Sen Thevarajah Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

The NSW Department of Education (DoE) is the largest provider of public education in Australia. I initially joined in a consulting role, transforming the Central Service Department based on the Gallup Review 2020 before starting up the new Service Experience Directorate. In my current role, I leveraged the ‘Voice of Customer’ to shape the service improvement initiative including the procurement and build of infrastructure & technology to support service management processes.

Sydney, New South Wales, Australia

Having led the first phase of the Central Service Department transformation in my previous role, I was selected to establish the new Service Experience Directorate in the second phase of the transformation journey. Starting up this department, I was able to secure $60M worth of funding including an initial headcount of 40 people. I led the introduction of a ‘service mindset’ internally, achieving stakeholder buy-in via ‘Why’ & ‘Walk in my Shoes’ campaigns, creating a lasting culture change.

My journey with the NSW DoE started with a consulting role. I was then asked to transform the Central Service Department including 2400 team members across 16 organisations. Gathering extensive stakeholder feedback from schools, service providers and internal staff informed the development of the transformation strategy. This led to establishing a cross functional team to dramatically increase the quality of service for schools to enable frontline staff and positively impact the quality of the learning environment for children in NSW.

Sydney, Australia

AMP is a financial services company providing superannuation and investment products, financial advice, and banking products. I joined AMP to transform their existing operating model across 12 different entities, streamlining processes and creating a collaborative mindset, translated into one service delivery model including digital transformation, achieving a $300M ‘cost to serve’ reduction.

Sydney, Australia

Engaged as a change agent to transform the enterprise services function, I was responsible for building the strategy to drive a transition to an innovation culture, transforming a very operations-driven function into a pro-active, high performing portfolio. I led the development of a strategy and roadmap of key initiatives to improve performance and built a new operating model to deliver a better service experience. Leading a team of service strategy analysts, I drove cultural transformation across in an in-house/outsourced environment.

Sydney, Australia

CTM Training Solutions is a national training provider of civil construction, rail, transport, earthmoving and mining across Australia. I was asked to join the business to diversify the one existing training and service line based on my experience at Resco Services. Introducing new products and transforming the technology landscape, enabled a 30% revenue increase within 10 months.

Sydney, Australia

Resco Services was interested in diversifying their product portfolio into the NBN and fibre optic space. I was brought on to lead the development and introduction of new product lines as well as the market engagement, achieving a 40% revenue and 15% EBITA increase. Driving the overall business operations and objectives including all aspects of finance, sales and marketing, HR and legal.

Perth, Australia