As a Service Architect, I convert sales strategies and technical designs into Customer centric, commercially viable and sustainable Services.My primary focus is to ensure Telstra delivery teams have a defined framework that allows them to operate within agreed terms to support our customer’s business and to improve customer advocacy.The Service Architect directs, coordinates and is responsible for, Service Management design, inclusive of Service Level Agreements, and ensuring delivery activities are costed to meet the contracted obligations.

District 9685 is bounded by Toukley in the north, Manly in the south and Lithgow in the west. We have currently 72 clubs and approximately 2,000 members. Our Rotarians contribute thousands of hours and millions of dollars in community service locally and internationally each year.As District Governor I have responsibilities to provide leadership, motivation, guidance and support to clubs in addition to preserving the good name of Rotary. My district support team consists of 60 Rotarians covering secretariat, finance, programs, training and club support.Rotary District 9658 is an incorporated body - I have been a member of the board for five years.

Fruition Partners is the largest ServiceNow partner in Australia. This role reported to the ANZ Professional Services Manager with responsibility for all customer implementations of ServiceNow within NSW. ServiceNow is a cloud environment service management application suite.• Managed the Professional Services team of 24 staff consisting of Senior Consultants, Technical Consultants and Project Managers.• Accountable for overall quality, financial performance and client satisfaction with implementations of ServiceNow solutions within NSW.• Maximised utilisation of the delivery team within the region through proactive resource allocation adjusting to changes in project schedules.• Applied financial management via accurate forecasting and ensuring monthly project invoicing is completed.Achievements in role:• Project managed the successful implementations of ServiceNow ITIL, HR and Portal solutions for customer engagements up to $250k revenue. Managed 30+ concurrent projects. Customers included Graincorp, Department of Finance & Services, iCare, Western Sydney University, UTS, Boral, Macquarie Telecom, Telstra.• Maintained governance through approving all Statements of Work prior to presentation to the customer and by weekly project status reviews with project managers and consultants.• Maintained and improved positive customer relationships by conducting regular status meetings with customers, by delivering weekly project reporting and by clearly managing customer expectations. Ensured consistent behaviour by all project managers.• Recruited and inducted new delivery consultants and project managers. Targeted selection and clear induction resulted in quick assimilation into the work environment.• Acted as the primary point of escalation to proactively solve delivery issues such as consultant availability, project delays, change of scope as required within the region.

Sterland is a developer and provider of ERP applications focused on the building supplies industry.• Managing operations for the delivery of professional and consulting services, projects, application development and support, with personal accountability for defining strategic direction of the team • Overseeing the realisation of stable and reliable products, restructuring the organisation to increase productivity and reduce costs via a virtual team based across Australia, Philippines and Fiji• Coaching, mentoring and managing a positive and collaborative team, developing comprehensive management and performance systems, leading employee development and talent management activities• Leading field operations to ensure the achievement of all objectives in line with budget, constantly reviewing and monitoring activities to ensure ongoing levels of customer satisfaction• Heading all implementation engagements, managing resources and maintaining budgets to control consulting services activities and coordinate project activities to achieve project milestones• Driving the effective delivery of support to clients utilising software, developing and maintaining positive working relationships with customers, at all levels• Collaborating with sales department to deliver accurate and professional services proposals, presentations and all service related documentation• Authorising all sales proposals, departmental invoices, external invoices, staff training provision and requests

ASI Solutions is a systems integrator delivering infrastructure and managed services into government, education and SMEs.• Headed the company’s service organisation incorporating services pre-sales, professional services team, call centre, field service and logistics teams, project management and internal IT functions across a team of 52 staff country wide• Remit was to define the strategic direction of the service business, establish service officers, provide robust pre-sales support and manage retention• Developed bespoke proposals and tender responses for clients in the government and corporate markets, full P&L management, and the achievement of revenue and profitability objectives

• Contract role managing the implementation of the $30m Qantas Desktop Support Services (contract between NCR and Telstra) with full accountability for stakeholder engagement, process definition, subcontractor management and resource planning across 37 countries and 35000 devices• Undertook detailed analysis of billing data, inventories and equipment failure rates to ensure correct invoicing and establish accurate delivery capacity

Led a team of solution architects located across Asia. Provided solution designs / services proposals to meet customer requirements addressing system availability, financing models, maintenance services and transaction style services. I worked with customers across Asia to define requirements and develop solutions including the scoping and planning of projects and the negotiation of contracts and statements of work. This also entailed negotiating with internal delivery teams and business units to ensure commitment to deliver.I held opportunity management responsibilities including go/no go bid processes, resource allocation and governance for bids ranging up to US$50m supporting sales teams and customers through out Asia.

• Managed a team of specialist sales people based across five countries, selling to multinational businesses, with responsibility for recruitment, performance management, target definition and objectives• Defining “go to market” strategies, customer engagement models, structures, sales plans and presentation kits and web based training to provide team with tools required to meet objectives• Achieved an income of US$33m annually from accounts, through astute negotiation, liaison with US and EMEA counterparts, development of transaction structures and a driven sales team

Addressing various aspects of the service delivery customer experience including service readiness, delivery to service levels, reporting and analysis, team building, staff and P&L management. Led teams developing NCR's service reporting data warehouse and implementing service call management systems across Asia.Roles included:- Program Manager, Business Alignment Program, Asia Pacific Region• Headed program leadership and PMO for the facilities realignment program, releasing US$3m in capital and reducing costs by US$2m annually, introducing virtual working practices across 15 countries, 2500 staff and four business units• Led a diverse team including project managers, facilities manager, interior design and fit out companies, property agents, IT and HR organisations- Sales Operations Manager, Memorex Telex Integration • Supported the acquisition and subsequent integration, performing due diligence and overseeing seamless integration for all processes and systems, realising $20m in annual revenue• Managed sales teams, sales support, order processes, databases and systems and delivery for international accounts, ensuring supplier engagement across the entire region- Manager, Product Management, Asia Pacific Region- Manager, Business Development and Support- Organisation Development Manager

Roles included: Business Manager, Computer Group Manager, Value Added Services Systems Integration Manager National Field Services Manager Northern Region Client Services Manager National Support ManagerLed and managed sales, consulting and field services business groups, established internal support infrastructures (replacing previously outsourced functions).