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Work Background
DeloitteSenior Manager, Service Delivery & Operations Management
Aug. 2022Melbourne, Victoria, AustraliaOverall Management of 25+ engineers at The Bureau of Meteorology, focused on managing DevOps and cloud support services. Key responsibilities include overseeing service delivery, financial management, service management, reporting, and workload management across cross-functional teams. Additionally, responsible for overseeing operational requirements within a large-scale transformation program at the Bureau. • Built strong relationships with customers and key stakeholders through proactive communication, responsiveness to their concerns, and a dedicated effort to understand their specific needs, fostering mutual trust and effective collaboration.
• Increased quality across the Bureau of Meteorology by implementing quality assurance measures, enhancing process efficiencies, and fostering a culture of continuous improvement, resulting in elevated standards and client satisfaction.
• Managing the successful transition of the Enterprise Integration Platform into Operate which allows for meteorology agencies globally to securely transfer data to and from the Bureau of Meteorology in Australia. • Supported the Go-Live the Bureau of Meteorology’s secure website.
• Key contributor to successfully extending multiple contracts and orders across the Bureau of Meteorology, including the operational support contract for an additional 2+ years with a total value of ~$8M.
• Extended support services across the DevOps stack for an additional 2 years with a value ~$3M
Kinetic ITContact Center Operations Director
Mar. 2020 - Aug. 2022Melbourne, Victoria, AustraliaAs Contact Center Operations Director, I oversaw operations at Victoria Police, V/Line Trains, and Metro Trains Melbourne, I managed teams of 20-120 engineers, covering contact center operations (24/7), end user compute and infrastructure services. My role was instrumental in ensuring smooth service delivery and operational excellence across critical organizations, while overseeing strategic planning, resource allocation, and performance management to uphold the highest standards of reliability and efficiency. • Managed a ~$8M P&L for a large government account, ensuring financial accountability and sustainable operations.
• Directed teams of 20-120 staff across Contact Center, End User Compute, and Infrastructure functions, driving initiatives to improve service quality, operational efficiency, and customer satisfaction.
• Spearheaded contract management requirements across Contact Center, including due diligence, transitions, and negotiations, to secure favorable terms and support business continuity.
• Established strong customer and vendor relationships through effective communication, trust-building, and consistently exceeding expectations.
• Led the Contact Center’s critical response efforts during COVID-19, ensuring rapid issue resolution and uninterrupted support for policing matters across Victoria, Australia.
Kinetic ITContact Center & Service Delivery Manager
Jan. 2018 - Mar. 2020AustraliaAs a Contact Center & Service Delivery Manager, my role encompassed overseeing and optimizing service delivery across diverse teams and operational functions at both the Department of Defence and Victoria Police. I was responsible for ensuring that service levels consistently met or exceeded client expectations within these critical organizations. Managing resources effectively and fostering a culture of continuous improvement were central to my responsibilities. This involved strategic planning, implementing best practices in service management, and aligning operational goals with organizational objectives across the accounts. I played a pivotal role in building and maintaining strong client relationships, promptly addressing issues, and driving initiatives to enhance service quality and efficiency. Additionally, I led teams through various challenges, providing guidance, support, and promoting collaboration to achieve optimal outcomes in contact center and service delivery. • Established an operational incident management framework aligned with strategic requirements, enhancing response capabilities across Contact Center and support functions.
• Improved key operational metrics within the Contact Center, including first-call resolution, average handle time, and customer satisfaction scores, through process optimization and team performance management.
• Partnered with the Service Director to achieve financial targets by analyzing delivery stream data, addressing revenue leakage, and implementing resource optimization strategies.
• Promoted to Contact Center Operations Director
Kinetic ITService Operations Integration Manager
Jan. 2017 - Jan. 2018Melbourne, Victoria, AustraliaAs the Operations Integration Manager at Victoria Police, I led a team of 6 professionals in ensuring the seamless integration of services and systems to optimize operational efficiency and enhance service delivery. • Spearheaded the upgrade of Service Integration processes for Incident, Major Incident, Change, Problem, and SACM processes, enhancing client account operations.
• Conducted thorough assessments and stakeholder consultations to identify opportunities for innovation and service improvement
Kinetic ITService Operations Relationship Manager
May. 2016 - Jan. 2017Qantas, Sydney NSWAs the Operations Relationship Manager for Qantas, I fostered and maintained strategic partnerships to enhance service delivery and customer satisfaction. • Led strategic operational planning initiatives, aligning IT services with Qantas Business objectives for maximum impact.
• Championed SIAM process and procedure mentorship across diverse support teams and vendors, elevating operational competencies.
Kinetic ITService Operations Manager, Major Incident Management - Qantas
Jul. 2015 - May. 2016Qantas, Sydney NSWAs the Major Incident Manager at Qantas, I managed a team of 8 professionals dedicated to overseeing and coordinating responses to critical incidents affecting the airline's operations. In this pivotal role, I mobilized response teams promptly, assessed the severity and impact of incidents, and implemented structured incident management processes to minimize disruption and swiftly restore services. Collaborating closely with cross-functional teams and stakeholders, I ensured clear communication, effective escalation procedures, and the successful resolution of major incidents. Post-incident, I conducted comprehensive reviews to identify improvement opportunities and implemented preventive measures to enhance operational resilience, ensuring a seamless experience for passengers and stakeholders alike. • Revitalized Major Incident protocols for Qantas, fostering a unified response across all corporate divisions during critical events to • Cultivated pivotal relationships with essential stakeholders within Qantas and the Integrated Operations Centre (IOC).
• Directed the swift resolution of high-impact incidents, managing coordination efforts and ensuring effective communication to ensure minimal impact to meet Qantas flight times and KPIs as legislated by government.
Kinetic ITContact Center Transition Operations Manager
Mar. 2015 - Jul. 2015Melbourne, Victoria, AustraliaIn my role as Contact Center Transition Operations Manager, I oversaw the seamless transfer of services and operations to ensure continuity of critical functions with minimal disruption. This involved close coordination with internal stakeholders and outgoing vendors to comprehend existing processes, systems, and contractual obligations. Through strategic planning and meticulous execution, I facilitated a smooth transition by implementing essential changes and enhancements to enhance service delivery and align operations with Victoria Police's needs. This encompassed effective management of timelines, resources, and communication channels to ensure a successful handover and operational readiness. • Successfully transitioned a 120-person service delivery team into Victoria Police, enhancing frontline support services and improving ICT-enabled communication for police officers.
Kinetic ITContact Center Operations Manager
Nov. 2010 - Mar. 2015Melbourne, Victoria, AustraliaAs the leader overseeing the Contact Center Operations team at Melbourne Water and Carlton United Breweries (CUB), I managed a team of 40+ engineers encompassing Contact Centre, Desktop Services, and Service Management teams. Emphasizing customer service and process management, I ensured strict adherence to SLAs and consistently exceeded customer expectations. • Managed daily Contact Center operations for large government accounts, ensuring SLAs and contractual obligations were consistently met or exceeded while maintaining high standards of efficiency and service quality.
• Designed and implemented Incident and Problem Management processes for the SABMiller deployment of a global SAP template, ensuring timely issue resolution and minimal disruption to Contact Center operations.
• Oversaw the relocation of end-user services for 2,500 employees, coordinating logistics and ensuring business continuity with minimal impact on Contact Center performance and customer service delivery.
Fujitsu Australia LimitedService Desk Manager
Mar. 2010 - Oct. 2010
Fujitsu - Department of Broadband, Communications and the Digital EconomyService Desk Manager
Oct. 2008 - Mar. 2010
ServicePoint Australia Pty LtdService Desk Supervisor
Apr. 2008 - Oct. 2008
Department of DefenceService Desk Manager
May. 2006 - Apr. 2008
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