ResponsibilitiesAs a reliable Service Delivery Manager in an Agile environment, I was accountable in ensuring customer services were actively managed and supported in adherence with contractual SLAs and security expectations. I was the escalation path to ensure prompt resolution.Key Deliverables• Manage the contractual obligations related to operational delivery of services. • Lead and mentored delivery staff to meet customer requirements.• Liaise with operational chapter leads to manage strategic and operational risks effectively.• Ensure ongoing customer satisfaction through formal meetings and reporting, including SLA reporting.• Coordinate relevant subject matter experts to provide advice to customer requirements.Achievements• Lead the Service Desk in developing a dashboard for monitored alerts resulting in a 35% reduction in incidents.• Reduced risk of service failure during internal project implementation by implementing customer management processes, later duplicated for other customers.• Enhanced operational reporting based on customer feedback, providing more relevant and actionable insights, facilitating better decision-making.

ResponsibilitiesI have a proven track record in minimising risks, improving service quality, and business management through controlled change management practices. Key Deliverables• Organise and facilitate regular CAB meetings to review and approve proposed changes.• Ensure change requests are properly documented, including description, impact, risks, implementation plans and back-out procedures.• Develop and deliver training programs to educate stakeholders on change management processes, procedures, and tools, ensuring understanding and compliance.• Conducting post-implementation reviews to identify areas for improvement.• Communicate change, status and scheduled dates in Forward Schedule of Change (FSC).Achievements• Designed and implemented an automated reminder email to provide outcomes resulting in a 19.7% time reduction.• Enhanced operational support efficiency by implementing naming conventions for multiple platforms’ changes. • Led initiatives to drive customer adoption of business management process through persuasive techniques, resulting in customer satisfaction.

ResponsibilitiesAs first point of contact I was accountable for prompt and effective incident resolution while maintaining a high level of customer satisfaction.Key Deliverables• Receive, log, and respond to phone calls, and emails from users requesting services or experiencing issues.• Escalate complex or unresolved issues to appropriate support teams or vendors while ensuring proper follow-up.• Maintain accurate record of incidents, service requests, and resolutions in operational support system.• Create, modify, and disable user accounts across various systems and applications.• Identify opportunities for process improvement and contribute to standard operating procedures.Achievements• Collaborated in designing a self service portal for common requests and frequently asked questions.• Voice recorded for customer billing recording due to my professional and calm customer delivery.• Introduced daily stand-up meetings to grow alignment within team resulting in increased adaptability.

ResponsibilitiesI was responsible for developing and implementing training programs to ensure that over 250 healthcare stakeholders had the necessary skills and knowledge to adopt new processes, systems, and technologies within six weeks. Key Deliverables• Collaborate with project teams, subject matter experts, and stakeholders to understand training requirements.• Design training materials, including manuals, guides, and e-learning modules specific to role requirements.• Ensure training activities are integrated with broader change management initiatives.• Gather feedback from participants and stakeholders to continuously improve training programs.• Develop aids, user guides, and other resources to support employees in applying new skills in the role.Achievements• Delivered hard copies of training material within three business days without an account with printer or credit card.• Received 94% satisfaction rate in the training feedback surveys.• Delivered training to over 250 health stakeholders within six weeks to meet tight timeline.

ResponsibilitiesThis contract was with Lumley Insurance to grow JB HiFi sales stakeholders knowledge and capabilities on mobile insurance specifically offered to their customers.Key Deliverables• Deliver engaging and interactive training sessions, adapting content to suit learning, and providing case studies.• Gather feedback, conduct post-training assessments to measure knowledge retention and make recommendations for improvement.• Ensure that knowledge and skills acquired during training were effectively transferred to the workplace.Achievements• Stores I trained had a 12% higher sale figure of the product than other stores.

ResponsibilitiesAs a committed Organisational Change Manager on the project to open the Gold Coast University Hospital I was responsible for ensuring the smooth transition and adoption of new processes, systems, and cultural changes. Key Deliverables• Identify key stakeholders and their roles in the change process and conducting a gap analysis. • Monitor progress, identify barriers, and adjust strategies as needed to keep change initiatives on track.• Develop and execute communication plans to keep stakeholders informed and engaged throughout the change process.Achievements• Conducted a needs analysis allowing flexibility in solutions leading to being able to meet opening date deadline.

ResponsibilitiesAs the Organisational Change Manager for Suncorp’s Compulsory Third Party (CTP) project I was responsible for documenting resource knowledge and gap analysis of manual process with new system process.Key Deliverables• Develop documentation outlining existing resource knowledge, including processes, procedures, and best practices.• Prioritize identified gaps based on their impact on operations, compliance, and customer experience.• Provide recommendations for mitigating negative impacts and maximizing the benefits of the new system.Achievements• Conducted a thorough gap analysis, resulting in the identification of requirements between system processes, resulting in completion four months ahead of timeline.

The Payroll Portfolio was created after the new payroll system was less than successfully implemented in March 2010I was approached to consider this role. I identified gaps that contributed to the less than successful implementation and designed, developed and implemented new business processes to assist the new system. I was recognised for engaging managers and encouraging their adoption of the new processes mobilising the individual change necessary for the initiative to be successful which delivered value to the organisation.Responsiblilities• Prepared a Gap Analysis of present and future processes to resolve any gaps prior to implementation.• Understood scope, high level milestones and timelines of all change management efforts and provided leadership/direction to meet the program objectives.• Provided guidance on training plans, activities, and deliverables required to successfully complete the people-related efforts of the implementation processes across the program.• Facilitate the successful transfer of business and/or technical skills and knowledge to promote the successful adoption within the business.• Develop and deliver training for clinical and non-clinical systems to training program plans. • Interact with project team and task managers to define scope of work to develop and update detailed schedules, cost information and identification of variances from original plan. • Analyze critical path and constraints to determine effect of training to schedule and recommend work-around. • Facilitate the management of internal and external relationships, understanding stakeholder requirements.• Provide senior management with strategic advice taking into consideration both internal and external stakeholders.• Communicate strategic direction to all employees and stakeholders in the organisation.• Develop training and implementation strategies to lead improvement of business processes.

The Automated Anaesthetic Record Keeping (AARK) solution is an enterprise IT system and business process solutions for the perioperative environment including theatre and recovery departments at 43 Queensland Health sites.While in the role of Training Coordinator I was asked to lead the Project support team in supporting the project team ensuring seamless delivery of the project scope. As well as assisting the Project Manager with reporting, budgeting, human resources and minimising risk.Key Achievements• 2011 Healthcare Symposium Award.• Exceeded project manager’s expectations, meeting role requirements in a short timeframe.• Provided advice to internal clients by analysing their specific communication needs, and assisting in the planning, development and implementation of creative strategies as required.Responsiblilities• Design and develop project schedule.• Log all new information into database and provide scheduled reports for contract coordination and reporting purposes.• Interact with project team and task managers to define scope of work to develop and update detailed schedules, cost information and identification of variances from original plan.• Submit status, checkpoint and project highlight reports with P6 in line with project methodology.• Assist project team to develop and maintain periodic status reports to keep management informed on project progress. • Conduct analysis to determine alternative courses of action or recovery on slipped schedules. • Consult with internal and external stakeholders to plan creative strategies for special events, launches, displays and other promotions, which highlight the achievements of the project.• Manage team providing support in the areas of Human Resources, finance and project Management.• Manage documentation and successful completion of each stage in line with project methodologies.

The Automated Anaesthetic Record Keeping (AARK) solution is an enterprise IT system and business process solutions for the perioperative environment including theatre and recovery departments at 43 Queensland Health sites.While on this project I was mentored by PriceWater House developing my project and change skills and knowledge to an exceptional level . Key Achievements• 2011 Queensland Premier’s Award – Finalist.• Provided training approach advice across multiple projects simultaneously.• Trained three Change Managers throughout my time on the project.Responsiblilities• Coordinate and engage internal and external training stakeholder groups scheduling training across 43 sites.• Determine and develop training initiatives to best meet the needs of end users and evaluate training programs to ensure desired learning outcomes are met within the timeframes of the project.• Designed and compiled training reports on delivery and attendance to be presente to the Project Executive and Project Board.• Collect and analyse operational information to deliver quality outcomes in line with project scope.• Evaluate and ensure user readiness and assess the change impact through process mapping workshops and establish the gap analysis and training requirements.• Collaborate with implementation leads in planning and implementing training activities at multiple sites.• Design and develop training, implementation and communication strategies for various stakeholder and organisational groups.• Coach and lead the implementation team and vendor trainers on site training plan and site stakeholder resistance management plan.• Planning all changes through stakeholder engagement, analysis and participation.• Establishing points of resistance and then developing plans to address those areas of concern.• Managing stakeholder relationships at all levels ensuring project buy in from the top down.

The Clinical Informatics Programme consisted of seven statewide clinical IT projects. The Automated Anaesthetic Record Keeping Solution, Electronic Discharge Summary and School of Oral Health Service Information Project all received national and/or state awards of excellence. Project from this programme also later became the beginning of eHealth.• Apply knowledge and maintain awareness of issues for providing advice to senior employees in an area of expertise; and deliver quality outcomes within agreed timeframes• Provide assistance in financial, HR and reporting while adhering to corporate policy and standards• Prepare correspondence and briefing documents applying appropriate use of corporate style guides, templates and standards• Manage daily functionality of the senior executive office utilising confidentiality, tact and discretion• Coordinate agenda and minutes for projects in programme including senior executive meetings• Manage risk and issue registers to ensure quality project outcomes are delivered