Stephen Miles Email & Phone Number

Melbourne, Vic, Au

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Established 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.

Melbourne, Australia

As 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.

Melbourne, Australia

Provided 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.

Melbourne, 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).

Melbourne, 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.

Melbourne, Australia

• Delivery of consulting and training services (inc. maturity assessments, project planning, ITIL process design).

Melbourne, Victoria, Australia

• Delivery of service management training and consulting service offerings.

Portsmouth, 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.

London, United Kingdom

• Developed service designs for projects ensuring service and support processes, SLA’s and KPI’s were implemented as part of go live.

Poole, Uk

• Ensured new or enhanced services were built with an effective IT Service Management (ITSM) capability.

Portsmouth, 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.

Portsmouth, 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.

Portsmouth, 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.

Bachelor Of Science Degree, Computer Information Systems

National Diploma, It Applications And Services

Bachelor Of Science - Bs, Computer Information Systems