Michael Heath Email & Phone Number

Wellington, New Zealand

Wellington & Wairarapa, New Zealand

London, United Kingdom

Orderwork was acquired by Empowered SMS Ltd, my role moved into primarily Software Project Management back-filling the PMO team on Infrastructure deployment projects where required. My major focus was the development of internally developed software platform “Empowered Portal” and Salesforce to meet business requirements.General responsibilities include planning, stakeholder management, risk analysis, project progress reports, task assignment, test cases authoring, troubleshooting, team management, customer / Internal escalations, metrics, knowledge transfer and mentoring and bug triaging.Responsible for management of internal and external development teams in the UK and India. Management of Hosting provider. Service /performance reviews, KPIs / metrics, task assignment, service level management, financial management.Work with internal business units to capture, define and document requirements - record requirements in JIRA and prioritise to determine which release cycle requirements will be deployed. Define and document business processes.Testing management - Quality Assurance, Regression, User acceptance testing. Utilize ITIL processes to manage incidents, problems, changes / releases to ensure business continuity and continual service improvement. Overall ownership of SDLC Projects and BAU - write business cases and project initiation documentation aligned to Prince2 processes - maintain development road map and report progress of projects at board level.Back-fill for Empowered PMO team managing small to large deployment projects including UC, Wireless, Routing & Switching, Security / Firewalls (CISCO / HP / MS), Desktop, Cabling.

London, United Kingdom

Service Delivery Manager for at800 account –Service Desk, SaaS platform, IT / Dev resources, documentation, ITIL processes, managed Exit Project ITIL Internal development project – Developing internal processes and policies around – Change Management, Release and Deployment Management, Continual Service Improvement, Incident and Problem Management, Service Asset and Configuration Management, Validation and Testing, Knowledge ManagementRetail Project – Sony Europe on-boarding and Service delivery Management – Supplier Management, System Development, Service Level Management, Contract Negotiation, Financial Management, Training, DocumentationProject Management of Orderwork’s office move – 30 Staff, IT system and Phone migration Project Management of Window’s 7 deployment projects – Argos, Homebase, FA CountyProfessional Services – Respond to opportunities from Sales (resource, scope, price, deliver). Supplier management, project management, IT Recruitment, development of support contract offering.Service Delivery Management Internal IT / Development team, ITIL, supplier management.

Sydney, Australia

 Act as the main point of Customer contact for the Contracted Services on all aspects of the Contracted Service Levels to senior Customer representatives.  Build strong Customer relationships Manage service delivery & the Service Level Agreement, responsibility for managing the Contracted Services against their respective SLA’s, and liaising with the Business Units to achieve this.  Service Reporting and facilitation of service reviews with the  Develop Continuous Service Improvement Plans.  Control changes and manage service availability/continuity, acting as Fujitsu’s principal person responsible for managing change to Contracted Services with the customer.•  Major Incidents or service disruption, overseeing the performance of the incident management process and acting as an escalation point for service issues requiring management intervention or attention.  Root cause analysis and problem management, implementing corrective actions. Financial Management, ensure all billing, invoicing etc. associated with services is completed and is correct. Responsible for maintaining profitability while delivering high level of services.  Transition Management, transition of new Customers into BAU, facilitate the service commencement /on boarding processes. Process creation and documentation, work with the Customer and internal Business Units to define processes and creation of procedural documentation.

 Day to day management of team of resource coordinators. Training of new staff and up-skilling of current staff Service Continuity - Manage daily responsibilities, staff roster, leave requests Escalation Management, acting as main point of contact within the Service Desk for Service Delivery Team and other Field Services business units Reporting; o Staff activity o Phone KPI complianceo Aged Calls Daily Reporto SLA about to Breach daily Reporto Calls untouched daily Report Conduct interviews for new staff Conduct annual performance appraisals Incident Management with focus on meeting SLAs and reduction of aged calls. Drive Service Improvement – working with Service Delivery Team and other business units. Process Documentation and implementation T&M call identification and process implementation – Calls not within the Contracted Service Level Agreement identified and updated/closed correctly to ensure maximum revenue.

Day to day management of resource coordinators.Training of new staff and up-skilling of current staffService Continuity – Management of daily responsibilities, staff roster, leave requestsEscalation Management, acting as main point of contact within the Service Desk for Service Delivery Team and other Field Services business unitsReportingConduct interviews for new staffConduct annual performance appraisalsIncident Management with focus on meeting SLAs and reduction of aged calls.Drive Service Improvement – working with Service Delivery Team and other business units.Process Documentation and implementationT&M call identification and process implementation – Calls not within the Contracted Service Level Agreement identified and updated/closed correctly to ensure maximum revenue.