Nathan Stevens Email & Phone Number

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Sydney, Australia

- Key member of the APAC Leadership Team - Key speaker and thought leader for Snow APAC webinars, live events, and Gartner - Complex enterprise deal management across cross-functional teams within Snow- Managing a successful multi-discipline (SAM and Cloud Mgmt) team of 7 across 4 countries (Australia, Singapore, Indonesia, India) - Have grown the team from 5 to 7 people within the last 2 years, expanded out skillset into Cloud Management - Influencing global PoC, RFX and Solution Consulting processes

Sydney, Australia

Dubai, United Arab Emirates

Management of programs for endpoint technical refreshes, software remediation, end of life management for hardware/software products, IT process re-engineering across multiple departments including HR, Finance, Retail Banking, Investment Banking, Asset Management, Trade and FinanceImplementation of a Knowledge Base solution for BMC Remedy, including processes for Knowledge Management, identification and selection of knowledge champions, focus on reduction of cost through first level resolution/shift leftCreation of IT budgets for within my department including strategic changes/projects and annual maintenance agreements for service managements tools, client service programs, hardware and software for over 2 yearsVendor Management for IT Service Management support systems for software compliance and ITIL management tools, cost reduction on annual maintenance contracts Integration of key systems to the Service Management platform (BMC Remedy) to provide a single source for staff details, cost center information and automatic end point synchronizationImplementation/Program Management of Software Asset Management (including Snow License Manager) across 15,000 endpoints, servers and oracle databases to manage software license compliance with a clear vision for an optimization state which resulted in a 1M AED reduction in software risk for the bankManagement of the IT Asset Management and CMDB for over 60,000 assets, including lifecycle management, inventory management, application and service modelling for critical banking platformsStrategy management for Next Generation IT Services for User Experience into IT, including the program management of the self-service and virtual assistant solutions from BMCStrategy management for Mobility for IT using the Good Technology platform, including building a product road map to get bank staff mobile, document sharing, access to web based applications, native/hybrid iOS/Android applications

Dubai, United Arab Emirates

Senior member of the Lean Management Office including the selection of Lean Champions, management of lean waves, providing updates the to Lean Steering committee on Service Improvement activityImplementation of a compressive CMDB for over 45,000 end points including infrastructure, network, end user devices and complex banking and financial applicationsEstablished an IT Asset and Configuration Management capability across all domains within Emirates NBDInterviewing of staff to fulfill Service Management rolesRequirement definition and selection of a leading financial industry EMM/MDM technology platform, including BYOD policies for the bank. Requirements definition and selection of a Software Asset Management solution to target the cost reduction and avoidance of AED 5,000,000 over 3 yearsImplementation of Service Desk process improvements to drive operational efficiency, including Application Deployment, Screen Saver Deployments, Key Metric Reporting Building relationships with vendors, negotiation of new contracts, interaction with procurement to identify and select new vendors for emerging technologies

Homebush Bay, Australia

Part of the Future Leaders Talent Pool and ProgramManaging 14 staff (inclusive of 1 person with 3 direct reports) across 5 different competencies including service support transitions, service support training, communications, document management and service management tool migrations. Managing and introducing a new KPI structure within the Service Enablement team including completing performance appraisals. Managing the transition of new business and internal initiatives for Fujitsu service support, including the configuration of service management tools such as USD 11.2 / TSD 2.05/USD 12.5 / Remedy 7.6, requirement analysis for SLA and Operational reporting. Managing transition budgets to ensure that we are not exceeding estimates provided pre-transition and adjusting resources and expenditure to suit the requirements. Establishing Service Desks, CMDB's and Service Support ITIL processes for large telecommunication, energy, manufacturing, transport and airline industries across three countries. Responsible for Service Support Training Programs, Quality Call Management Program, Service Desk Induction Program, service management tools training, customer service, eLearning modules, and engaging with the business stakeholders identifying new training needs. Provide responses and participate in workshops for potential new business for service support, including describing service desk and ITIL processes (Incident, Service Request, Change, Release, Service Asset and Config, Software Asset Management) Develop cost structures as part of a DCAP for Transition and BAU FTE for service support Ongoing Development and Maintenance on the Service Enablement Transition In Methodology, integrating lessons learned from post transition reviews. Supporting Continual Service Improvement Plans and Service Improvement Programs by facilitating workshops and building virtual teams to implement actions

North Ryde & Homebush Bay, Australia

Leading transition activities across service support for new clients, supporting the on-boarding of new services and internal initiatives within Fujitsu.Providing Subject Matter Expert knowledge across Service Desk and the Service Management Practices (Incident, Request, Change, Release, Asset, Problem) to new clients to Fujitsu. Liaising with business units within Fujitsu to establish best practice procedures and engagements including Procurement, Field Services, Desktop Operations, Network Operations, Systems Management, Availability and Capacity Management. Establishing and Configuration of IPCC/UCCE Telephony Systems, Unicentre Service Desk (USD)/Triole Service Desk (TSD), Remedy 7.6, and Service Management Tool interface process design and mapping. Established the Transition In Methodology to determine the framework in which the team transitioned new clients into Fujitsu for Service Support Services.Completed 6 new transitions over 2 years within this role.

North Ryde & Homebush Bay, Australia

Led 2 different teams across multi-national clientsRecruitment of new team members looking to identify required skill sets and establish the right mix of skills and experiences to service the customer Performance Management with direct reports, including 1 on 1 Sessions, Performance Improvement Plans, Annual Performance Appraisals and Personal and Career Development Plans. During which I established programs for my team to cross share and cross skill with various other teams including Desktop Operations. Drive team performance to focus on Customer Satisfaction, Service Level Attainment, and Relationship Building. Turned the SLA performance around on the account to be obtaining all SLA targets for each month within 2 months of taking over the team. Implementation of various Service Improvements, including a new tiering approach within the telephony system which turned around SLA performance from not meeting Call Pick Up Time (CPT), Average Speed of Answer (ASA) and Abandoned Rates to meeting those targets shortly after the implementation of the new system. Drive knowledge management practices and defining KPI around creation of knowledge articles, led the Service Centre in knowledge creation and won the quarterly knowledge management challenge for most artefacts created within that time period. Recognised for my thought leadership and reporting capabilities, through which i spent a number of sessions coaching and educating other team leaders on reporting techniques to aid their teams in driving better performance within their own teams

North Ryde, Australia

Providing first level customer service and support for a wide range of clientsDeveloping documentation and knowledge articlesBuilding relationships with preferred vendors and client stakeholdersShared service desk utilising service management tools including USP, USD 11.2, Remedy 5, ServiceNow and SiebelSupporting a mixed profile of customers including energy, transport and retail sectors.Supporting polycom audio and video conferencing equipment, windows/unix/linux server environments, customer networks, active directory for user administration.

Bachelor Of Science, Information Systems And Psychology

Graduate Certificate, It Project Management

Graduate Certificate, Customer Success Management

Advanced Diploma Of Management

Diploma Of Management

Certificate Iv, Business