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Work Background
UniSuperManager, Service Delivery
Jun. 2024 - Apr. 2025Melbourne, Victoria, AustraliaAt UniSuper, embodying our core values and behavioural expectations is fundamental for every team member, every day. My core contributions include
Strategic Leadership in Managed Service Provider (MSP) Relations: Spearheaded the governance, risk, improvements frameworks, significantly improving MSP performance and alignment with Unisuper strategic goals.
IT Service Management Excellence: Orchestrated the adoption and optimisation of ITSM processes, tools, and software, leading to enhanced service
Strategic IT Service Delivery: Uplifted the ITIL Policies and procedures at Unisuper to address RISK identified over previous three years. Five improved policies and sixteen procedures updated.
Financial Acumen: In year one delivered $300k in saving from Telecommunications review, forecasted $1.4million savings over next 2 years.
Project Management: Secured funding on multiple BAU projects to deliver improvements to IT Controls and Technology Modernisation. eg New MAC SOE, Workspace modernisation including 108 meeting rooms refreshed with new AV VC.
Australian Gas Infrastructure Group (AGIG)Service Management & IT Governance Leader
Jan. 2019 - Jun. 2024AustraliaManagement of Managed Service Provider Partners through Governance, Risk & Vendor Management Frameworks Planning and implementing IT Service Management processes, software and tools to optimize IT service delivery and reduce costs. Conducting IT service quality assurance, monitoring and analyzing performance issues. Supporting IT governance and audit requirements. Study the experiences and practices related to service management as well as the possibility and feasibility of their utilisation; and make recommendations and proposals to adopt best methods and practices.
ESTA (Emergency Services Telecommunications Authority)Solution Delivery Manager - Database & GIS
Sep. 2018 - Jan. 2019Burwood EastResponsible for ensuring that the scheduling of work that the team operates under and BAU activities were met.
Ensuring the mission critical 24/7 databases that supports the Geo spatial systems were functioning to set expectation.
Manage, coach and lead the team to deliver change and maintenance activities as well as large scale projects.
Monitor KPI’s, Vendor Management and Stakeholder engagement in the organisation and the government and its Agencies
Responsible for ensuring mission critical Oracle, Biz Talk and SQL server production systems were running at optimal performance.
Architecture is implemented correctly into the mission critical CAD environment.
EnergyAustraliaService Management Leader
Sep. 2016 - Sep. 2018Melbourne, AustraliaOwner of EnergyAustralia's ITIL based Service Management framework
Reshaped the landscape of how Service Management was delivered in a Utility Company
Owner of the EA ServiceNow Platform
Custodian of the Production environment
Executive Change Review Board Member KEPNERandFOURIE Facilitator
Leader of Operational teams
Set vision and strategies to ensure success on an ongoing basis to deliver to KPI annual targets
Change agent
EnergyAustraliaSenior Incident and Problem Manager
Dec. 2015 - Sep. 2016Melbourne, AustraliaMy role was to oversee the IT Service Management function within EA. implementing and driving improvements across the IT Service Management Platform, reporting to the Head of IT Service Management. Leading teams in critical thinking and Problem solving using "WISE" techniques under the Kepner&Fourie methodology. Managing and driving down restoration times of Critical and High impacting incidents. Developing and Growing relationships with customer facing departments. Overseeing the Incident, Problem and Service Delivery function across the department with a focus on process improvement across multiple Vendors and teams internal to EA. XMatters Champion
Australia PostMajor Incident Manager
Sep. 2015 - Nov. 2015
TelstraSenior Application Manager
Jan. 2013 - Jun. 2015Melbourne, Australia
TelstraSenior Problem Manager
Jul. 2012 - Jan. 2013Melbourne Area, Australia
TelstraGroup Manager, IT Problem and Capacity Management (Secondment)
Nov. 2011 - Jul. 2012Melbourne Area, Australia
TelstraIT Duty Manager - Service Managememt
Mar. 2010 - Nov. 2011Melbourne
TelstraGroup Manager, IT Incident Management
Jul. 2008 - Mar. 2010Melbourne Area, AustraliaI established an effective ITIL Incident Management framework to ensure complex and/or high impact incidents were effectively managed to minimise impact whilst transitioning the team from an IBM-centric Incident Management team, to a new and dynamic group focused on business and internal customer service restoration. - Managed the 24X7 shift environment (36) - Managed and personally lead restoration of complex critical and high severity incidents - Maintained knowledge of the IT industry, technologies, products, systems and functional groups - Defined the communication standards to be applied throughout the resolution process - Displayed capacity to attain results and drive issues to closure - Set high standards of performance and pursued challenging goals.
TelstraSenior Incident Manager
Apr. 2004 - Jun. 2008Melbourne Area, Australia-
TelstraTeam Manager, EAI Support
Jan. 2002 - Mar. 2004Melbourne Area, Australia
TelstraInformation Technology Team Manager
Mar. 2000 - Dec. 2002Clayton, Victoria
TelstraVarious roles in IT Application Support
Feb. 1993 - Mar. 2000Melbourne City
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