Define Global Service Support Models incl. Shared Services, AWS hosting, DevOps, Innovation planning and Managed ServicesBuild and refine cost and pricing constructs Lead Offer Catalog buildout for Managed Services portfolio, working across internal company pillars, products and regionsDesign Tools and Capabilities to improve key data collection, service quality and automated operationsManage Customers Large scale ($15M+) Revenue and Charging solution transformation initiatives and SaaS migrations. Oversee the hiring, enablement, upskilling and takeover of services for large service transitions (100+ resources)Lead Service Operation deep dives and analysis to challenge optimised delivery processes and modelsManaged Statement of Work, Service Scoping, Service Level and Service credit contractual discussions for new bids

Manage Operational cost and approval for Change requestsManage Incident Management Teams and ProcessesManage Request Fulfilment Teams and ProcessesManage Operations resources and forecastingAccountable for SLA Calculation and ManagementAccountable for release acceptance sign-offManage projects Risk, Issues and Actions registerManage event management end to end processManage project plan and responsibility for decommissioning customers and data from production systemManage end to end billing and revenue management processesManage end to end ticket managementPreviously owned access management and applications management from a vendor perspectiveManaged Governance meetings and escalation point for production issuesSuccessfully implemented several large CSIs saving over 25 days of work per annum and reducing operational risk significantlyDropped the occurrence of operational issues from an average of 3 per month to .5 per quarter.

My responsibilities in the Lead role started as managing the small operations team and their day to day work. This evolved into resource management, financial calculations and ownership of the production environment. This natural progression led to the change of title to Operations Manager since the role ended up owning the accountability and responsibility for a large percentage of our services.