Kenneth Peters - Service Transition Lead, Spark NZ

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Work Background

Spark New ZealandService Transition Lead

May. 2023Wellington Region, New Zealand · Hybrid

DatacomOperations Manager, End User Support (6 month Secondment)

Jul. 2019 - Dec. 2019Wellington & Wairarapa, New ZealandI was seconded into the roll to fill the gap while changes were taking place. While doing so I lead the team through a number of changes including a resign of a major account and a reshuffle of reporting lines. The core objectives and responsibilities of the Service Desk Operations Manager include: 1. Lead, Manage and Motivate a High Performing team of service desk professionals 2. Develop Performance and Career Development Plans for staff members within Service Desk 3. Operational day to day functions of the service desk group 4. Reporting & Communication expectation of the Service Desk Manager role 5. Manage escalations from internal and external stakeholders 6. Work collaboratively across the Datacom business units to facilitate new business opportunities and smooth transition of new services from project state to run state.

DatacomService Design Consultant, Service Desk Enablement Team

Mar. 2018 - May. 2023Wellington & Wairarapa, New ZealandDay to day responsibilities; • Represent the Service Desk (EUS) at project initiation meetings. • Coordination of tasks and actions between projects among EUS staff • Escalating of projects where EUS expectations for delivery are not being met • Assist with identifying the scope and size of effort required to develop or implement processes as part of service transition. • Lead transition activity for the Service Desk, coordinating with Service Desk Team Leaders or Subject Matter Experts as required. • Provide guidance to Project Managers on service desk deliverables. • Highlight any risks and issues with a proposed process to the Project Manager or Operations Manager and suggest mitigations (if appropriate). • Lead process development activities for the service desk with customers, their suppliers and Datacom internal teams as part of project activity. • Promoting standardization of Datacom Service desk processes where appropriate. • Assist in the development and delivery of training for service desk teams to ensure timely distribution of knowledge relating to new services or processes. • Develop and maintain productive customer, staff, and management relationships through individual contacts and group meetings. • Effectively manage and track chargeable utilization for project engagements. Attributes, overall responsibilities • Identifying Business Requirements: - Effective engagement with customer process, operational and business staff - Ability to identify and qualify business requirements - Ability to guide customers in addressing requirements gathering gaps • Process development: - Development and updating of ITIL processes based upon customer and Datacom requirements • Process Implementation: - Implementation of processes, including collation and transition of process related information - Briefing the Ops Manager and Team Leaders on project progress and transition requirements. - Training of Datacom staff on agreed processes.

DatacomTeam Manager

Apr. 2011 - Mar. 2018Wellington & Wairarapa, New ZealandDuring my time at Datacom I've managed various teams. I currently Manage a Team of 12 Technical Support Analysts supporting the network of branches for a Major Client. The team carries out 1st level checks and escalates any issues that cannot be resolved by the 1st level to the appropriate resolver group. During my tenure as the team lead, the team has grown from strength to strength and have been meeting their SLA without fail by responding to change in the environments and making tweaks to the team setup. Continually improving and looking for ways to improve the team and it's effectiveness. I strive to find the strengths of my Analysts and use them to effectively improve the output of the team.

New Zealand PostCSR

Mar. 2006 - Apr. 2008Lambton Quay, Wellington, New ZealandProvided excellent Customer Service to the General Public whilst also seeing to their Banking needs as a representative of Kiwibank. I was also in charge of stock management for the site making sure to have sufficient stock levels on site for our customers as well as the staff to use on a daily basis.