Margaret Munro Email & Phone Number

Sydney, Australia

mcrIT has been providing reliable, simple and convenient IT managed and professional solutions for Government, Corporate and SME’s for over 30 years. mcr has strong alliances with all of the industry leading technology partners, specialising in networking and security, including Cisco, HP, Check Point, and Blue Coat and is a Cisco and HP Gold partner.This was an exciting time to join mcrIT, with recent investment in both refresh of end-to-end systems and engineering skills and… Show more mcrIT has been providing reliable, simple and convenient IT managed and professional solutions for Government, Corporate and SME’s for over 30 years. mcr has strong alliances with all of the industry leading technology partners, specialising in networking and security, including Cisco, HP, Check Point, and Blue Coat and is a Cisco and HP Gold partner.This was an exciting time to join mcrIT, with recent investment in both refresh of end-to-end systems and engineering skills and capability development. Within this newly created role, my focus has been on developing new managed and professional service product offerings to our clients and meeting the three-year strategic target. Delivery of ITIL-based managed services and development of the operational team was key in doubling the managed service clients over this time. Show less

Sydney, Australia

Led the completion of a highly customised implementation of IR Prognosis for a leading Australian Bank to enable it to meets its critical Singapore payments compliance obligations, interfacing Singapore and Bangalore based testing and operational teams. Developed commercial agreements for Australian telco implementation of IR Prognosis toolset to support its clients unified communications environment.

Sydney, Australia

A member of the leadership team, accountable for client managed services (request fulfillment, assurance, engineering and billing, BI, vendor management and remote service desk), and ensuring a smooth and trouble free experience for our Australian clients’ footprint. Developed business strategy into IT strategy and business plans / operational models to best-shore design and transition of front-line functions, retaining key services in Australia. Leadership and development of 25 x staff… Show more A member of the leadership team, accountable for client managed services (request fulfillment, assurance, engineering and billing, BI, vendor management and remote service desk), and ensuring a smooth and trouble free experience for our Australian clients’ footprint. Developed business strategy into IT strategy and business plans / operational models to best-shore design and transition of front-line functions, retaining key services in Australia. Leadership and development of 25 x staff into tight-knit operating teams across multiple disciplines. Led teams through a period of significant technical and organisational change.Executive director of Gen-I Australia Pty Ltd and TCNZ Australia Investments Pty Ltd Show less

Sydney, Australia

Defined, developed and managed Gen-i’s entire portfolio of enterprise service offerings in Australia. This role involved working across every part of the business, ensuring delivery and support exceeded client expectations. Developed product and market analysis to feed into annual business plans and product strategies. Performed solution lead (technical, process, commercial) across multiple technologies in transfer of client services to a new provider.

Sydney, Australia

In this period, I developed from technical lead to business owner for all managed voice and contact centre services within Australia for Gen-I, encompassing new sales and P&L ownership of operational products and services. In addition to managing a direct team of 6 designers and being financial responsibility for a significant operational budget, I continued to provide technology design and cost benefit consultancy to our clients. This included performing a trusted advisor role for new… Show more In this period, I developed from technical lead to business owner for all managed voice and contact centre services within Australia for Gen-I, encompassing new sales and P&L ownership of operational products and services. In addition to managing a direct team of 6 designers and being financial responsibility for a significant operational budget, I continued to provide technology design and cost benefit consultancy to our clients. This included performing a trusted advisor role for new contact centre solution in a major client, developing business requirements and assessing the vendor responses through to recommendation, contract negotiation and design authority across the resulting program.Managing transition out of a large client contract, ensuring the client transitioned to a new partner with all appropriate processes, tools, systems and knowledge without impact to the end user is always a difficult time for staff. As the subject matter expert for voice and contact centre services, a strong change management capability was a critical skill developed over this period; advising both the customer and our internal project and operational teams of the best approach and activities to reduce the impact of change to each of our businesses. Most importantly, that by continued promotion and positioning of the staff with the client and the new provider, each person that left the organisation was best positioned to retain their value in the market.Key Achievements:• Transition of client agreement within budget through development of activity plans, cost forecasts and tight management of scope and expectations.• Reduced costs by over $1M annualised through analysis, reduction or adjustments in services and support contracts. Show less

Sydney, Australia

Contact Centre technologies are one of the most unforgiving - real-time, single-threaded telephony applications, with a high demand for availability, stability and recovery. During this time I created, developed and managed the technology team handling managed contact centre and voice solutions for our clients in Australia. My team grew the client base substantially over the period, while securing contract extensions from existing clients.With deep technical experience, this period… Show more Contact Centre technologies are one of the most unforgiving - real-time, single-threaded telephony applications, with a high demand for availability, stability and recovery. During this time I created, developed and managed the technology team handling managed contact centre and voice solutions for our clients in Australia. My team grew the client base substantially over the period, while securing contract extensions from existing clients.With deep technical experience, this period introduced a wide range of business skills, developing and approving business cases, customer and third party contracts, P&L management to budget and managing customer expectations. Show less

Wellington & Sydney

Achievements include design and implementation of: - National Bank of New Zealand - early adopter contact centre and branch centralisation - First Telecom New Zealand 123 contact centre - Ministry of Defence secure networking of major telephony nodes - Ministry of Social Welfare - 75 x telephony sites networked over leading edge data networkAnd Prior to that:NZ Post Office - Telephone Technician & PABX Maintenance Engineer

Education record

Education record