Stephen Miles Email and Phone Number
I'm an IT Service Management (ITSM) expert and leader with 15+ years of experience in IT delivery, improvement, and leadership roles. I'm proficient in developing ITSM strategy, IT improvement planning & roadmaps, ITIL process assessment, and the pragmatic design and implementation of ITSM practices that are integrated with other core IT methodologies using a systems thinking approach. I have a proven track record of helping to enable organisations to deliver great products and services to their customers, whilst enabling operational efficiencies for service providers.With both an IT delivery and consulting background, I have the passion, skills, and experience to contribute effectively to the organisations' success.Key Achievements:- I developed the Enterprise Service Management (ESM) strategy for the University of Melbourne:- This supported the transition to a shared services model (IT, HR, Finance, Facilities, Academic Services).- I developed a strategic ServiceNow (SN) roadmap:- I led a strategic service provision and SN platform review across IT/non-IT service providers, and produced a 3-year roadmap with 35+ initiatives grouped by 5 strategic themes (inc. improving ITSM and SN platform governance).- I led the uplift of Agile practices (inc. Jira enterprise standard) - Over 2.5 years, my team transitioned 50+ Jira projects to a standardised cloud instance, and uplifted practices across IT. This achieved increased visibility and alignment of work across teams, improved planning, collaboration, and quicker delivery of value to customers.- I designed & implemented a Portfolio Demand Management process:- This enabled ad hoc requests to be submitted, analysed, and estimates produced, and facilitated governance groups to make improved prioritisation and investment decisions. This drastically improved the ability to plan and deliver these projects in-line with the planned portfolio of projects.- I developed the IT Asset & Configuration (ITACM) strategy and roadmap – This supported investment for multi-year project to uplift capabilities at the University of Melbourne. - Experienced IT Professional Services Consultant:- I worked for a consulting company for 7+ years across multiple clients with experience in the planning, development, and delivery of consulting services, accredited training, and oversight of client engagements. I managed the consulting and training team, ensured quality of consulting service delivery, prepared tender responses, provided sales support, and input into consulting solutions design and implementation planning.
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Servicenow Platform ManagerDepartment Of EducationMelbourne, Vic, Au
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It Assurance Team ManagerUniversity Of Melbourne Nov 2021 - Jul 2024Melbourne, Victoria, AustraliaEstablished and led the assurance team to plan, develop, implement, and provide oversight of new/enhanced IT lifecycle practices and agreed ways of working. Key Achievements: - Established IT Risk, Audit, and Compliance (RAC) function - Over 2-years, led implementation of processes enabling IT to achieve due dates, significantly improve management of risks, and demonstrate compliance with policies, regulations, and legislation. - IT Test Strategy - Developed test strategy and roadmap. Implemented improvements over 2.5-years, including automation framework and tool. Refreshed supplier panel to provide greater choice and competitive rates. 50% automated test coverage across core platforms achieved.- Led uplift of Agile practices (inc. Jira enterprise standard) - Over 2.5 years, my team transitioned 50+ Jira projects to a standardised cloud instance, and uplifted practices across IT. This achieved increased visibility and alignment of work across teams, improved planning, collaboration, and quicker delivery of value to customers.- Enhanced IT capital planning - Led implementation of improvements, and quality assurance, support, and facilitation of the process. Created a knowledge hub, re-designed templates, standardised data capture format, and provided clearer communications. This improved clarity and visibility for stakeholders, and enhanced data quality enabled improved investment decisions. - Improved IT architecture processes - Led a working group which standardised architecture roles, clarified responsibilities, re-designed key processes, and introduced new conformance controls. This provided clarity on process activities and roles, how decisions were made, exceptions handled, and conformance managed across the technology solutions’ lifecycle.- IT Project Management improvement - Led a review of IT Project Management practices and developed an improvement roadmap outlining key priorities and objectives. -
Service Management ArchitectUniversity Of Melbourne Jan 2017 - Oct 2021Melbourne, AustraliaAs a member of the Enterprise Architecture team, I supported the achievement of Business and IT strategic and operational objectives by guiding the maturation of ITSM and Enterprise Service Management (ESM) strategy and practices, enabling frameworks and tools, and development of associated roadmaps and plans. Ensuring integration with other core IT methodologies.Key Achievements: - Developed strategic ServiceNow (SN) roadmap - Led a strategic service provision and SN platform review across IT/non-IT service providers, and produced a 3-year roadmap with 35+ initiatives grouped by 5 strategic themes (inc. improving ITSM and SN platform governance). This supported license renewal negotiations, and $2M+ multi-year investment to uplift capabilities. - Designed & Implemented Portfolio Demand Management process - This enabled ad hoc project requests to be submitted, analysed, and estimates produced, and facilitated governance groups to make improved prioritisation and investment decisions. This drastically improved the ability to plan and deliver these projects in-line with the planned portfolio of projects.- Developed IT Asset & Configuration (ITACM) strategy and roadmap – ITACM activities were ad hoc and inefficient with no CMDB. Developed an ITACM strategy and roadmap which supported investment for multi-year project to uplift capabilities.
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Service Management SpecialistUniversity Of Melbourne Jun 2014 - Dec 2016Melbourne, AustraliaProvided expertise to develop and implement an Enterprise Service Management (ESM) strategy and common ESM framework across multiple service providers (utilising a common toolset) in support of the program to implement the shared service model. Key Achievements: - Led tender for Enterprise Service Management (ESM) Platform - In support of the transition to a shared services model, led a tender to evaluate, compare and select the new platform (ServiceNow platform chosen). Over the next 2-3 years the Shared Services Implementation Project (SSIP) then successfully rolled out the new platform for all in-scope providers. - Developed the Enterprise Service Management (ESM) strategy:- This supported the transition to a shared services model (IT, HR, Finance, Facilities, Research, Legal & Risk, Academic Services). Over a 2–3-year period, the vision, goals, principles, and target service model guided the implementation program. It included the target omni-channel service access model (voice, in-person, on-line) and outlined the future shared service desk, as well as describing the target ESM framework (common standards, protocols, processes, and roles enabling end-user experience to be consistent and of uniform quality).- Led design of Enquiry Management process for non-IT service providers - Led design of Enquiry Management process for non-IT service providers. This helped to drastically reduced paper request forms and email inboxes by 80%, replacing them with ServiceNow digital forms/workflows, and achieving 20% operational cost saving via reduced fulfilment effort.
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Practice ManagerProactive Services Pty Ltd Jan 2013 - May 2014Melbourne, Victoria, Australia• Overall responsibility for Service Management consulting practice and monitoring the quality of consulting service delivery.• Leadership and management of ten consultants.• Sales support and solutions design.• Delivery of strategic service management consulting services (e.g. service management strategy, SIAM, service management architecture).
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Southern Region Managing ConsultantProactive Services Pty Ltd Dec 2010 - Dec 2012Melbourne, Australia• Business development, sales, and account management.• Management of region consultants and trainers.• Delivery of consulting and training services, oversight of significant projects.• Development and implementation of new consulting services.
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Principal ConsultantProactive Services Pty Ltd May 2010 - Nov 2010Melbourne, Australia• Delivery of consulting and training services (inc. maturity assessments, project planning, ITIL process design).
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Senior ConsultantProactive Services Pty Ltd Aug 2007 - Apr 2010Melbourne, Victoria, Australia• Delivery of service management training and consulting service offerings.
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Service Acceptance ManagerIbm May 2006 - Jun 2007Portsmouth, England, United Kingdom• Managed the service acceptance team.• Reviewed business requirements and provided input into the solution design and overarching test strategy. • Produced acceptance test plans, test cases, and test reports. -
It Service DesignerMarks And Spencer Apr 2005 - Apr 2006London, United Kingdom• Developed service designs for projects ensuring service and support processes, SLA’s and KPI’s were implemented as part of go live. -
Service Development ManagerBarclays Uk Jun 2004 - Mar 2005Poole, Uk• Ensured new or enhanced services were built with an effective IT Service Management (ITSM) capability. -
Service Delivery ManagerIbm Nov 2001 - May 2004Portsmouth, United Kingdom• Management of the IBM Customer Relationship Management (CRM) Siebel application which supported 25,000 users across 5 major business units including field sales and marketing. Included customer relationship management, service reviews and improvement.
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Incident & Problem ManagerIbm Nov 2001 - May 2004Portsmouth, England, United Kingdom• Worked with the Service Desk, Change Management and Suppliers to minimise the impact of incidents and to proactively prevent errors. Introduced several improvements including a Major Incident procedure.
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Change & Release ManagerIbm Nov 2001 - May 2004Portsmouth, England, United Kingdom• Management of hardware and software changes (upgrades to o/s, increased storage, mainframe moves). This role included predicting future capacity and performance requirements of IT resources.
Stephen Miles Education Details
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Computer Information Systems -
South Downs CollegeIt Applications And Services -
Computer Information Systems
Frequently Asked Questions about Stephen Miles
What company does Stephen Miles work for?
Stephen Miles works for Department Of Education
What is Stephen Miles's role at the current company?
Stephen Miles's current role is ServiceNow Platform Manager.
What schools did Stephen Miles attend?
Stephen Miles attended University Of Liverpool, South Downs College, University Of Liverpool.
Not the Stephen Miles you were looking for?
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Stephen Miles
Greater Melbourne Area -
1southyarrarealestate.com.au -
Stephen Miles
General Manager | Operations & Commercial Manager | People & Safety Leadership | High Risk Industries (Transport, Utilities, Manufacturing) | Harnessing Human Potential To Deliver Commercial And Operational Outcomes.Brisbane, Qld -
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