I work with our business unit teams, Performance and Resolution and First Response teams to ensure that we deliver the best possible customer service experience across Networks and IT. I work collaboratively with the other Engineering teams sharing responsibility for all aspects of Solution Design, Development and Support. I also collaborate with Performance and Resolution Leaders in Incident triage and development of permanent corrective actions. I play an important role in leading the cultural change from domain centric to customer centric service lines.

Day to Day Work Included:• Balanced time between leading the team and being involved in the detailed day-to-day work of operating a highly successful Technical Services Team;• Undertake duties typically assigned to team members where required to ensure that rapid additional capacity is applied to events and situations that may arise;• Assign duties within the team to balance the workload based on the changing nature of the requirements and demand that occurs within the working day, working week and other appropriate periods for the client.• Escalate any potential service impacting incidents in accordance to internal procedures.• Build and maintain close working relationships with clients and internal stakeholders to maximise service quality.• Support and deputise for the Technical Services Manager as required.• Identify, evaluate and implement ideas for continuous improvement in service delivery.• Communicate and reinforce the importance of putting clients first;• Manage team members to ensure services are managed with urgency and focus.• Take ownership of and drive the resolution of issues that impact efficiency, service level achievement and/or client outcomes through effective communication and escalation;

Provide effective supervision of a team of technical resources to ensure the team output is successful in providing cost effective, competent and timely services to customers in the Australia and New Zealand region. I spend approximately 25% of my time dedicated to Team Leader tasks and administration.I am the first point of escalation for technical resources and it is expected that approimately 25% of my time is dedicated to resolving escalated incidents.The remaining 50% of my time is spent fulfilling an operations role focusing on the more complicated technology area and productions systems taks with the team.