Supporting 12 countries across the Pacific Region, I was the main contact point for Technology engagement for change. I actively managed and influenced the allocation of resources for Technology delivery teams in Australia and India to drive changes. Building strong collaborative relationships with Heads of Pacific Business, in-country Chief Operating Officers and local IT Managers, I had to maximize return on the shared allocated budget across the region. Setting up the Pacific Prioritisation Committee, each initiative was given priority based on regulatory compliance, return on investment and benefit to the customer. I had also improved the financial reporting which empowered the business to make better investment decisions. After reducing “clutter” from the pipeline of work , I had significantly changed the perception the business had of Technology for being slow to deliver as new request were being reviewed, estimated and delivered faster. These improvements allowed my stakeholders to spend all of their allocated Technology funding for the first time in many years maximizing benefits delivered to our bankers and customers in the Pacific Region. In addition to my role, I also was the Implementation Manager for the Western Samoa Dateline Change Project supporting the move of the International Dateline, essentially skipping the 30th of Dec 2011. I gathered the business requirements (based on the Central Bank’s feedback), identified impacted systems and liaised with both Technology teams within ANZ as well as third parties like Microsoft. I drew up the implementation plan to ensure minimal impact to customers using ATM, EftPOS and Internet Banking services, as well as overnight batches and addressing interest charges on loans incurred on the non-existent day. The change was hugely successful with all system changes made within 2 hours of the date change. ATM & EftPOS services where back online within 20 minutes and Internet Banking within the hour.

As the Service Manager, I was the escalation point (on call 24 x 7 x 365) for ANZ's Chief Information Officer, Regional Heads of Business, In-Country Chief Executive Officers, Chief Operation Officers and IT Managers for the North Asia region (China, Hong Kong, Japan, Korea and Taiwan). I had to ensure internal ANZ support teams as well as 3rd parties providing service and support to ANZ subsidiaries in the region were adhering to their contracted service levels. I provided communications (verbal, email and packs) on major incident, change and achievements in the region. For the last six months in my role I also took on responsibility of the South East Asia region (Cambodia, Indonesia, Laos, Philippines, Singapore, Thailand and Vietnam). In addition to my role, I was nominated as the Asia Pacific Technology Representative for the:• Change Management Quorum (attendees included CIO, Head of AU Technology, Head of Technology Risk, Head of Service Management), with voting rights on all presented changes presented affecting Australia, New Zealand, India, APEA (Asia, Pacific, Europe and America) regions seeking approval. • Global Community of Practice for Global Service Delivery Management.• Global Community of Practice for Change Management.• Super Regional Network (SRN). “Go To” person for the Asia Region for SingTel Consortium to liaise with. Responsible for collation of information on current state , communication with stakeholders on program status, and coordination with in-country IT as network services were on-boarded by SingTel.• Royal Bank of Scotland (RBS) Integration - Technology War Room Manager (after hours, in country) for the RBS Integration for Hong Kong, Taiwan and Singapore.

With 22,000+ people across 30 countries, Getronics was one of the world's leading providers of vendor independent solutions and services of Information and Communication Technology (ICT). As a Service Delivery Manager (SDM), I managed some of Getronics’s major accounts in Australia (AXA, Medibank & Aviva) covering all aspects of account and people management. I managed teams of up to 30+ staff as well as a number of vendors across Help Desk, Desktop, File & Print, Email and Asset Management for up to 4000+ users across Australia, NZ, India, Japan and China across 100+ sites. My programs were seen as SDM incubators, with all of direct reports promoted to SDM roles in other accounts. Staff development was hugely important to me and empowering staff as well nurturing a high level of engagement contributed to our success and allowed me to also try new things. Appointing one of my Team Leaders to an acting SDM role, I took on the project management at AXA around the rollout and recovery of over 10000+ desktop, laptops, monitors and printers across Australia and NZ. The rollout was completed in 3 months, achieved a less than 3% recall rate and 99.99% of leased equipment being accounted for and recovered. Rewards & Recognition• Company award for my leadership managing the AXA account in 2003 and 2005.• International company award for outstanding service within the AXA account for service level achievement, customer satisfaction, service delivery model, continuous improvement and profitability, outperforming teams in France, Germany, United Kingdom, Belgium, Italy, United States and Japan.• Topped AXA’s yearly Internal Customer Satisfaction Survey for IT Services for achieving the highest rating of all IT resolver groups within the organisation in terms of customer satisfaction.• Invitation by Getronics HQ (Holland) to attend an International Conference in Bangkok to launch a global outsourcing deal with Phillips to share details of our success within AXA.