Global leader tasked with building, leading, coaching and mentoring a global team of Senior Managers / Managers, Technical Support Engineers, and Support Representatives. Responsible for the support strategy & delivery of Contentful's world-class support to all of our customers around the world. Drive increased customer satisfaction and retention, operational excellence, and employee engagement.The Contentful® Composable Content Platform brings the building blocks of content together to create once and reuse for any digital experience. The API-first platform integrates easily with data sources and new functionality as digital experiences and technology evolve. With built-in orchestration, a robust app ecosystem, and app framework to easily extend the platform, Contentful frees teams across the business to work together to connect, create, and extend content more efficiently. Contentful helps companies unlock the power of digital content so they can build faster and deliver at scale, making their content a strategic business asset. Nearly 30% of the Fortune 500 and thousands of companies around the world rely on Contentful to help them bring their best ideas to life.

Providing leadership responsibility for the delivery and support of global technical teams across multiple portfolios in ServiceNow's 24x7 World Class Customer Support Center.I have responsibility and overshadow the Implementation, delivery and monitoring of all activities impacting my highly motivated and talented Managers and Technical Support Engineers to deliver the best possible support experience. This includes driving successful outcomes in recruitment, personal development, workforce allocation, incident/problem management, escalation procedures, change management and SLA & KPI reporting. I also participate and foster cross-functional alignment to our Engineering, Customer Success/Professional Services and Account Teams to ensure the customer is being afforded the best possible experience in the products they have adopted as well as ensuring my teams activities assist in the wider successes of the customer and ServiceNow in terms of retention and renewals.My wider remit includes being a part of the local and global leadership team to review technical support direction, service availability, SLA performance against confirmed processes and the frequent assessment of customer feedback and quality of service through customer satisfaction surveys. I constantly strive to place an emphasis on delivering to our core values and beliefs. I am also working on several significant global project delivery initiatives to assist the organization to become the number one globally recognized customer orientated support provider. I thrive on improving operational efficiencies and productivity, feel I have strong communication skills and constantly use my experience to drive a productive and cohesive environment which our customers love working with.

In my role as a client advocate, I fundamentally support our customers adoption of ServiceNow. I achieve this by building an understanding of our customers business strategies, challenges and IT landscape. This allows me to assist in the customer being successful in their objectives and being able to deliver their business realisation by aligning ServiceNow solutions to address their immediate and long-term needs.I also: Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectationsParticipate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projectsFacilitate summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicableManage, document and report on performance against service level agreements (SLA's) Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying resultAct as an escalation point and advocate for critical customer issues. Understand and explain ServiceNow application, features and benefits as it relates to customer needs

I lead a team of EaaS (Everything as a Service) Integration experts in a rapidly growing, global support team where we are responsible for delivering technical solutions and maintaining customer satisfaction by delivering a world class customer experience.My role is one designed to lead by example, to build and maintain the ServiceNow culture where we; and specifically my team are built and operated around teamwork and collaboration. ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. As one of the fastest growing cloud-based software companies in the world, we are aggressively hiring in all areas of the business in nearly every state, province, and country around the globe.

The opportunity is NOW; connect with me to learn more or check out www.servicenow.com

Lead / Senior Critical Situation Manager for the APJ Region acting as a Major Incident Manager for ServiceNow and their entire global customer base. Within this role I was responsible for Priority 1 / Severity 1 incidents that were impacting ServiceNow or Customers who use the ServiceNow platform for their day-to-day operations. The role was designed and operated to co-ordinate the Technical Support Teams dealing with these critical situations to ensure a timely resolution. The Critical Situation Manager also owns the high level communication to both the Customer and Internal Executive teams to ensure that all are appropriately communicated to and aware of the current situation and the next steps. This role reported directly into the APJ Regional Delivery Director.

PriceWaterhouseCoopers is a firm committed to collaboration and strong relationships that help our clients realise their ambitions. The PwC AUiT group provide enabling business technologies and information technology services that support the firm in meeting its overall strategic objectives.The Operations Integration Manager is the Single Point of contact into AUiT Operations for all projects and changes. I am responsible for facilitating requirements impacts & risks on behalf of the Operations groups and the allocation of Operations SME resources for projects.I am also required to provide feedback, requirements and signoff on behalf of Operations covering:Non Functional requirementsTrainingImpactsRisks Ongoing Operational costsSupportability/Operational ReadinessThe Operations Integration Manager plays a critical role in ensuring that all Operations impacts and requirements have been addressed/risk accepted/delivered before signing off on all project/change implementations.

Westpac has 10 million customers, has Australia's largest branch network with almost 1200 branches and an ATM network with more than 2800 ATMs. The bank is Australia's second largest provider of home lending and Australia's second largest provider of wealth platforms by funds under Administration. Westpac was recognised by the Dow Jones Sustainability Index as the most sustainable bank in the world for five years running,Accountability within this role is to operate within the National Operation Centre to ensure that service availability, efficiency and quality are increased through the delivery of critical incident communications and reviews, whilst ensure a heightened focus is maintained on problem resolution across the entire Westpac Enterprise.

Management of a virtual team spread throughout the APJ Region. Identify and measure my Incident Management Team employee performance through objectives, periodical review sessions and measurement against target criteria.Work alongside Service Delivery Managers to resolve issues and needs of the client through ensuring the internal support teams are operationally led through the Incident Management process. Escalations to and management of third party vendors for specified incidents as required.Creation and input into to Service Level Agreements on new and existing Asia Pacific Clients. Assist HP Management and Clients with contractual and metrics reporting for both internal HP and Client Specific requirements. Analyse the data collected to support and measure the progress in process improvement efforts and to validate best practices.Inform decision makers regarding selection and support of process improvements/management and establishment of standards and performance metrics to identify and recommend improvements, improve productivity and increase client satisfactionMaintain close contact and communication channels with the Global Incident Management process owner to ensure high quality service requirements are met.

Responsible for delivery of a world class IT service through the efficient and effective management of Service Desk resources.Production of Key Performance Indicators and call flow analysis.Manage the operational targets and key metrics for effective and efficient day to day running of the Service Desk within a Global ITIL aligned organisation.Managed the transition of knowledge and implementation of an offshore Service Desk Project to Chennai, India. Maintain and build positive working relationships with other ITIL disciplines within Aviva worldwide and 3rd party suppliers.Manage staff across 3 locations servicing over 60,000 customers worldwide averaging 30,000 calls a week.Ensured agreed Service Level Agreements (SLA’s) are adhered toOversee staff development and coaching for 100+ Staff.Deputised for the UK Operations Manager when appropriate.Create, maintain and monitor proactive trending via Crystal Reports.

Act as top escalation point for all high severity incidents impacting upon IT Services out of hours (18:00 - 07:00 M-F, 24hrs Sat - Sun). Point of contact for all out of hours incidents - classification, prioritisation and resource management. Co-ordination of available resources to ensure speedy resolution of incidents, minimising impact on business processes. Invocation of Disaster Recovery and IT Service Continuity measures.

Co-ordinate and participate in the management of high severity problems and communicate outcomes in a timely and professional manner – As per agreed service level agreements.Prepare and chair the weekly Problem Management Board governance forum.Conduct and chair Problem Resolution Forums with senior stakeholders, customers and support areas to efficiently investigate root cause.Maintain and build positive working relationships with other ITIL disciplines within Aviva worldwide and 3rd party suppliers.Manage, report and review Management Information and Key Performance Indicators on the performance of and conformance to the problem management process.Recommended and implemented Problem Management Processimprovements.Deputised for the Problem Process Owner where appropriate.Create, maintain and monitor proactive trending via Crystal Reports.