Mark Woodrow Email & Phone Number

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.
• 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.