Service Delivery Assurance Manager - Global
News Corp November 2020 - Current
As Australia’s number one media company, News Corp Australia is part of the world’s largest and leading global media and information services business.
As a result of Covid-19, the NRM subsidiary was merged with NewsCorp and my division was no longer required. I was moved into the Service Assurance Team where I am responsible for Operational Reporting, Risk Portfolio oversight and Continuous Service Improvement Process implementation and oversight. In this role I am also responsible for the training for all ServiceNow technical skills which formed part of the Global migration to ServiceNow for the United States and EMEA regions. My role in this project was to coordinate all training materials and classes including ensuring the materials developed and delivered were of a high quality. This includes reporting and attending global project meetings with Senior global leadership.
The key responsibilities of this role:
Close down NRM Service Desk and migrate work to News Service Desk
Work with onshore teams to deliver in line with global processes
Report on Australian News Tech results to the Senior Leadership team
Coordinate Risk Management in Australia
Liaise with offshore teams in India to carry out assigned work on behalf of Newstech.
Coordinate ServiceNow Training and manage credits
Support fellow team members in their roles where needed.
Design and implement Continuous Service Improvement process and implement globally
Assist in Projects as assigned by Newstech Leadership.
Service Delivery Manager November 2018 - November 2020
News Corp/News Regional Media - Yandina
APN Australian Regional Media (a subsidiary of NewsCorp) is the leading publisher in regional Queensland and Northern New South Wales. Our portfolio includes 12 daily newspapers, more than 56 non-daily newspapers and an online Regional News Network of over 25 websites.
Responsible for a team of IT professionals who provide first, second and some third level support.
The IT Service Desk is located in the Yandina office, supporting approximately 1600 users across 60 sites, with a number of the team based remotely across the APN footprint.
Alongside the day to day support of the business the team is heavily involved in regular significant infrastructure projects and has a heavy focus on continual service improvement.
The key responsibilities of this role:
Develop a service delivery culture to deliver exceptional service to the organisation
Ensure a seamless communication and escalation procedures are maintained between the Service Desk and all IT staff
Develop a standard list of reports and publish to stakeholders with relevant commentary
Collate and analyse incident and service request data. Establish and implement methods of reducing call volume.
Ability to plan, coordinate, and manage multiple activities
Management of recruitment, on-going performance management, remuneration, staff development and mentoring/coaching
Manage operational processes to ensure quality, consistency and adherence to policies and procedure
Close management of financial expenses and budget adherence.
Motivate and lead the team to achieve agreed goals within a timely manner
A genuine interest in helping troubleshoot IT issues with customers at all levels of the organisation.
Manage and Coordinate Desktop fleet across the business including device evaluation and purchasing.
Coordinate with Vendors and External IT Teams to develop strong relationships.
Customer relationship development
Ability to work in a fast-paced environment in a structured manner
Coordinate Printer replacement, windows 10 upgrades, service now transition and pc refresh projects.
Operations Manager – Qld TAFE program March 2018- November 2018
Fujitsu - Brisbane
Managing all aspects of the Operational Business service delivery to the Qld TAFE contract. Responsible for Service Desk, Incident, Request, Change, Problem and adherence to SLA’s/KPI’s and financial penalties. Ensure BAU delivery meets contractual obligations and be an escalation point for all customer related escalations. Hold a relationship with all key customers and drive improvement and change with a One Fujitsu overall message.
Responsibilities:
Identify areas of improvement and manage all areas of delivery in the daily running of the TAFE account.
All delivery staff have a reporting line through to the Operations Manager role
Manage aged tickets and bring about a sustained reduction
Implement process and policy change
Motivate and develop a team of team leaders and technical service staff
Resource Management and resource utilisation management
Ensure Vendor compliance with account requirements
Attend Change Control Meetings and champion improvements and compliance
Liaise with client regarding operational matters,
Liaise with team leaders and managers regarding delivery
Ensure adherence and compliance to contractual obligations
Ensure compliance with Fujitsu policy and procedures
Manage all as a service delivery teams to ensure compliance with contracted deliverables
Develop collaborative and meaningful relationships with customers and delivery teams alike
Mentor team leaders to improve any areas of delivery that are not meeting expectations.
Use service now systems and reports to enforce ticket compliance.
Unisys Australia Pty Ltd 2007 – 2017
Unisys Australia is a global corporation in Information Technology outsourcing with specialities in Field Services, Outsourcing Security and Consulting services.
Qld Manager Service Delivery
Role description
Managed all aspects of Service Delivery for various accounts including Qld TAFE, Dept. Immigration and Border Patrol, Dell, EMC, Apple and McDonalds. This included staff management and branch/office management, subcontractors, managing service level agreements and key performance metrics, monthly reporting, training, performance management, pricing, project management and customer service.
In addition I helped the Qld TAFE Account with the delivery of their projects and services, interfacing between the internal project team and my team to ensure resource allocation and planning was appropriate.
Responsibilities:
Management of all Field delivery accounts across Qld
Ownership of Queensland TAFE delivery metrics
Manage, coach and mentor two Team Leaders
Managed 40-60 staff including permanent, contractors and third party vendors
On boarding and exiting of all accounts won and lost
Training compliance and development of staff
Performance management including Hiring and firing of staff.
Resource planning, capacity planning, leave management, backfill and cross skill planning
Human Resource Policy adherence
Workplace Health and Safety compliance.
Audits and compliance for retention of Corporate certifications
Process development and ownership for Field Services Qld Team.
Developed and identified gaps in process and business strategy and solve them.
Projects:
On-board new contract for Queensland TAFE for whole of Qld Field team
Exit Queensland TAFE contract for Unisys Qld Field Team.
Developed new electronic records system for field services Qld
Developed new training pathway for Asia Pacific Field Services and Team leads.
On boarding and exit of Next byte service delivery account
ANZ project for Qld – Project Growth
Set up and review of Quality Management process documentation for Field Services Qld team.
Saved $1million per year by changing model in Toowoomba, Sunshine Coast and Gold Coast.
Asia Pacific project to develop field services brand and roll out improvements across 11 countries
Managed rollout of fleet vehicles and removal at the end of the major accounts.
Methodologies worked with:
ITIL
ISO 20001/9001 Quality Management
Six Sigma
Prince2
Industries worked in/with:
Education – Qld TAFE and various schools
News/Media
Department of Defence
Dept. of Immigration
Customs and Border Patrol
Manufacturing - Unilever
Retail – Next byte
Food - McDonalds
Hardware Service/warranty for Dell, Apple, Lenovo, EMC, Quantum, Spectra
Home customers
Multiple Government organisations including Computers for Teachers, Citec, Air Services, Health, NSW Government, Qld Transport.
UNISYS AUSTRALIA Pty Ltd 1998 –2007
Field Services Engineer
Met Key Performance Indicators and resolved customer problems with strong customer service.
Key Achievement Awards:
2004 Global Recognition Award 2004 – Unisys Australia – for Contributions to the TAFE Qld Program
2002 NIMITOC Award (Nothing Is More Important Than Our Customer) – Unisys Australia-
For Service to the TAFE QLD Program clients
2005 Customer Service Award x 2 – Unisys Australia – For Service to the TAFE Qld Program clients
Key Achievements
Field Services Technician TAFE Qld Program:
Break fix resolution of all field based technical computer issues for Queensland TAFE.
Project delivery for Queensland TAFE including but not limited to computer rollouts, software deployments and any project requiring a field component on site.
First line customer liaison and relationship management.
Adherence to process, police and industry best practices onsite.
Ticket management, process documentation, escalation of issues to senior managers.
Managed onsite backup services, network patching, switch install/decommission, warranty management across multiple locations via mobile vehicle.
Requested by the customer to backfill multiple times in the Coordinator of IT Services role across three different locations resulting in 10 out of 10 rating for each role. Locations included: Southbank TAFE, Open Learning TAFE and Brackenridge TAFE.
Consistently met all Service metrics, Service time lines and Service quality ratings.
Provided advice to Senior Contract Manager on technical and contract matters.
Received multiple customer service awards nominated by customers and senior managers.
Passed every Quality ISO 20001 audit (bi annual) for 10 years of management and 20 years of IT support within Unisys to contribute to the retention of the ISO certification.
Technical Experience:
Microsoft Windows 7, 8, 8.1 and 10
Internet Explorer, Google Chrome, Safari, Microsoft Edge, Mozilla Firefox
Microsoft Office suite including Office 365. Word, Excel, Powerpoint, Outlook, Live mail, Gsuite
Active Directory, Symantec Backup Exec, Norton Ghost
Microsoft Sharepoint, Microsoft Sway, Microsoft Publisher, Microsoft Visio, Microsoft Project
Word Press, Click Funnels, Chatfuel, Active Campaign, Mail Chimp, dban.
Apple IOS Iphones, Ipads, Apple TV.
Dell, Lenovo, Apple, EMC desktops, laptops and servers
Service Centre, Helptrak, ITSM Remedy, SAP, Peoplesoft, Concur, Service Desk +, Radmin
Patch panel cabling and management
Symantec Anti-virus/malware
Siebel software
Image creation and deployment
Cicso Switches
HP, Dell, Brother, Canon printers
Ergon Energy 1997-1998
Siebel Software Systems Administration and Project Rollout Coordinator
Project rollout including installation and system setup
Planning of training timelines and developing training plans, documentation and guides.
Delivery to all training to staff pre and post rollout
Supporting Project Manager with system development
Working with customer to develop user and system requirements
Liaise with Database administrator to manage Dev, PreProd and Prod environments
Liaise with developer to determine which system sections would go live and coordinate which sections to train staff in.
Setting up testing plans and coordinating staff to conduct all testing and sign off systems.