Leading a team of talented Incident Managers, Operators and Problem managers, tracking key metrics to ensure we're reducing the blast radius of incidents, creating bulletproof processes so when the worst does happen, customers and teams are impacted as minimally as possible. Most importantly, we create a virtuous cycle of Change Management, Incident Management and Problem Management so when the inevitable happens, we always improve, and it never happens twice.

* Work closely with many key stakeholders in Sales, Service, Go to Market, IT and Digital Delivery to drive sales and service performance, for both day-to-day operations and medium-long term digital platform improvements and projects. * Continually drive customer experience enhancements for both functional experience and asset availability* Manage team capacity for smooth project delivery* Lead an Agile team of Digital Channel Specialists focussed on delivering various projects, service improvements, while supporting the platform health of the Self-Care digital assets* Act as a Scrum Master to practice several Agile ceremonies in my immediate team, including stand-ups, backlog management, and retrospectives - supported by physical and digital Kanban boards. * Work as a Business Analyst to regularly translate business objectives into platform requirements to deliver business capability, with a continual customer-centric focus* Work closely with Product Owners and project teams to develop effective testing plans for platform enhancements and migrations

Due to improved business circumstances I was given the opportunity in June to take on a newly created role as IT operations Manager. Aside from continuing previous responsibilities this new role also includes a higher level of input on company policies and procedures, higher level management of IT infrastructure costing and greater autonomy in managing offshore development teams. Developing new applications and software packages for the core business and a newly formed sister company has provided me with a great deal of insight into both launching a software based product to market and also the relationship between on-shore marketing/sales efforts and off-shore development processes.

This multi faceted role entailed overseeing all digital marketing efforts within the company and in an advisory manner to vendors/suppliers where beneficial to both parties. Although labelled a marketing role a large focus was placed on business process management and aligning existing processes with best practice systems including the ISO9001 and 27001 families. Integration of new hardware technologies and web based applications were a large and extremely satisfying component of this ever changing role.Highlights in a short term included a re-vamping of all direct marketing efforts, integration of several new software platforms for increased productivity and a highly successful ‘Kaizen’ overhaul of all operating procedures.

• Roles entailed in the Service Restoration Manager position on the nab account include;• Ensuring the timely and effective restoration of services as defined by the NAB business and IBM integrated account team.• Driving efficiency and effectiveness of the incident management process.• Producing management information, including KPIs and reports.• Monitoring the effectiveness of incident management and making recommendations for improvement.• Developing and maintaining the incident management process.• Driving, developing, managing and maintaining the major incident process.• Reviewing and auditing the incident management process.• Ensuring that all IT teams follow the incident management process for every incident.• Legacy tasks from the NAB incident management process.

To increase centre revenue through retention and growth of existing search engine marketing (SEM) customers as well as new customer acquisition. To develop sales techniques and training programmes that will benefit the sales team in increasing quality of service and overall sales volume.

As an E-Business Development Consultant, my role includes duties and responsibilities as follows: Quantify and provide online business solutions to clients by researching and understanding the needs of the business. Liaising with the business via emails, telephone or face to face to deliver optimal online business solutions and build rapport and a network of clientele.Preparing business proposals for clients by providing them a complete brief which includes but not limited to - website design, pay per click, online marketing and search engine optimisation to enhance their online presence. Ensure deliveries and implement solutions based on timelines and schedules. Providing customer feedback to management.Meeting KPI's and performance objectives and creating sales reports.

Duties of the Carlton Sales room manager include meeting and exceeding monthly showroom sales targets, advanced product and systems knowledge, maintaining and increasing the visual appeal of the store and receiving, entering and maintaining stock levels. Reports regarding staff, equipment, products and sales promotions must be submitted weekly and monthly. Staff training and shift rostering, regular sales meetings with both upper management and suppliers and customer dispute resolution are also duties to be carried out in this position. Initiatives involving the growth and expansion of the business are another primary role of the sales manager position. Regular 'strategic' meetings with directors and national managers required presentation of these initiatives in a professional and timely manner.

Responsibilities include sales of photographic products to professional, government, academic and amateur clients, stock maintenance, product research and general sales room presentation. Primary monthly goals include meeting set sales targets, increasing visual appeal of designated sections and submitting weekly performance reports and monthly product reports.

Duties include all those involved in previous position with the company as well as inventory control in the camera department, maintenance of the camera display section as well as sales and research of all cameras.

Duties cover all aspects involved in the day to day operations of a retail Kodak Express store. While focusing on quality and customer service, responsibilities also include cash handling, banking, operation of photo lab equipment and chemical handling (C-41 Photo processing). Being a valued member of a large team has given me valuable experience in leadership, communication and the future planning of this store.