As the Technology Business Partner for North and South America I act as the key focal point for customer interaction and support for all technology services and project delivery. I align IT strategy with Business standards and partner with stakeholders to create technology strategy and roadmap with clear prioritization and cost understanding. I also represent and champion business function needs to the wider Technology leadership. I am also responsible for partnering with the business and other IT teams on new technology introduction projects to communicate, plan for and ensure the business is prepared to deploy and support new solutions as well as overseeing the launch of solutions to help maximize the positive impact on the organization.

Responsible for Innovation throughout the Asia Pacific region while also working with the rest of the Innovation team in London. I investigate emerging technologies, organise and manage pilots, conduct process review and improvement as well as work on various projects in both management and advisory / assurance roles.Key achievements and projects managed:Manage sourcing, implementing and deploying an online timesheet solution for contractors employed throughout South East Asia.Manage many technology proof of concept trials across Asia Pacific.Design and implement dual language chatbots in support of our payroll team in North East Asia.Manage the successful implementation of a near realtime customer and client satisfaction suite.

Responsible for:- Problem Management- Change Management- Capacity Management- ITSM Environment- Managing relationships with Key StakeholdersOversee the Change Management and Problem Management processes within the APAC IT environment including chairing meetings, ensuring accuracy and validity of data and participating as the APAC representative to the Global CAB.Responsible for Capacity Management within the APAC IT Environment, chairing the Capacity Management meeting, capturing all metrics and reporting on exceptions and trends.Provide reporting on metrics captured within the ITSM software relating to Service Delivery including Incident, Problem, Change, Purchasing and Configuration Management, as well as adhoc reporting within APAC and Global environments as required.Working to continually improve the user experience for both Systems staff and internal customers within our ITSM solution including designing and implementing bespoke changes in accordance with existing ITIL processes.

I managed the Service Desk for offices in North and South America from the San Francisco office as well as providing secondary support to offices in Europe, New Zealand and Australia. While in this role I have worked to redefine KPIs with the APAC and EMEA Service Desk Managers, IT Directors and business stakeholders as well as continued to refine IT Processes for Incident, Problem and Change Management in line with ITIL principles. I have also been responsible for further changes to our ITSM software, Cherwell Service Management to ensure that our software matches the processes we have in place.I have been able to re-engage with customers in day to day requests / incidents and have maintained an excellent customer service reputation. I am also responsible for Incident / Problem Management and escalation - ensuring that the right resources are assigned to each outage.

Reporting to the IT Director APAC, I currently manage a team of support staff based in Singapore, Tokyo and Shanghai supporting over 1000 users in 23 offices across the Asia Pacific region. Dealing both with key stakeholders within the business as well as within the Systems team, it is my responsibility to define SLAs within the APAC business and ensure that these SLAs are consistently met by support personnel with regard to:• Incident Ownership times• Incident Closure times• Incident Closure numbersDrawing upon my extensive training in the ITIL framework I was responsible for delivering the service management structure used by all Systems staff globally and ensuring the continuing growth and education of the staff within my team to achieve a consistently high level of customer service to the staff we support.During this time I also worked as the Problem Manager and Change Manager for the Asia Pacific business.

As Senior Systems Engineer I reported to the IT Operations Manager – ANZ and was responsible for projects involving the testing and implementation of new hardware and software, undertaking visits to other offices to upgrade client / server software and hardware as well as bi-annual visits to offices without an on the ground IT support presence to take care of any unresolved issues. I also continued to provide all levels of support to staff within APAC.Some of the major projects that I personally handled during this time:• Upgrade of all PCs including installation of SOE via Ghost Imaging in Sydney, Brisbane, Auckland and Wellington.• Upgrade of MS Exchange Servers in Brisbane, Sydney, Auckland and Perth.• Complete replacement of networking equipment in Brisbane, Sydney, Auckland and Wellington.• Office Moves – Brisbane, Sydney CBD, Sydney Chatswood, Adelaide, Auckland and Wellington.• Setting up and running an extensive test of the Bond Recruitment Database, hosted in the Auckland office in conjunction with Bond, which included users from around Australia and New Zealand as well as the CIO of Robert Walters who attended from London.• Implementing a bespoke version of BMC Service Desk Express (Magic) to accurately meet the needs of Systems staff throughout the Region.• Office relocations in Sydney, Wellington, Chatswood.

Providing on the ground 1st, 2nd and 3rd level support to the New Zealand business as well as providing remote support to Australia and the rest of Asia Pacific.

Providing 1st and 2nd level support to all Robert Walters offices in the ANZ region.

Managing Mekon's contribution to the AIS project and working closely with numerous other companies and the representatives of EASA.

Providing all levels of support to the London business in addition to guidance and consultation to the Group's African operations.