20+ years of IT experience across service delivery, project management, operations (infrastructure) and application development in local, regional (Asia Pacific) and global capacities including significant change management activities and functional business analysis. Industry experience in ICT, manufacturing, FMCG, management consulting, health, finance, superannuation and investments. I’ve held regional and/or global management positions for 10+ years. I've worked at all levels of the business - front line service desks, desktop support, infrastructure and data centre technical teams, development groups, testing teams, steering committees, vendors and liaising with IT and business stakeholders. Whether it's in-house, near shore, off-shore, MSPs or outsourcing,. Key strengths:- Infrastructure, Desktop and Application service delivery management (local, regional, global – 24/7)- Project management (Prince2, PMBOK, Agile, P3O) and functional business analysis- Stakeholder management including C-Level- Managing business critical incidents, including communication and post incident reviews and follow-ups with business and IT leaders- Managing high volume IT support centres (30,000+ incidents, requests, problems and changes per month)- ITILv3 processes - Incident, Problem, Change, Configuration, Capacity, Knowledge, Release, SLM and Financial management. ITILv3 Foundation certified- Service Delivery toolsets (VM Service Manager, Peregrine, Remedy, ConnectWise, Kaseya BMS) including development of tools to support ITILv3 processes. Development of reports within the toolsets and leveraging Data Warehouses.- Development and delivery of reports (e.g. Power BI, Bright Gauge, Cognos, Business Objects, Crystal, Excel) and scorecards (PowerPoint)- Supporting Desktop SoE environments (300 – 15,000+ end users, distributed sites)- Supporting Email & Smartphone environments (15,000+ end-users)- Supporting Exchange/O365 environments – on-prem, hybrid, cloud (1,000+ end users)- Data Centre operational support including migrations to Cloud platforms (e.g. Azure, AWS, Telstra)- Process development, continuous improvement, customer feedback surveys and training of others- Managing technical and development teams (2 - 40 people)- Recruiting and development of technical and operational management staff- Vendor Management and SLA compliance- Agile/SDLC development methodologies- Risk and Compliance including managing internal/external IT audits- 10+ years Managed Service Provider (MSP) experience- Review Project section with my profile.