The Australian Defence Force’s ERP SAP S/4 HANA implementation program seeks to modernise, integrate, and transform Defence’s approach to Military Planning and Operations, Finances, Human Resources, Logistics, Engineering, Maintenance and Estate. The Disconnected solution is currently being developed to enable operations, exercises, and wartime deployments to take place when only limited or no communications are available to the National Support Base. The Disconnected solution will be rolled out across Army, Navy and Airforce over several years and covers:• Basic Engineering & Maintenance• Supply Chain Management• Procurement• Military Planning and Operations (Force Elements etc.)• Human ResourcesThe role of the Disconnected Delivery Lead is to deliver the integrated and deployed solution by working with the core streams and the SAP Defence Interest Group (DEIG – a body of member nations including but not limited to Germany, Netherlands, Canada, USA, and Italy etc.).Key Responsibilities:The Disconnected Delivery Lead will oversee the Defence ERP Disconnected solution to deliver a fit for purpose solution with respect to the following aspects:• Solution Design (Functional and Technical)• Team Management• Change Management• Test and Evaluation• Implementation

Responsible for managing and overseeing the development and integration of the Lifecycle Management Program for the Landing Helicopter Dock (LHD) ship class (HMAS Canberra and HMAS Adelaide), including leading, facilitating, coordinating and providing direction to ensure that the benefits of asset management are realised in an efficient and effective manner.• Plan, organise, coordinate, control, integrate, monitor and evaluate effective lifecycle activities for theassigned area of responsibility;• Conduct lifecycle analyses and lifecycle optioneering to determine the optimum mix of preventativeand corrective maintenance measures and engineering/ configuration changes;• Develop and implement an effective and efficient condition assessment and programme for theassigned area of responsibility;• Develop, implement, monitor and actively manage lifecycle strategies and plans to achieve the LHDAssets capability and sustainability while optimising the Total Cost of Ownership; and• Liaise with the Senior Reliability Engineers and Asset Management Systems Engineer to define robustprinciples, methodologies and actions to resolve defects and failures.

• Internal Business Transformation/Improvement role (Road to Agile Competitiveness and Excellence)• Stakeholders: APAC Country Service Department Heads and Headquarter Initiative Leaders to identify/implement initiatives for cost savings and margin improvements• Reporting on margin improvement numbers for Global

Line Management of 4 service delivery teams, NSW, QLD, NT, total of 24 staff

Workforce ManagementReporting on Contract DeliverablesRegular meetings with Customer StakeholdersCustomer Relationship Management

Full-Time onsite role in a Managed Services Contract at Australian Federal DepartmentWorking in secure environmentConduct Data Quality audits within/between the following systems: AMPS Ship, AMPS Shore, CMT.Loading of Remediation data packets in AMPS Ship or Shore systems.

Technical consulting engagements for OpenText ECM productsBusiness Development activitiesTeam Management

Technical ECM consulting engagements within APAC region

• Assumed full responsibility for APAC region’s Level 1 and 2 Customer Support for all products (7 teams, ~25 staff). Some teams working in a 24x7 Follow-The-Sun roster.• Single point of all Customer Support related management / escalation issues in APAC.• Improved relationships and linkages between Customer Support and all internal departments (Sales, Services, R&D), e.g. focus on support issues of a particular customer before impending close of a deal or sales call.• As part of a partner agreement with SAP, delivered Support Services to SAP customers under compliance to SAP-specific call center SLA’s and processes.• Motivated, supported and developed team members keeping retention level as high as possible. At the same time monitoring staff performance with changing measurements and striving to improve performance.• Focus on improving staff’s communication skills.• Regular involvement with commercial negotiations to ensure continuance of software maintenance payments.• Assimilation of new support teams and products being added via acquisition.

• Managing the practice for Archive Server based products, providing Professional Services, Customer Support and Learning Services, through separate teams.• Professional Services and Learning Services: complete sales and delivery cycle of a project, including RFP responses, customer bids, technical architecture, contract negotiations, detailed design, planning, development through to rollout and support. Forecasting. Resource planning using permanent staff, partners, contractors, as well as OpenText overseas resources.• Customer Support for Archive Server based products: 24x7 Follow-The-Sun roster, for OpenText’s direct customers in the region, but through a Partner agreement also for customers of SAP AG using SAP’s support interfaces in compliance with their SLA’s.• Also responsible for Learning Services across all OpenText product groups: advertising and selling of classes, trainer resourcing, streamlining of training deployment including distance learning.

• Managing customer support teams for Archive Server based products and OpenText Content Server.• Archive Server team delivering a mix between customer support duties and running shorter technical consulting projects like installations, upgrades, migrations , and trainings, but also longer projects like implementation of Email Archiving, File System Archiving, Content Server Archiving, BPM.• Management of Issue Escalations, Resource Scheduling, Hiring, New Hire Training • Principal technical knowledge on the Archive Server and SAP products.

• Leading a team of up to 7 Technical Consultants disbursed over up to 4 locations (Sydney, Melbourne, Singapore, Kuala Lumpur) delivering Technical Consulting, Customer Support and Technical Trainings as detailed below in the role from Jan 2001 to Jun 2003.

• Technical Consulting: delivery of implementation, upgrade, migration projects around IXOS Document/Data Archiving for SAP R/3 and Email Archiving products at major Australian companies.• Customer Support: when in the office, working on support tickets. APAC support working as one of three global support centers working in Follow-The-Sun mode 24x7.• Technical Training: conducted trainings for customers on IXOS’s SAP based products, mostly 4-5 days, in-house and on-site.

• Technical Consulting: delivery of implementation, upgrade, migration projects around IXOS Archive Server and Document/Data Archiving for SAP R/3.• Customer Support: when in the office, working on support tickets. Different roles starting from first level customer support up to top level support. The top level support team channels worldwide customer issues to R&D and Product Management teams.• Technical Training: on-site and in office customer trainings on IXOS’s SAP based products.• 3 months secondment to U.S. based office to help build up local skills in Customer Support and Technical Consulting (1997).• 7 months secondment to Singapore to help build local expertise in Customer Support and Technical Consulting (2000).