Martin Shears Email & Phone Number

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Led customer and staff engagement from the portfolio, initially more hands-on while establishing maturity across delivery and later more toward facilitating and coaching. Prepared and presented to product reference group meetings; presented on behalf of portfolio at customer user forum; and coached team leads, product owners and project managers.Provided a customer and change lens at a portfolio level to ensure desirability of product delivery.Introduced change management oversight and procedure to portfolio delivery to improve the likelihood of change success.Established a single view of change and engagement to align activities and where possible avoid overloading customers or teams.Worked closely with relationship management to ensure the voice of the customer present in delivery.Ensured customer escalation to portfolio team actioned or ownership transferred.Played a key role enabling and facilitating through organisation wide celebration of accomplishments (Accomplished Party), fun culture (activities, tv themes) and planning process (Uber Planning).Key contributor to organisation-wide planning expansion to shared services. Provided training to new starts on HAMBS ways of working (SAFe adaptation).Key contributor to a positive onboarding experience within the portfolio team.Coaching for new and growing members of the portfolio team in knowledge and ways of working to deliver value.

Adelaide, Australia

Ensured all customers were actively managed, appropriately serviced and knowledge collected to inform future planning across myself and a small team of relationship managers.Successfully delivered of customer user forums facilitating feedback driven themes and organisation wide contributions.Supported and advised on customer engagement from other teams for quality and consistency.Established and maintained high customer satisfaction levels for relationship management while working with other teams to understand their customer feedback and drive improvement.Formalised a community operational meeting held twice, weekly which to date remains one of the best received changes to customer engagement.Introduced relationship governance/alignment meetings with most customers based on mutual value.Proactively identified, recorded and managed customer orientated risks.Participated in leadership development with peers, including a very positive 360 review showing strong relationships in all areas of the business.

Adelaide, Australia

Built relationships with customers, partners, teams and with each other through sharing perspective, humanising others and finding common value resulting in less waste and better outcomes.Trusted advisor for customers to get best value from HAMBS products and services.Drove product and service innovation through identification of customer opportunities and pain points.Voice of the customer for teams bringing the why and impact for better informed decision making.Supported customer engagement with the creation of product teams and customer reference groups.Developed the Proposal Development Process; developed customer proposals (10-400k); internal sponsor for multiple customer and partner projects. Participated and provided support for conference events for HAMBS customers.Contributed to organisation and execution of internal staff events.

Marden, South Australia 5070

Led and managed projects through business case, initiation to close.Engaged internal and external stakeholders- Project steering committees (executive managers) providing options and recommendations to obtain key decisions - Areas of IT (business analysis, development, testing, database, network, systems, service desk)- Customers through executive management to users.Responsible for project delivery of IT projects as part of a 3-year Modernisation Programme (enterprise architecture approach to transforming legacy application) in the health insurance industry.- Infrastructure foundation- Web Services development- Product readiness- Customer communications across 23 customers and onboarding across 10+ customers.Delivery of a project to enhance a data warehouse.Customer communications management for a Mobile App projectKey contributor to IT PMO process and template improvements based on lessons learned.

124-130 South Terrace, Adelaide

Member of Project Management OfficeSuccessfully delivered $400k project to budget, schedule and managed changes to scope• Enhancements to stabilise multiple bespoke (Delphi, .Net) in house applications (finance, inventory) critical to harvest operation at both head office and remote sites• Vendor engagement (Iocane) and transition of legacy application (AS400) to outsourced hosting and support arrangement• Use of iterative delivery methods to reduce risk (scope creep impact on project delivery)• Detailed implementation planning to coordinate multiple active sites (country and terminal)• Procured external consulting to assist in implementation planning and SDLC tools/process• Active project team varying from 6 to 15 staff• Customers internal only, primarily grain and finance operationsClosed project at completion of initiation with invalid business case (under estimated cost) after project costing and validation of expected benefitsProjects delivered adhering to Viterra IT PMO Project Delivery Framework• Cost, issue, risk and change management• Weekly status reports• Strict project phases controlled by quality gatesEngaged a broad set of stakeholders• Project steering committees (executive managers) providing options and recommendations to obtain key decisions • All areas of IT (development, database, network and systems infrastructure, tester, service desk, desktop support, asset management, and change control)• All levels of management from executive to team lead to ensure alignment of expectations• Head office and remote sitesKey contributor to IT PMO process and template improvements based on lessons learned

Adelaide, Australia

Member of Project Management OfficeManagement of projects throughout the project lifecycle including initiation, planning, executing, monitoring & controlling, and closing. Key activities include:• Capture of business requirements & scope management• Cost tracking – Effort, Capex, Opex• Schedule management – WBS, Critical Path• Project risk management• Stakeholder management• Project reportingMajority of projects primarily focused on new product development (internet & telephony services, content) delivering services for end customers requiring functionality in areas such as:• Customer signup• Service activation (provisioning)• Service mediation (usage)• Customer billing• Customer web tools• Staff support toolsOther projects include enhancement to the mediation system (scalability) and establishment of business intelligence capability (hardware, software and people)Software development lifecycle followed primarily waterfall and iterative; agile/scrum 11 monthsTechnologies covered in projects include Perl, Java, PHP, C, Web Services, Postgres, Oracle, Broadsoft, Cognos, Service MixNon software development deliveries include management at a high level of some system and network developmentProject expenditure ranging from $50K to $1,000KConcurrent projects ranging between 1 and 5 (no more than 2-3 highly active at any point in time)Project teams ranging from 2 to 16 staff consisting of business analysts, software developers, system administrators, network engineers and database administratorsCustomers internal only, covering all areas of InternodeInteraction with external parties:• Integration of 3rd party software (Webfones)• Integration of wholesale interfaces (Optus)• Business Intelligence consultant (DWS)Prince 2 Foundation training

Provide leadership and management of the day to day activities of the Technical Operations Software Support team, offering assistance to staff and guidance as necessary.Lead and manage small projectsDevelop, implement, maintain, and measure effective processes and procedures that continually improve service to our internal customers. Encourage, maintain and develop a professional business relationship with internal customers by providing a prompt, efficient and professional service at all times.Manage staff assigned to the Technical Operations Software

Programming languages: Perl (and 6 months in Java)Participate throughout the software development lifecycle - Analysis, design, implementation and verification, deployment and maintenance of systemsProvide informal leadership by way of mentoringDevelop and monitor work plans for other team membersContribute towards ongoing improvement of processes and knowledge baseReport to project and functional managersNotable projects include:• Design & implementation of Service Manager (service provisioning engine)• Design & implementation of ADSL provisioning• Enhancement of IP management system• Enhancement of billing system performance

Programming language: PerlTo maintain authentication software, credit card gateway, customer billing, financial reporting and customer management systems.To contribute towards any of our other systems as required such as DNS, mail and www.Receive requests from, coordinate correspondence between, and establish requirements/specifications from all internal entities for the above systems.Design and implement new functionality for the above systems.Maintain and correct existing functionality for the above systems.Prioritise and delegate tasks relating for the above systems.Source and reference of software development and programming for other employees.On call to help troubleshoot and fix problems for the above systems and occasionally assist in troubleshooting network problems.Monitor system logs and automatic email notifications for problems.Stay informed of security patches as they are made available and update current systems.To centralise and standardise all of the above systems.

Administration and technical configuration of corporate services

Internet helpdesk

Internet helpdesk

Master Of Business Administration (M.B.A.)

Bachelor Of Science, Mathematics & Computer Science