Sam Husson Email & Phone Number

New Zealand

Australia And New Zealand

Service Delivery Manager | Flux FederationAs a Service Delivery Manager, I’ll be leading a talented team dedicated to providing exceptional support to Flux's external clients, via ITIL service operation processes. My focus will be on building strong client relationships, managing incident resolutions, and driving continuous improvement aligned with ITIL best practices.Key responsibilities include:Leading a high-performing team to deliver exceptional service to energy clients in New Zealand and AustraliaManaging client requests, incidents, and problem management with a focus on operational excellenceOverseeing our service desk operations and ensuring the team meets SLAs and KPIsEnhancing service delivery by proactively identifying improvements through data and tools like Splunk, Zendesk, and Jira Service ManagementWorking closely with the wider business and product teams to ensure client satisfaction and effective issue resolutionSupporting clients 24/7 through triage, diagnostics, and escalation management

Auckland, New Zealand

As Head Of Service Delivery, i had a team of four service delivery engineers and were were responsible for: • Designing and implementing the company's end-to-end IT service management processes.• The role is deeply involved in product management development and influences architecture security design. • Accountable for the IT Service Desk capability and IT Service management practices for the organisation.

Auckland, New Zealand

I oversaw the Microsoft Unified services agreement for AirNZ, including NTT Global, our managed services Provider. • This was a 6 million per year contract. • Required strong vendor management. • Services included incident, problem, change, networking, cyber security, operational reporting, data centre • Worked closely with service management functions for the digital services capability at Air New Zealand. During this role, I was seconded into a Product and platform manager responsible for creating and implementing transformative service support strategies, including an organisation-wide tooling shift from Citrix to Azure Virtual Desktop. I worked closely with the leadership team and all aspects of service operation and delivery capability. Operating around the clock, this role also included on-call Incident duty manager for major incident management, GEMT and disaster recovery.

Auckland, Auckland, New Zealand

The Platform Product Owner is often a role found within organizations that use Agile methodologies, particularly Scrum. In this role I was responsible for maximizing the value of the product resulting from the work of the development team. Defining user stories and prioritizing the team backlog to streamline the execution of program priorities. Ensuring that the backlog is visible, transparent, and clear to all, and shows what the team will work on next. Overseeing the development stages; and anticipating client needs.Acting as the primary liaison between stakeholders and the team, translating business requirements into development tasks. Maintaining close contact with the development team, facilitating communication, and ensuring alignment in vision and implementation.

Auckland, New Zealand

Founded over 30 years ago; Lexel is one of the largest privately-owned providers of ICT services and solutions in New Zealand. An agile and innovative organisation, Lexel has a staff of over 170 and revenues exceeding $60m.Our ValuesPeople. Our people are our most valuable asset.Results. Profitable growth for our organisation, our clients and our partners.Integrity. Deliver on our promises, every time.Dedication. Exceed our commitments to each other, our customers and our partners.Excellence. Outstanding services and support in everything we do.With extensive expertise in services and ICT solutions, Lexel consistently delivers on both quality and innovation. Across both New Zealand and Australia, customers can rely on Lexel’s commitment to service excellence, every time.A service delivery manager identifies a client’s needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner.

Auckland, New Zealand

The Risk & Audit Programme Manager is responsible for assuring the quality and security of the University’s IT services. This assurance is provided through the development of policies and standards for the operation of IT systems, establishing and tracking Key Performance Indicators (KPIs) relating to systems and services, coordinating internal and external audits of IT systems, and managing actively managing risks associated with systems and services.

Auckland, New Zealand

I am thrilled to share a glimpse into this role, where I embraced the challenge of an acting service transition manager during a strategic secondment. We onboarded new service capability into our staff service centre (A shift from IT Service Desk model to an Enterprise Service Centre model), orchestrating the migration of roles, capabilities, and IT services across the organizational landscape at the University.I was driving organisational performance and enhancements from the Information Technology Services (ITS) sector and into the ORganisational Performance & and Improvement column of the University. My focus was to inject vigour via operational excellence into the heart of Service Operations, a team renowned for its exceptional desktop support within the IT service management domain.Under the project banner of 'Service Effectiveness,' my efforts were channelled towards empowering the tier one support service desk. By investing in state-of-the-art tools, fostering capability, and curating bespoke training programs, I was committed to not only elevating our service standards but also to enhancing the overall user support experience.This journey was a testament to my commitment to excellence and continuous improvement in the IT services arena, ensuring our team remained at the cutting edge of industry standards and beyond.

This role is responsible for the operational management of the desktop support (level 2) team. Supporting the Staff Service Centre (contact centre) for the university. This team was co-located with the contact centre to assist in the capability improvements. Service Operations, upkeep, configuration, and reliable operation of services within the ITS service division at The University. To lead the team effectively to deliver excellence in the line of technical and advisory support to members of the University in matters relating to Information Technology, with special emphasis on computing and permissions.Achievements: Won Team Of the Year Award 2017 for impeccable Customer Service Service Effectiveness Champion 2017-18 Multiple Level 2 team awards for exceptional customer service.

Auckland

Managing a team of 8 In alignment with the University IT Service Delivery Model, this role is responsible for the operational management of the team. Supporting implementation, upkeep, configuration, and reliable operation of services within the ITS service division at The University. Managing, maintaining, and providing system administration 2nd and 3rd level support for systems and software. Ensuring that systems and services operate efficiently and effectively to ensure all required Service Level Agreement targets are met.Primary Accountabilities: Contribution to Strategy & Planning Staff Leadership Provide technical support for the operating system and applications software Provide customer support to the University community for the ITS-managed systems and applications 5 Dimensions Leadership Capabilities Investigating and owning escalated incidents and requests to resolution. Fulfilling and managing project plans or work requirements as directed. Interacting with other ITS and University departments to play a proactive and valuable role in providing Services to the University at large.Achievements: Established faculty-wide communications channel via weekly heartbeat engagements. Multiple Level 2 (team) awards Winning group for cultural leaders in ITS Level 2 team awards for exceptional service. Secondment opportunity presented as a Service Transition manager for service effectiveness.

Auckland, New Zealand

Responsible for the operational/HR and resource management of the team. Supporting projects and local onsite IT support while ensuring reliable operation of end-user computing services within Vodafone HQ.Managing, maintaining, and providing system administration 2nd and 3rd level support for systems and software. Ensuring that systems and services operate efficiently and effectively to ensure all required Service Level Agreement targets are met. Investigating and owning escalated incidents and requests to resolution.Fulfilling and managing project plans or work requirements as directed. Interacting with other Vodafone Senior Leadership teams offering a VIP service and single point of escalation for Vodafone CEO.

Auckland, New Zealand

At Unisys, I found my passion, to do my best work, and embark on a future of constant learning. I can make a difference at Unisys, where we enhance people’s lives through secure, reliable, advanced technology.Responsible for the operational support of Vodafone Customers ofActive DirectorySCCMExchangeApplicationsDesktop End User compute support.Fleet & Asset ManagamentCMDBCustomer ServiceService Desk SupportSupporting implementation, upkeep, configuration, and reliable operation of IT Support within Vodafone environment here in Auckland.Managing, maintaining, and providing system administration 2nd and 3rd level support for systems and software. Ensuring that systems and services operate efficiently and effectively to ensure all required Service Level Agreement targets are met.Investigating and owning escalated incidents and requests to resolution.Fulfilling and managing project plans or work requirements as directed.Interacting with Service Delivery Managers and Project teams to play a proactive and valuable role in providing Services to Vodafone.At Unisys, our Core Beliefs are the foundation of every career here. Our core beliefs guide our actions and it is how we operate each day, every day.Curiosity – We embrace the unknown and continuous learningCreativity – We look past routine ways of doing thingsClient Centricity – Our clients’ success is our successIntegrity – We act ethically and honestly

Coordinating installations with customers to get PABX, Voice, Data installation done. The installation coordinator is responsible for all aspects of customer service including answering inbound calls, scheduling provisioning & coordination of a varied of Business and SMR clients telecommunications installations.

Bachelor'S Degree, English Language And Literature/Letters

Dioloma In Acting For Screen And Theartre., Film/Cinema/Video Studies

Diploma Of Education, Drums