Mark Woodrow Email & Phone Number

Brisbane, Qld, Au

Brisbane, Qld, Au

Brisbane, Queensland, Australia

• Established and directed a contract governance committee with leadership members, improving service assurance across a diverse portfolio of 200+ externally sourced IT products and services.• Implemented new processes and reporting to enhance contract management activities, increasing engagement with stakeholders and uplifting capability to plan for successful contract extensions.• Routinely facilitated engagement with service owners and vendors to assess contract scope, performance, value for money, and alignment of services to strategic objectives.• Coordinated and supported multiple teams to achieve savings of $3.6m towards IT operational costs in FY21.• Developed reporting and analytics against budget and contract spend data, improving forecast accuracy of a $30m+ IT OPEX budget.

Brisbane, Queensland, Australia

Brisbane, Australia

• Developed vendor management reports and dashboards for senior stakeholders, increasing transparency of service performance, financial status, and vendor relationship matters.• Chaired service delivery meetings with strategic vendors, holding responsible parties to account for priority objectives and driving process improvement.• Implemented various process improvements to incident and service request management, increasing task efficiency and end-user satisfaction.• Led the uptake of a new contract management system, building future capability for contract management activities.• Acted as a records management local-user-expert, assisting my team with developing a new file structure for vendor and contract management documentation.• Acted in the software licensing and asset management role, working with service owners and vendors to understand entitlements and cost models.

Perth, Australia

• Managed the change and release functions for customer billing and asset management software platforms.• Greenfield role implementing new processes and procedures, providing a successful framework to uplift system capability and restore stakeholder confidence. • Coordinated a team of analysts and developers, supervising the delivery of software enhancement projects and successfully achieving both system and business process efficiencies.• Established trust and rapport with end-users and system owners, allowing effective elicitation, analysis, and production of business process documentation.• Successfully developed and implemented best-practice ITIL change management policies and procedures for use within the department and across third-party vendors.

Perth, Australia

• Significant participation in a successful managed IT service provider transition programme, guiding third party support team leaders, developing new processes and procedures in line with best practice ITIL methodologies, and establishing positive stakeholder relationships that built the foundations for effective service delivery.• Coordinated the design and implementation of a new IT self-service portal, receiving outstanding feedback from end-users on the improvement to incident and service request processes.• Coordinated the establishment of reporting frameworks in line with contractual SLA obligations, and built effective and trustworthy relationships with third-party support providers.• Developed business-facing reports for printing, telephony, and procurement consumption.• Consulted extensively in the selection, design and implementation of end-user computing solutions including computers, printing, meeting room technologies, video conferencing, and IP telephony systems.• Coordinated the successful implementation of multiple ICT infrastructure projects, including network hardware refreshes, IP telephony rollouts, and office relocations in both metro and regional locations.