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Work Background
ORGANISATIONAL CHANGE //  Rebel With A Cause
karenferris.comORGANISATIONAL CHANGE // Rebel With A Cause
Dec. 2017Melbourne, AustraliaDriven to challenge the traditional ways of thinking about organisational change management and bring it into a world where change has to be everyone's business. This is a world of constant, uncertain, unprecedented and disruptive change. The next disruption is just around the corner and we will not see it coming. We just have to be ready for it. Helping organisations build an enterprise-wide change management capability that is a platform for change not a program. Transforming the change management capability into a strategic force for change and building a competent and enabled network of change champions. Equipping change management professionals with tools that are F.A.S.T.E.R. - fluid; accessible; simple; transparent; evocative; and relevant.
LEADERSHIP CAPABILITY // Leadership Development
karenferris.comLEADERSHIP CAPABILITY // Leadership Development
Dec. 2017Enabling leadership to lead high performing teams in a rapidly evolving business landscape. Leadership programs include Adaptive Leadership; Leading the High performing Hybrid Team; Moving From Command and Control to Empowerment and Trust; Increased Accountability and Customer Focus.
WORFORCE RESILIENCE // Holistic - Contextual - Individualised
karenferris.comWORFORCE RESILIENCE // Holistic - Contextual - Individualised
Dec. 2017Highly successful organisations are those with a workforce that is resilient in the face of volatile, uncertain, complex and ambiguous change. This is a workforce that embraces constant change as the norm. There is shared recognition that change can often not be predicted or foreseen and therefore the only response is to be ready for whatever change may be thrown their way. Employees do not just bounce back from a setback - they bounce forward having learnt from the experience and grown.
SERVICE MANAGEMENT EXPERT // Strategic, Tactical and Operational
Macanta Consulting Pty LtdSERVICE MANAGEMENT EXPERT // Strategic, Tactical and Operational
Nov. 2009Melbourne, AustraliaProviding consultancy services in Service Management and application of best practice as per ITIL. Bringing over 15 years of practical experience working in service management in the capacity of practitioner, manager, trainer and consultant. Assisting organisations in identify what their immediate, medium and long term strategy in achievement of service excellence should be and working with the organisation to realise these goals in the most effective and efficient manner. Applying organisational change management to assist people transition through change.
Head of Service Management Office
National Australia BankHead of Service Management Office
Aug. 2009 - Nov. 2009With the creation of the Integrated Service Delivery (ISD) organisation, the Service Management Office (SMO) was established and Karen was directly appointed into the position of Head of SMO. The SMO is the custodian (ownership and management of) Service Management processes and functions. The SMO drives Continual Service Improvement across all processes.
Delivery Services Manager
National Australia BankDelivery Services Manager
Jul. 2008 - Aug. 2009Following a restructure of Service Management the traditional (ITIL V2) streams of Service Support and Service Delivery were combined into Delivery Services. My scope of responsibility now covers Problem, Change and Release, Service Ownership, Process Ownership, Service Reporting, Capability Framework, IT Service Continuity Management and Availability Management.
Service Delivery Manager
National Australia BankService Delivery Manager
Apr. 2007 - Jul. 2008Reporting to Head of Service Management. Owner of Regional Technology Service Management - Service Delivery. Responsible for provision of governance processes and procedures for Service Management processes and procedures. Manage and own customer relationships and account management for all matters relating to delivery of agreed services. Manage and lead the Business Delivery Managers and Service Account Manager (Telstra) providing a single point of contact for customer relationship and account management matters relating to delivery of service. Actively market Technology Operations IT capabilities, services and opportunities that deliver a high level of service meeting Business Partner expectations and providing value to the organisation.
Practice Manager
ProActive Services Pty LtdPractice Manager
Sep. 2004 - Apr. 2007Karen is the Practice Manager at ProActive Services Pty Ltd. In addition to providing consultancy and training services to customers, Karen also has overall responsibility for all the ProActive consultants, Australia wide. This entails ensuring all staff needs are met and that ProActive has the skills and experience within its consultancy service to meet with customer needs and demands.
IT Service Management Consultant
KMF AdvanceIT Service Management Consultant
Dec. 2001 - Sep. 2004Operating as an independent consultant under the business name of KMF Advance - providing organisations with IT Service Management and ITIL services. Clients include the Department Of Defence. KMF Advance was engaged by the Department Of Defence in Canberra to design and implement ITIL Service Support processes including Incident Management, Change Management and Configuration Management, across the Information Services Branch (ISB). ISB has more than 90,000 users (80,000 desktops) across 325 sites. Consultancy services were also provided in the area of Service Level Management, IT Service Continuity Management and Availability Management.

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