Mark Smith Email & Phone Number

Adelaide, South Australia, Australia

Leading the Desktop Services team for the delivery and support of both Desktop and Mobility solutions for the Adelaide Airport staff and ADL Terminal 1 environment. Performing contract and service management for numerous vendor partners for the delivery of Telecommunications services, application and service support.

Adelaide, South Australia, Australia

• Managed the support transition to the Internal and External Production Environments for the rollout of Windows 10, Office 365 and New Webex Conferences services to the Westpac Banking Group. This involved developing.
• Develop and implement the Project Support strategy.
• Perform Resource forecasting and provide management reporting.
• Stakeholder management to ensure Support teams and Vendors remain committed throughout the project.Achievements:
• Seamless implementation of support processes with the IT Service Desk and 2nd level support teams.
• Formal recognition feedback received from key stakeholder for the services delivered.

Adelaide, South Australia, Australia

• Responsible for overseeing and improving the quality of Technology Service Delivery to the Collections and Institutional Banking Business Divisions of the Westpac Banking Group. (circa 1,500 users located in Adelaide.
• Monitor External Vendor performance against SLA agreements
• Drive continuous service & efficiency improvement.
• P1 / P2 Major Incident escalation and post review assessment Achievements:
• Implemented support portals and ITIL incident management processes to improve support handling efficiency and understanding of issues for Offshore users (Online Utilisation increased from 3% to 90%).
• Worked collaboratively with support teams to lead effective ITIL Problem Management strategies to reduce re-occurring incidents and major application outages (50% incident reduction for Collections Adelaide &.

Adelaide, South Australia, Australia

• While leading the St George / BankSA Service Desk with 4 direct reports and responsibility for 35 FTE, I also managed the Fujitsu Vendor Relationship for the national delivery of SLA’s for ATM, EFTPOS and Workplace.
• People Leadership & Service Delivery
• Continuous Improvement
• External Vendor Relationship ManagementAchievements:
• Implemented Knowledge Management programme based on KCS standard and ITIL methodology improving call handling efficiency by 25% and incident reduction by 30%
• Service Desk recognized as operating at World Class Levels (CoBIT review 4.6 / 5 by Lucid IT).