This position is responsible for leading the onshore IBM Collaboration team (10 staff) and integrating the off-shored Collaboration team (25 team). The other component of the role was the Service Delivery lead role whic was responsible for managing the relationship between the IBM Collaboration Team and NAB internal departments.Responsibilities and Achievements:• Management and mentoring of a team of Technical Collaboration Support Professionals across Australia and India• Focused on process improvement strategies and operational success• Personally involved and championed the 3-2-1 program where we have managed to move many basic support functions from level 3 to level 1 support (Service Desk).• Travelled to New Delhi to enhance and consolidate the process knowledge gained by off-shored staff.• Responsible for the service restoration of company critical applications. Activities involved attending CRITSIT (critical situation) meetings once a high severity incident had been identified, problem management to determine root cause and working with the customer in SRP (Service Protection Forum) meetings to under impact, outage duration and problem identification.• Managing the delivery of Collaboration Services to NAB in a professional manner, creating positive customer satisfaction and representing senior management to the customer.• Liaising with third party vendors that assist with service provisioning to NAB.• Reporting to senior management with weekly progress reports.• Managing customer expectations to allay fears of service outages.• Hiring of staff that have the adequate knowledge and experience to deliver a service to a high level.• Change Champion – understanding the ITIL Change Management process IBM implemented for NAB.• Drive service improvements in application availability, service quality and cost effectiveness through the implementation of ITIL-based services.• Lead for the Collaboration Knowledge Transfer to off-shored resources.

Team Leader of the Exchange Engineering Services team that specializes in the provision of advanced collaboration solutions for applications that assist in the sharing and transfer of data and services. Such applications are email, faxing, archiving, mobility, conferencing etc.In this role, the responsibilities are two-fold:• Responsible for the management of a team of 10 that delivers collaborative solutions such as Email, Mobility (BlackBerry), Office Communicator and Faxing services in Australia on the BHPBilliton account• Global Product Owner (Subject Matter Expert) for Collaborative Services delivered on the BHPBilliton account.The main responsibilities of the role were:• Lead the MDS Collaborative Engineering Services Team in the provision of advanced collaborative services for all Exchange and collaborative related services.• Product Lead for BlackBerry service sold to BHPBilliton and BlueScope Steel.• Responsible for effective monitoring, maintenance and management reporting strategies and processes for the Microsoft Exchange Environment.• Responsible for ensuring that Service Level Agreements and operational parameters are met or exceeded where dependent on MDS Engineering Services.• Ensure team documentation of procedures and adherence to approved processes.• Build an effective team of technical professionals with strong customer and service delivery focus.• Liaise with vendors to understand current and future technology trends and products.• Understand and comply with the CSC Australia core business processes and assist in process improvement initiatives.• Assist and evaluate new business proposals for their correctness with respect to technical content and business requirements.• Induction Coordinator and was in the CSC Capable Change Leaders training stream.

To ensure the operational and financial success of BHP's Global Messaging infrastructure (25,000 users), and to be the focal point for inquiries from:Customers (existing and potential), the BHP Information Systems Community, Product Management and Customer Service, Account & Business Managers.• Ensuring the provision of the highest standard in delivery of the service through a team of 15 permanent and contract staff;• Defining and maintaining the financial model of the service;• Regularly monitoring and reporting on the financial performance of the Service with regard to revenue and expenses;• Determining and implementing cost reduction initiatives with reference to the delivery of the service and industry benchmarks;• Seeking methods of improving operational aspects of the service;• Directing and/or managing project activities (eg. upgrades and installations) associated with the Service's infrastructure; and• Planning for future infrastructure upgrades and enhancements.