Project/Delivery Manager - HFC Data Completions Ensured that The Telstra HFC program network targets for NBN's Data completions group and theirupstream partners were achieved by actively managing the day to day operations of the HFC completions team for data load and defect resolution, both internal and managed service partner.Managed all operational day to day requirements of the completions team,Key in development and implementation of agreed initiatives to improve the performance and quality of delivery teams, Developed strong relationships with key stakeholders through cross-functional management, engagementand collaboration with both upstream and downstream teams, with particular emphasis on downstreamdesign, Network acceptance and NSO to achieve KPI's and meet SLA's, i.e service handover and assettransfer targets.Represented Data completions in multiple forums with key stakeholders, up to C level ensuring processalignment across all work streams to achieve delivery targets.Primary contact for all escalations pertaining to data completions,

Management and Governance of VHA's MSP's (Managed Service Partners.) Namely NokiaSiemens Networks and Tech Mahindra.Responsible for the delivery of Managed Services both on and off shore, including voice, dataand Mobile servicesService and Process owner for Incident ManagementService and Process owner for Change ManagementDomain owner for RAN (Radio Access Network) and Transmission NetworkDomain owner for Core NetworkDomain owner for OSS and IP networksService owner for Vendor Management - Multiple Vendors. Responsible for ensuring regular service reviews and continual service improvementsCovering Duty Service Manager on a rota basisManagement of Operational requirements through proactive collaboration with Delivery andkey project stakeholders to ensure Network, Service and Customer impact is minimal andcustomer satisfaction is maintainedAgreeing, setting and management of SLA's, CSL's, ESL's and KPi'sIncident ratification24 x 7 Escalation ManagerContract NegotiationStaff mentoring - Operational lead for Graduate mentoring scheme within Technology OperationsService Management.

Service management of Westpac Banking Corporation, St George Bank and BT Financial Services Mobilityservices, 15,000 plus devices, comprising of Mobiles, Data Cards and EftposManagement of deployments and service transition and change for the customerAchievement of SLA objectives and compliance within Contract terms and Conditions relating to servicedelivery using the Service Delivery ITIL framework.Provision of SLA and performance reports as contracted.Incident and problem ManagementSupport of delivery organizations to improve the performance against contract and the business plan 24 x 7Escalation point for all customer related issues, ensuring timely and satisfactory outcomes Analysis of performanceindicators, reporting according to the SLA.Main Stakeholder for service review meetings with the customer providing feedback about service performanceto internal and external stakeholdersManagement of customer expectations and perception in order to secure customer satisfaction.Implementing, reviewing and updating current business processes to maximise efficiency and productivity, todrive the delivery of service to the customer in a quality and timely manner.Building, maintaining and constantly improving on customer and internal service delivery organizationalrelationships.Designing future processes and defining requirements for functional areas within the service deliveryorganization.Trained, coached and mentored staff to achieve continual service improvements

- Operational management and governance of Commanders Managed service providers Commander’s IN Intelligent Voice Network, comprising of Ericsson Engine Integral running over an ATM and MPLS core network. Commander’s Voice over IP Network, comprising of Broadsoft and Ericsson Engine Multi Media Engine running over an MPLS and IP core network.- Vendor Management relating to outsourced network components, i.e. Ericsson for Network monitoring, level 1 , 2 and 3 management, Cisco for MPLS core, Telstra, Optus, Pipe and AAPT . Emerson for Environmental. SLA monitoring and management, Contract management, determining reporting requirements, Incident, major incident and change management, Process agreement/review and implementation, Monthly service review meetings with all vendors. Escalation management. On a 24 x 7 basis. - Management of multi cross functional teams including, Network Operations Centre, Installation and field support teams- Staff management and development- Development and implementation of work instructions and operational procedures- Agreeing, setting and management of SLA’s and KPI’s- Planning and implementation of system and software upgrades- Customer service management- Total quality management