General Manager (Head of Service) of the Government Wireless Network (GWN), a managed service provided to the QLD Government Emergency Services, delivering Mission Critical Communications systems, infrastructure and services for 18000+ front line public safety officers and 000 dispatch services in South East QLD. One of QLD's largest ICT contracts.I have full accountability of the customer contract, responsible for the successful delivery and maintenance of services, creating value for the customer, developing solutions, continual innovation and most importantly enable and support emergency services in supporting the community. I'm responsible for the financial performance of the contract and all aspects of contract and commercial performance and governance. This includes managing a major subcontractor that deliver critical services. I drive growth of the contract, leading a sales team that designs and develops solutions to meet customer outcomes and strategy. I build strong customer relationships that are built on trust and transparency, promoting a "one team" approach where supplier and customer collaborate seamlessly.Achievements:- Awarded 2024 ARCIA QLD Critical Communications Industry Advancement Award - nominated by industry peers, partners and emergency services representatives.

Telstra Senior Service Delivery Manager, providing delivery and account management to the QLD State Government for the Government Wireless Network (GWN). The GWN is a fully managed mission critical voice and data network delivering services to over 16,000 public safety officers on the front line and underpinning the operation of 14 emergency centers across south east QLD. One of the largest ICT fully managed contracts in QLD.My role is to ensure the successful delivery of Public Safety Communication services to first line respondents, ensuring service excellence and adherence to contracted requirements. I drive customer outcomes through partnership and strategic leadership, managing multiple internal and external stakeholders (including a major vendor Motorola) to deliver initiatives, projects, and new business.I work directly with Emergency Services coordinating major maintenance activities to minimize disruption to 000 Services and work hand in hand with Agencies to deploy communications into disaster affected areas: floods, fires, cyclones, etc. I manage a complex contract, ensuring the delivery of contractual obligations, governance, service levels, contract modifications and billing, and provide operational governance and leadership of a matrix operational support and maintenance structure of up to 50 staff including a 24x7 Network Operations Control Centre.- Year on year high customer satisfaction- 2018 nominated to attend Telstra emerging leaders development program- Member of project team that received the following awards: > 2015 iAwards QLD winner for Government Innovation > 2015 QLD winner for Australian Institute for Project Management (AIPM), ICT/TELECOMMUNICATIONS > 2015 National winner for Australian Institute for Project Management (AIPM), ICT/TELECOMMUNICATIONS > 2015 Asia Pacific Award for International Project Management, ICT/TELECOMMUNICATIONS

Service Delivery Manager for QLD Government, Department of Transport and Main Roads, managing the delivery and service management of Registration and Licensing Services that provide services to over 4 million QLD residents; in Customer Service Centres, Police Stations and online services that process over a billion dollars of payment processing per year. Services are delivered via Mainframe and Middleware Infrastructure with multiple release environments and strong release and deployment governance. Managing multiple stakeholders and ensuring components that underpin the service are providing effective and reliable support services and meeting Service Level Agreements. Continually driving service improvement, problem management and tracking the remediation of issues and mitigation of risks.

Service Delivery Manager for IBM, managing the delivery and Service Management of a multi-million dollar IT outsourced support contract for a global customer in the mining industry.  Managing the delivery of level 1, 2 and 3 support services of IT outsourced Service lines: end user services (service desk, desktop, AV & asset), security, network, server and storage.  Coordinating maintenance, security compliance and critical incident management, ensuring SLA’s are met and service restoration is optimum. Providing, account management, managing customer relationship, tracking issues and risks, reporting on SLA’s and working on continual service improvement.  Ensure high quality, timely and profitable delivery of all contracted managed services.

Team manager and technical leader of a Server and Storage support team in a 600 Seat, multi site, 24x7, IBM Call Centre, delivering 24x7 mission critical IT services to internal and external clients with multi-million dollar contract values and very strict service level agreements.  Lead the provision and scheduling of IT Projects and Infrastructure management, support, service delivery and IT budgeting.  Provide coaching and mentoring to team members to enhance performance and development to optimise team contribution and results.

Senior IT Systems Administrator of a 600 Seat, dual site, 24x7 Call Centre - IBM Asia Pacific Delivery Centre. Providing; level 3 Server technical support, Systems Administration, systems management, maintenance and deployment of IT services.  Supporting mission critical IT services with strict Service Level Agreements.  IT consultancy and solution architect services – designing IT solution and proposals for internal and external clients.