Tim Bragg Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

As a pivotal member of the Interactive Cloud leadership team since September 2021, I have been instrumental in growing and maturing our first-class Service Management and Managed Service Desk capabilities, catering to both internal and external clientele. With direct ownership and accountability, my role encompasses the end-to-end delivery of Enterprise IT Service Management, spanning critical areas such as Major Incident Management, Problem Management, Change Control and Management, IT Asset… Show more As a pivotal member of the Interactive Cloud leadership team since September 2021, I have been instrumental in growing and maturing our first-class Service Management and Managed Service Desk capabilities, catering to both internal and external clientele. With direct ownership and accountability, my role encompasses the end-to-end delivery of Enterprise IT Service Management, spanning critical areas such as Major Incident Management, Problem Management, Change Control and Management, IT Asset Management, Service Configuration Management, Service Desk Management, Service Level Management, and Request Fulfillment.My responsibilities also extend to being one of the Operations Managers of the Interactive Digital Workspace (DWS) product portfolio, encompassing Dedicated Service Desks, End User Support, Remote Desktop Support, and Asset Management. As the primary business lead for ITSM practices, I also ensure compliance with internal and external IT audits (ISO9001, ISO27001, SOC2) and oversee ServiceNow, Integration, Automation, and Process Improvement projects.Under my guidance, the Cloud division has marked several milestones, including a leap from 35% to 76% in first-contact resolution, improvement in change success rates to 98%, a near 60% reduction in major incidents, and a significant uplift in SLA performance for incident and request response times. We have also introduced successful ITSM integration with major clients, and positioned our Digital Workspace product in a strong position for future growth. Show less

Sydney, Australia

Sydney, Australia

Sydney, Australia

Optus Network Management Centre

Sydney, Australia

Graduate Diploma Of Telecommunications Engineering, Telecommunications Engineering, Distinction

Advanced Diploma, Photonics And Optical Networks, Telecommunications Engineering, Distinction

Advanced Diploma, Telecommunications Networks, Telecommunications Engineering, Distinction