Works with Service Delivery Managers in the US and UK on governance of services including service management, incident and problem management, knowledge management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.Leads a Desktop Support team in Perth and 7 virtual teams including a Service Desk spread across Melbourne, Rayong, Jakarta, Kuala Lumpur, New Delhi, Sakhalin Island and Houston (19 direct reports in total).• Increased teams ticket SLA compliance by 5% to meet and exceed target of 91%• Reduced amount of customer complaints by 94% • As part of a successful Service Desk relocation project, visited the Houston office and:o Cross-trained US staff on Asia Pacific Service Desk processeso Single-handedly created Asia Pacific Knowledgebase using OneNote for the US and Asia Pacific staff• Successfully trained 50 staff across the Asia Pacific region on how to use Microsoft SCSM• Created and enhanced 100+ documents including the global Problem Management document, Projects to Operations handover document, IT Induction Pack, Access to Personal Data Access form, software management guide, hardware procurement guides, various ITSM tool guides and much more.• Helped leaders globally to create effective and easy-to-use staff and service delivery measurement dashboards using pivot tables, slicers and conditional formatting in Excel• Smoothly transitioned all staff requiring email on their mobile device to AirWatch in the Asia Pacific region. This was done by generating reports on who used email on their mobile device/s ahead of the go-live date, gaining approval from each person’s manager so that when the service went live, the approved staff could be activated on AirWatch straight away. This was a resounding success and Wood Group staff in Asia Pacific rolled onto AirWatch in the first week with little to no downtime to email on mobile devices.