Michael Armstrong Email and Phone Number
Executive Leader | Customer Experience | Business Management | Transport Operations at
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Sydney Trains
Michael Armstrong's Location
Greater Sydney Area, Australia, Australia
Michael Armstrong's Contact Details
Michael Armstrong work email
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- Valid
Michael Armstrong personal email
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About Michael Armstrong
As an influential executive leader, I have extensive experience in leading and managing large complex and diverse teams across customer, operational, project and transport environments, with proven results in team development and performance, customer and community experience, and building cohesive stakeholder partnerships. I am also specialised in delivering business and organisational transformation that has resulted in improved safety, customer focused outcomes, operational performance and reduced operating costs.
Michael Armstrong's Current Company Details
Sydney Trains
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Executive Leader | Customer Experience | Business Management | Transport Operations
Michael Armstrong Work Experience Details
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Director, Service ExperienceSydney Trains Nov 2023 - PresentSydney, New South Wales, AuLeads and directs the Service Experience CBD Region within the Sydney Trains Suburban Services Branch. The CBD Region has over 500 positions that work across the CBD City Circle line stations, Central Station precinct, and the Business Management unit comprising of the Service Experience Administration team. The role is responsible for leading, managing and supporting Business Managers, Customer Area Managers and the 24/7 customer facing station staff, within the geographically spread CBD Region to provide effective customer service and drive the performance of optimal customer satisfaction. The role also contributes to, and implements customer-centred strategic initiatives to drive and operationalise customer focused plans to improve customer engagement, safety and experience.
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Director, Delivery SupportSydney Trains Jan 2022 - Nov 2023Sydney, New South Wales, AuLed and directed a variety of Delivery Support functional units comprising of over 280 team members within the Sydney Trains Customer Experience Branch. The Delivery Support team comprises of various business units that support frontline customer service delivery such as Customer Readiness, Customer Logistics, Stations Customer Operations Support, Station Coordination, Schools and Community Programs, and the multi modal Fare Compliance Unit. The role provides critical stakeholder leadership in the development and planning of station support initiatives that enable customer delivery, assist with the coaching and development of frontline staff and educate customers of their safety and fare requirements.
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Manager, Rail Operations CentreSydney Trains Feb 2018 - Jan 2022Sydney, New South Wales, AuResponsible for the leadership and management of Sydney Trains Rail Operations Centre. The focus being on the delivery of combined operational, customer and maintenance performance of the Rail Operations Centre for day of operations. This included the leadership of functional teams of over 100 per shift over a 24/7 cycle, to deliver a customer centric culture that places the customer at the forefront of operational train control and incident management decision-making.
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Head Of Service DeliverySydney Trains Dec 2020 - Mar 2021Sydney, New South Wales, Au(also acted as Director Rail Operations Control at the same time for 2 months)Led the Service Delivery team in the Rail Operations Centre, which comprises Duty Control Managers, Network Incident Managers and Train Service Delivery Managers that delivers day of operations control functions, incident response and management, and customer centric leadership for all train services covering the Sydney and Intercity services in the Suburban and Greater Sydney areas.. The team covers a 24/7 cycle with up to 60 employees.
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Director, Rail OperationsSydney Trains Dec 2020 - Jan 2021Sydney, New South Wales, Au(also acted as Head of Service Delivery at the same time)Responsible for the senior leaders of the Rail Operations Control business units, ensuring a customer centric approach to day of operations control functions (monitoring and signalling management) for Sydney Trains and other modes on the rail network. These functions are: Duty Control Management teams, Signal Operations, Possession and Operational Risk Management. This role is accountable for the effective performance of each of these functions, ensuring key data and insights are reported appropriately directly to the Head of Operations Control. Total team numbers include 11 direct reports and 445 direct reports, covering the Rail Operations Centre along with dispersed teams and locations throughout the Suburban and Greater Sydney areas, over a 24/7 operating cycle.
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Director, Operations Delivery ReformSydney Trains Apr 2018 - Sep 2018Sydney, New South Wales, AuLed reform of key Operations Directorate business units as part of the Network Operations Reform program. This achieved streamlining of structures, new role descriptions, efficiency packages, cost savings, recruitment campaigns, implementation of new structures in the Rail Management Centre, and transition readiness for the new Rail Operations Centre.
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Senior Manager Transport Obligations And Rail IntegrationSydney Metro Nov 2016 - Feb 2018Sydney, New South Wales, AuLed a project team in the planning, development, evaluation and documentation of advice relating to the integration of Sydney Metro with Sydney’s wider rail and other transport networks as part of the design, planning and delivery activities of Sydney Metro.Key projects were Sydenham Junction & Station, Bankstown Line, Central Station, Track Access Possessions strategies, and the development of 52 Transport Obligations for the City & South West stage. -
General Manager Customer Service (Various Periods Relieving)Sydney Trains Dec 2013 - Nov 2016Sydney, New South Wales, AuLed the North West team of over 550 front line customer service staff across 70 geographically dispersed stations, managing a budget of $100m. Focus was on implementing new staffing structures and process improvements for efficiency gains and customer experience improvements.
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Stations Customer ManagerSydney Trains Apr 2013 - Nov 2016Sydney, New South Wales, AuLed the change in customer service and organisational culture for a geographically dispersed team of 80 front-line station staff located over multiple North Western Sydney locations. This also included implementation of major staff structural changes and processes that improved the customer experience.
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General Manager Presentation ServicesRailcorp Oct 2009 - Mar 2013AuLed Presentation Services division of RailCorp. Managed an annual operating budget of $67M with 841 staff, including 12 direct reports, across a large geographical area with multiple sites including 45 stations and 28 train stabling facilities. -
Sector Operations ManagerRailcorp Sep 2008 - Oct 2009AuManaged the operational, safety and business support function teams for ancillary business and customer services at multiple locations operating to a 24/7 cycle in the Sydney CBD region.This period also included a secondment to the Reform Project where as Project Team Leader I was involved in the review of station staffing resources and structures, and identified and delivered significant cost savings through improved operational efficiency.
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Regional Business ManagerRailcorp Apr 2004 - Sep 2008AuLed and managed teams of up to 875, across geographical spread locations operating to a 24/7 cycle, delivery customer service, operational effeciency, special event management, business and financial performance and safety improvements.
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Project Manager - Continuous Improvements & Strategic ProjectsState Rail Authority Of New South Wales Sep 2003 - Apr 2004Project managed business restructure and operations improvement initiatives to increase operating efficiency. -
Operations Advisor - StationsParramatta Rail Link Company May 2002 - Sep 2003Project liaison between the Parramatta Rail Link Company and StateRail for the development, design and construction enabling of the Parramatta / Epping - Chatswood rail link station designs
Michael Armstrong Skills
Management
Team Leadership
Change Management
Project Management
Project Delivery
Project Planning
Business Process Improvement
Transportation
Rail
Operations Management
Program Management
Procurement
Stakeholder Management
Contract Management
Process Improvement
Performance Management
Customer Service
Leadership
Public Transport
Rail Transport
Frequently Asked Questions about Michael Armstrong
What company does Michael Armstrong work for?
Michael Armstrong works for Sydney Trains
What is Michael Armstrong's role at the current company?
Michael Armstrong's current role is Executive Leader | Customer Experience | Business Management | Transport Operations.
What is Michael Armstrong's email address?
Michael Armstrong's email address is mi****@****.gov.au
What skills is Michael Armstrong known for?
Michael Armstrong has skills like Management, Team Leadership, Change Management, Project Management, Project Delivery, Project Planning, Business Process Improvement, Transportation, Rail, Operations Management, Program Management, Procurement.
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