Michael Weisman Email & Phone Number

Melbourne, Vic, Au

Melbourne, Vic, Au

Job Role:- Senior advisor to clients on supplier management best practices.- Lead client implementations for ISG’s CLMS and Third Party Risk Management (TPRM) cloud solutions, including project management and transitions to an outsourced Service Provider management service (service integrator Steady State).- Work with Sales to expand services for existing client portfolios.Key Responsibility Areas:- Partner with clients to drive operational efficiencies and assess supply chain risks across their Service Provider portfolio, through a data-driven approach of audit, digitisation, benchmarking, assessment and standardisation of contracted services.- Maintain a single source of truth of Supplier and Service Provider contracts for clients, providing visibility and accountability of Spend, Performance, Relationship, Risk & Compliance.- Oversee and support the service delivery operations, relating to ISG client services. - Manage client Service Providers directly to resolve outstanding process and data gaps & issues. - Stand up and lead governance forums with clients and internal stakeholders, to drive up end user adoption and ROI. Key Achievements:- Led global solution and service delivery teams responsible for the delivery of ISG’s cloud platforms and Managed Services, to clients in highly regulated industries.- Provided direct project management services into client organisations, ensuring seamless collaboration with project stakeholders while proactively engaging their respective business stakeholders. This fostered alignment between all parties, enhancing transparency and eliminating the need for a client-side project resource.- Uncovered $200K in service provider overcharges for a client, within two months of Go Live.- Reduced client training program commitments by 30%, ensuring better alignment with client goals and expectations. - Influenced internal technology functions to ensure client needs were factored into solution design.

Job Role:- Service Management ownership of a $30M annual enterprise customer portfolio across Voice, Data, Network, Cloud and Collaboration.- Work with Sales to expand services for existing customer portfolios. - Own and lead customer advocacy across the customer base.Key Responsibility Areas:- Management of service delivery, providing governance and support for service activation, assurance and billing escalations.- Ensure adherence to agreed SLAs.- Facilitation and leadership of stakeholders to deliver solutions and services, through a deep understanding of customer needs and service gaps, as well as a clear understanding of accountabilities.- Lead 24x7 Major Incident resolution and project delivery issues & gaps.- Champion Problem, Risk and Change Management for customers, ensuring smooth service operations.- Own and drive Service Improvement Plans (SIP) to meet customer expectations and ensure customer retention. Key Achievements:- Optimised Telstra incident escalation workflows that supported a large retail customer with 700+ sites, resulting in a consistent uplift of monthly SLA attainment from 85% to 95%+.- Participated in a winning commercial bid for a large national customer, worth upwards of $7M across a 5 year contract.

Owner of the strategic and operational delivery of Application Presentation & Delivery, SOE and End User devices lifecycle, Remote/Onsite 2nd Level User Help & Support, Executive Services, End User license management, Email Gateway Security.Management of suppliers to ensure successful delivery of services and outcomes that support Australia Post's Corporate, Logistic and Retail business units. This included supporting suppliers' strategies, growing relationships between suppliers and internal customers/stakeholders in order to increase effectiveness of delivered services, ensuring services are delivered according to agreed SLAs and are robust in nature and deliver value for money.

Melbourne, Australia

The primary purpose of the role was to ensure all aspects of support and client engagement were delivered against existing client contracts. Key to the success of the role and overall account retention, was being trusted by clients, keeping promises and delivering on-time. To do so, the role required a deep understanding of the underpinning client contracts and associated deliverables, the intricacies of delivered solutions at both a technical and operational level and the clients changing needs. • Build and maintain strong client service delivery relationships, by proactively advocating for the clients’ requirements and when needed, negotiate for resources to ensure appropriate delivery of the agreed client contract.• Work with internal support teams to maintain Operational Level Agreement performance in accordance with Service Level Agreements.• Escalation point for timely resolution of high severity support incidents and responsible for Incident Management communications to my clients.• Participate in ITIL Problem Management processes as a stakeholder, driving solution root cause and process improvements.• Participate in ITIL Change Management processes as a stakeholder, advocating and approving changes to clients’ services.• Engage with clients and stakeholders regularly, to understand their changing needs and help them develop a perfective maintenance program.• Work with internal support teams to develop a Continual Service Improvement program for supported clients.• Increase cost effectiveness use of support resources both internal and within client contracts.• Provide monthly reports including; Service Level Management and KPI statistics, change requests and maintenance activities.

Melbourne, Australia

Council's internal IT landscape is diverse and complex, with over 100 internally supported applications and large portfolio of disparate systems with custom integrations.Council employs 700+ staff, across 13 sites.Being a senior role, the position reported to the Head of IT.RESPONSIBILITIESManaged the delivery of End User Computing to Council’s 700 staff, including the Helpdesk function, Desktop services, telco Voice & Data services, Unified Communications, Printing services, as well as mobility solutions to over 250 staff.Managed ICT capital projects and service improvement initiatives, resulting in an increase in service improvements both to Council’s internal and external customers, as well as customer satisfaction. Ensured Council’s IT Security and Data Controls were enforced through adoption of Australian Government ICT security best practices. Participated in regular internal and Government imposed audits and was responsible for the remediation of Medium & High risk areas.Managed the deliverables and performance of numerous outsourced ICT service providers and vendors, ensuring that as agreed in contracts, Service Levels were optimized and achieved.ACHIEVEMENTSAn all-time high 82% customer satisfaction rating at the end of 2015.$50K per year operational cost saving through an implementation of a new council wide print/copy solution.Large project implementations up to $1.1m in value, including development and deployment of new desktop operating environments, a corporate email system replacement, 1000 PC refresh.Implemented Council’s first Software as a Service (SaaS) IT call logging system, based on ITIL best practices, including a self-service portal and request tracking functionality.