Paul Lubik Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

My role focuses on assisting partners and customers to achieve positive outcomes during and post implementation of their 4me environments.

Melbourne, Australia

Founder of Plan Build Run Solutions. Acting in vCIO and consultant PBRS focuses on the core principals of information technology delivery through all aspects of the ICT lifecycle.

Bendigo, Australia

A newly created role that focused on developing business relationships with over 15 CEO and Corporate Service Managers to assist in internal and external technology strategy

Melbourne, Australia

Melbourne, Australia

Change,Incident, and Problem Management Policy Process and Procedure development. Vendor SLA/SLT agreement development, measurement and reporting. Management of ITIL aligned support teams. Development and implementation of processes and procedures around the convergence of Agile and ITIL for Application and Infrastructure support. Focusing on defect management for major and minor incidents and their inclusion in release scheduling. End to End Customer Service delivery driven.

Key Responsibilities: • Single point accountability for the communication and management of incidents impacting the Business and Technology• Supervision and fault resolution of all high severity incidents, ensuring that the incident is resolved following the Incident Management process. • Arbitration of issues between Groups where call ownership is in question. • Maintenance of Incident summary log.• Vendor and stakeholder buy in of new process and procedures• Ensuring that Post Incident reviews are performed as and when required as per the documented process, within agreed time-frames.• Mentoring and coaching of junior Incident Managers.• Integration and alignment of cross company processes in a Managed Services environment.

Key Responsibilities: • Member of IT&T Senior management team, reporting directly to CIO of IT&T Department• Management of Customer facing IT&T Teams (Service Desk and Request Management)• Vendor management (IBM, Fuji Xerox and Telstra)• Development, management and reporting on Service Level performance against targets• Involvement in strategic IT&T decision-making processes, including RFP and Tender negotiations• Mentoring of IT&T Service Desk staff and performance coaching with emphasis on ITIL framework principles• Budgetary responsibility for cost centre• Established new processes to enhance communication between vendors and internal business customersAchievements:• Achieved process improvement for Service Desk, including selective outsourcing of Service Desk functions and streamlined Request Management process that resulted in enhanced delivery times• Championed and implemented 24/7 Service Desk with strategic partners• Implemented ITSM toll (Service Now) for Incident Management and Knowledge Base Management for Service Desk team• Established new processes to enhance communication between vendors and internal business customers to facilitate mutually beneficial outcomes

Background: The Student Union is a medium-sized organization comprising 80 permanent and 80 casual staff, deriving 50% of income from commercial activities and the balance from University of Melbourne funding and member fees. This diverse business includes a Theatre, Art Gallery, Fiction Library, Computing Centre, Functions & Conference business, Advisory Service, Retail and Food outlets, Vocational Training Centre, Graduation Service, A/V Hire & Entertainment Department, and supporting Corporate Service areas.Key Responsibilities: • Establishment of ITIL and Customer focused IT Department through centralisation of IT groups and uplifting of workplace culture.• Establishment of IT policies, processes and consolidation of IT service areas into centralised IT department, resulting in streamlined delivery of services, utilising a customer-focused team.• Project management and development of Student Union Membership system, using real-time authentication of Members across University of Melbourne campus• Development of e-Commerce strategy and implementation, resulting on new revenue streams, process improvement and procedure simplification• Project management and implementation of major infrastructure, server infrastructure and network upgrades• Developed and project managed infrastructure (LAN Telephony and Server) upgrades• Management of IT budget, including achieving substantial savings through process improvement, outsourcing and server consolidation• Achieved a cultural shift from silo to team-oriented environment.Achievements:• Development of Service Desk Call logging and Request Management application• Development of CRM application for Member validation, management and revenue collection• Mentoring of IT team in times of change.• Introduction of 24/7 reporting on critical systems and infrastructure• Achieved a cultural shift from silo to team-oriented environment.