Peter Young Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Sydney, New South Wales, Australia

Led establishment of a new function to ensure IT infrastructure capability to meet current and future business demand and minimise outages and delivery bottlenecks. Acted as, and represented, the Director of Service Management at senior leadership level.• Recruited, managed, led and developed a team of 3 specialists that successfully contributed to improving process maturity from reactive to proactive in 1 year.• Initiated and led the design and implementation of governing policies, processes, procedures, standards and KPIs that actively contributed to quality and cost-effective IT services.• Initiated and established new channels of communication, formal and informal, across all stakeholder groups that enabled process governance as well as improving customer trust.• Made a significant contribution to the development and execution of IT infrastructure service plans that resolved capacity issues and project delays.• Proactively managed, and drove improvement in supplier partner analysis and reporting to ensure contracted service level targets were achieved.

Brisbane, Queensland, Australia

Established and managed a proactive capacity and demand management capability ensuring IT infrastructure capacity for 2 data centres, 4 hospitals, Brisbane head office and 250+ remote sites across Queensland matched business demand.• Developed and drove execution of plans that ensured IT infrastructure assets were maintained and the capacity of IT services was optimised to meet business demand.• Proactively managed and drove improvement in performance of supplier partners successfully ensuring contracted service level targets were achieved.• Initiated and drove procurement and implementation of tooling that provided automated monitoring of IT applications and infrastructure which enabled performance issues to be detected and optimisation measured.

Leeds, United Kingdom

Implemented and managed execution of standard ITIL aligned processes for 9 business units globally to ensure SLAs were met, the cost of ‘non-standard’ was minimised, offshoring was maximised and global team was set up for success.• Appointed to the role of global process owner for capacity and availability management after a successful secondment in the role of global process expert.• Managed, led, mentored and trained a team of 9 regional process owners in geographically diverse locations globally.• Improved service quality and efficiency for 9 business units globally by developing, implementing, embedding and governing ITIL aligned standard processes for capacity and availability management.• Devised a strategy that created an offshore global centre of excellence for capacity and availability management that improved service quality and reduced staff operating costs.• Represented Global Head of Service Management Centre at board level and provided expert advice and guidance for capacity and availability process issues and strategy.

Leeds, United Kingdom

• Seconded to role as recognised global subject matter expert in capacity and availability management.• Developed and designed standard processes and procedures which were adopted by 9 business units globally to enable improvements in service quality and efficiency.

Leeds, United Kingdom

• Led design and implementation of customer focused standard capacity management services for all UK clients.• Managed, led and developed a team of 7 technical specialists.• Recognised as a high performer at executive level after a “significantly exceeds expectations” rating in 2012 performance appraisal.

Leeds, United Kingdom

Implemented a capacity management and planning capability to ensure that the IT infrastructure capacity of retail and online gaming services matched existing and future business requirements.

Leeds, United Kingdom

Provided technical support for online gaming services specialising in IT infrastructure capacity and performance management.

Leeds, United Kingdom

Graduate Certificate Of Business Administration Global

Education record