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Work Background
FujitsuClient Director
Jul. 2023Brisbane, Queensland, AustraliaAs Client Director at Fujitsu, a ServiceNow Elite Partner 4+ years running, I lead ServiceNow professional services sales for all industries and verticals within the Queensland territory, leveraging over 15 years of expertise in driving business growth and fostering strategic partnerships through key stakeholder and c-suite executive relationship management skills. My role encompasses developing and executing innovative sales strategies, managing key accounts, and ensuring exceptional customer satisfaction. With a strong track record of exceeding revenue and margin targets, and a deep understanding of diverse industry needs, I am committed to delivering tailored solutions that empower clients to achieve their digital transformation goals.
Fujitsu Australia and New ZealandCustomer Service Director
Apr. 2022 - Jul. 2023Auckland, New ZealandAccount Director for a diverse portfolio of customers that consume IT outsourced managed services and am accountable for the overall performance of services delivered to my customers. I lead a team of 4 direct reports across the Customer Service Delivery domain - with a footprint across the entire transport vertical for Public Sector customers within Fujitsu NZ.
Spark New ZealandDomain Chapter Lead - Service Management
Feb. 2020 - Mar. 2022Auckland, New ZealandAs a Domain Chapter Lead, I lead a team of 7 direct reports and 21 indirect reports across the Service Delivery domain - with a significant footprint across Enterprise and Public Sector customers. Part of the role was to review solutions to ensure practicality and fit-for-purpose with our customers, prior to implementation; As a Domain Lead, I monitored the execution of day-to-day work to adhere to professional standards across Chapters. significant experience in managing reseller channel partners, as part of the wider Spark Digital Services offering. I was promoted into the Chapter Lead role with the accountability of leadership of five Service Managers with a keen focus on the development of craft, the Service Management role and leadership role with Agile and growth mindset. Steered service delivery, service strategy, and service governance, while managing internal senior stakeholders. This was a key role in engaging closely with Sales Team to uncover and qualify new opportunities. I was an Acting Client Lead across a Spark high-profile customer. Directed team of Delivery and Technical Managers as direct reports by proffering servant leadership, mentoring, and training. Cultivated, fostered, and leveraged relationships with various internal and external stakeholders, including customers, 3rd party partners, and service providers. • Won Spark Team Award at Customer Excellence Awards for FY19 and nominated in FY20. • Grew revenue by winning new business and re-signing existing business. • Coached and mentored Service and Delivery Team with up to 21 members.
• Promoted positive attitudes and led by example throughout Spark’s Agile transformation. • Instituted standardised governance frameworks with numerous partners and vendors to ensure seamless analysis and renewal of contracts, boosted responsiveness during escalations. • Minimised costs over in-demand periods during Holiday periods through implementation of streamlined on-call roster.
Spark New ZealandCustomer Lead
Dec. 2019 - May. 2020Auckland, New ZealandFollowing the departure of the Spark Customer Lead across one of my major customer accounts, I was promoted into the Customer Lead role, as a dual role, both as Service Manager and Customer Lead, to ensure there was stability and continued leadership both internally within the wider Spark Virtual Team across the account, and externally with the customer to ensure there was a senior management representative across both Service & Account Management.
Spark New ZealandChapter Lead - Service Managers
Dec. 2018 - Feb. 2020Auckland, New Zealand
Spark New ZealandService Manager
Apr. 2018 - Dec. 2018Auckland, New ZealandThis role had 8 direct reports, sitting across a number of complex enterprise-level accounts spanning a range of industries from the Energy, Health, Local Government, Dairy, Insurance sectors and more. My responsibilities include service delivery, service strategy and service governance, along with internal senior stakeholder and escalation management. Also key is working closely with the Sales Team to uncover new opportunities. A key part of this role is utilising strong relationship management across my accounts and have regular engagement with various layers of management, including from Business Owners, Operations Management up to GMs and C-level.
Fuji Xerox New ZealandService Delivery Practice Lead - BPO
Aug. 2017 - May. 2018Auckland, New ZealandMy role as Service Delivery Management Practice Lead was to mentor & coach the FXNZ BPO Service Delivery Team, and ensure that all Service Delivery commitments with assigned Customers are effectively delivered and managed. This includes management of the Service Delivery relationship with Customers, Customer satisfaction, Service Level Management, ongoing statements of work associated with business change projects, ongoing integrity of the overall products and services delivered to the Customer, liaison with the Customer’s Operational Management regarding Service Delivery. Key Responsibilities & Accountabilities include:
Service Delivery
Staff Management
Project Management
Client & Partner-centric, being passionate about customer support & satisfaction
Reporting Management
Financial Management
Fuji Xerox New ZealandService Delivery Manager - BPO
Oct. 2010 - Jul. 2017Auckland, New ZealandThis role was to ensure that all Service Delivery commitments with assigned Customers are effectively delivered and managed. This includes management of the Service Delivery relationship with Customers, Customer satisfaction, Service level management, ongoing statements of work associated with business change projects, ongoing integrity of the overall solution delivered to the Customer, liaison with the Customer’s Operational Management regarding Service Delivery • Ensuring Service Delivery commitments with assigned Customers are effectively delivered and managed.
• Management of the Service Delivery relationship with Customers, Customer satisfaction, Service level management.
• Project Management work relating to ongoing statements of work associated with business change projects.
• Ongoing integrity of the overall solution delivered to the Customer, including liaison with the Customer’s Operational Management regarding Service Delivery
DatacomIT Service Desk Manager
Mar. 2010 - Oct. 2010Auckland, New ZealandThe role encompassed the provision of support and guidance to a team of technical support analysts while
concentrating on individual and team compliance to minimum performance standards thus ensuring the Datacom Service Desk runs at maximum efficiency. The Key focal points were:
Staff Performance Management and Resourcing
Reporting
Team Empowerment
Timely, Accurate & Efficient rosters Key Performance Indicators were:
ASA (Average Speed of Answer) according to client service agreements
GOS (Grade of Service) according to client service agreements
Talk Time according to client service agreements
Call Handle Time according to client service agreements
Resolution Rate percentage of incidents resolved at first point of contact
On-Communications LtdChief Operating Officer (Company Director)
Jan. 2009 - Aug. 2009Sheffield, England, United KingdomI took on the COO role, which encompassed all Customer Services & Network Operations Management functions. Implementation of automated, streamlined business functions to become more cost-effective and efficient
Re-negotiated existing and new customer contracts for up-selling purposes
Service Review meetings with customers – reviewing SLA compliance
Management of all Planned Works network-wide Led a Network Simplification project to streamline networks, implementing a number of strategic changes to network topology, including decommissioning of unnecessary network components. I have learnt a great deal from this position, and shown that I have the ability to work under pressure, and multi-task between different roles whilst at the same time ensuring complete customer satisfaction
On-CommunicationsSenior Technical Support Manager
Nov. 2008 - Jan. 2009Sheffield, England, United KingdomI completed a 3 month contract working for On-Communications - looking specifically at reviewing the NOC in the areas detailed below, as well as performing a Team Leader role within the Network Operations Centre. • Handover of equipment into Operations • Monitoring, Management and Repair of Live Network Elements
• Customer Communication with On-Communications (Faults & Planned Network Changes)
• Provisioning of Customers
• Retiring Customers
FREEDOM4Service Management Centre Team Lead
Sep. 2007 - Oct. 2008Slough, England, United KingdomBuilt Service Management Centre and Team into a fast, effective & proactive unit Helped commission the UK's first WiMAX Network into live production Setting of, and taking active role in shift & on-call roster, including out of hours support Flexibility required to get solid understanding of new technologies and systems Including implementation of these into operational use, such as:
Service Qualification tool, Network Management/Monitoring tool & End to End systems Active involvement in recruitment, personnel objective-setting and performance appraisals, including probationary reviews This entire process made me grow as a Team Leader, and I have been able to learn from all experiences.
TerremarkSenior Data Centre Operations Team Lead
Jul. 2005 - Sep. 2007London, England, United KingdomSenior Data Centre Operations Team Lead position located in the London Data Centre for the UK division of Terremark Ltd, a Highly Managed Hosting IT company. Terremark bought out Data Return in 2007.
Mercantile Management (NZ) LtdComputer Services Manager / Senior Credit Controller
Feb. 2003 - Apr. 2005Auckland, New ZealandWorked part time as a Credit Controller whilst studying at university. Proactive contact with customers who owe money
Negotiating payments and payment plans
Maintenance of accurate customer log
High level of Customer Service with zero complaints After finishing University, I commenced full time work, taking on a Senior Credit Controller position within the Legal Department of the company After 3 months I filled the role of Computer Services Manager:
Provided user, software, network support including finance and phone software systems
Management of Microsoft Windows Server 2003, in conjunction with MS Exchange 2003
Management of SQL Server for the Finance Database
Researching new technologies and managing upgrades to current systems, with limited down-time during work hours
DRIVING SOUND CELLULAR LIMITEDVodafone Retail Sales Consultant
Feb. 2001 - Feb. 2003Auckland, New ZealandWorked part-time as a Vodafone Retail Sales Consultant in a number of Auckland-wide stores
Air New ZealandInterline Investigations Auditor
Jan. 1998 - Jan. 2001Auckland, New ZealandInterline Investigations Auditor for Revenue Accounting Department of Air New Zealand, Part of a team that completed auditing and interline billing queries, disputes, and pro-rata agreements
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