performance and actively negotiate improved commercial outcomes

Project manage the delivery of key IT infrastructure initiatives. Deliver projects to schedule and budget including the management of resource. Maintain project schedules, mitigate risk and ensure delivery of financial outcomes with regard to budget, ROI and TCO.

Implementation and management of small to medium sized infrastructure projects. Maintain the groups’ project schedules, prepare rollup for management of overall program of work status and identify risk mitigation areas to ensure timely and cost effective delivery.

The role initially was to provide desktop, telecom and server support for Australia and New Zealand and subsequently Asia Pacific. Implement and manage timely and cost effective projects throughout the region for Microsoft server and back office applications. This role also included strong vendor relationship management for procurement of equipment.The final two years of the role encompassed project managing the infrastructure implementation for all major marketing events across Asia Pacific (previously Cisco Networkers now called Cisco Live), office moves and relocations with a strong IT Facilities focus throughout the Asia Pacific region.

Provide all desktop support for Head Office including PC, Macintosh and VMS based systems. Act as second tier support to interstate support teams. Evaluate, recommend and implement all software and hardware standards for the company based in Australia.

Produce, develop and test source code for application development environment, including the feasibility review of documents, bug fixes and providing relevant system documentation.

Act as a floating resource for the department by providing PC and clerical support to the relevant internal teams