Matthew Doyle Email & Phone Number

Sydney, New South Wales, Australia

Port Macquarie, Nsw, Australia

Within the first 3 months I setup a team to in an agile delivery sprint cycle to build, test and delivering from a backlog of over 300 items of high priority ITSM enhancements (Incident, Problem, Change, Knowledge, Agent Workspace, Platform and Integrations) on ServiceNowI’ve quickly established trust in our team through a partnership with our primary customers, our greater customer base and senior leadership to start delivering their top 10 items per process on the ServiceNow platform in Paris, with plans to regression test and mature with Rome.

Sydney, Australia

I ensured we maintained higher than expected system (>99.9%) availability for the Service Management Platforms – BMC Remedy and ServiceNow across the entire bank, for our customers in GroupTech and the greater businessI was recognised as a proactive adopter of our ‘Getting the Basics Right’ approach to embedding risk management practises and culture into our teams through our IT Key Control FrameworkI coordinated the re-platforming of SAP Business Objects (to 4.1) and Xtraction (to 2020.4 and to MS SQL 2019) without any unplanned outages or defectsI lead a team of data analysts and an outsourced Provider (Infosys) to deliver SLA results on time and within our customers expectations, always achieving some of GroupTech’s highest customer satisfaction results from over 1000 groupsSolely responsible for the risk, compliance and operational readiness delivery outputs to ensure our ServiceNow implementation (move from BMC Remedy) was operationalised and our customers well supported over a 2 year period

Sydney, Australia

I brought focus to reporting insights to the leadership team around customer satisfaction for incident and request management across the GroupI worked in a small team to identify key enhancements to improve the front end user experience for the SRM service request portal based on the BMC Remedy platform rather than disparate separate workflows, forms, links and manual activities

Sydney, Australia

I established a Configuration Management Process and Governance model in Westpac which establish a well maintained and understood CMDB, through a comprehensively defined data model (CDM) within a new installation of Remedy.I worked with key stakeholders to ensure the process was 'bedded in', understood, matured and that operationally, the CMDB commenced on it's path to providing a value proposition to the business and IT through process interfaces, dependencies and capabilities on the BMC platform.Change management maturity uplift to track changes with respect to the CMDB up from 2% to over 60% by 2014.

I was the lead for process design for the move from mainframe (Infoman) to BMC Remedy for the Change Management Process. This involved defining the process, standards, work instructions and policy for roll out to the IT organization (4,500 IT staff). I completed hands on training to many IT groups including partners such as IBM and TelstraAs part of the Enterprise CAB team I oversaw high profile, sensitive and high-risk changes to ensure my final approval changes did not impact the Group.

My role was to lead the two teams responsible for business wide communications for Major Incidents and for Significant IT Changes. This was a geographically disperse team based in Tasmania, Adelaide and Sydney.We successfully merged with the National Operations Centre setup to ensure communications were consistently clear and communicated with trust from our customers

Selected to define and operationalise a set of ITIL processes initially for Problem Management. Throughout the term of the contract, this expanded to Incident and Capacity Management for a project to roll out a Siebel based CRM ensuring the application was managed effectively to improve senior leadership confidence.

Selected to drive the team towards providing exceptional first level diagnosis, a high first call resolution rate whilst maintaining an exceptionally fast response to the staff of Nationwide News and Group (News Limited).

Provide second level technical support to the first level technical customer service area who provide Compaq Product Support to Australia

Provide over the phone Customer service to customers and dealers of Acer Computer products within Australia