Service Delivery Lead
ForHealth Group
Total des années d'expérience :16 years, 0 Mois
• Engaged as a Service Delivery Lead to provide all ForHealth with the highest level of customer service and technical support; improving customer perceptions and expectations of service delivery
• Accountable for negotiation and renewal of contracts with strategic partners and vendors within remit to ensure ForHealth gets the best deal on current and emerging technologies
• Ensure that service levels with vendors are defined, agreed, documented, and evaluated on a regular basis to ensure they deliver value for money
• Responsible for the adherence and improvement of all ITIL Practices across IT including, but not limited to, Incident, Service Request, Problem, Change, Knowledge, Asset, Configuration and Service Catalogue
• Requested to take accountability for the day-to-day management of the Infrastructure and Security Team ensuring quality of services provided, available and monitored
• Developed and continually improved the Infrastructure and Security Team to maintain and enhance customer service
excellence through utilization of Agile and ITIL best practices
• Main point of contact for all tasks regarding ongoing delivery of products and services ensuring they receive the support and services
• Ensures quality of delivery, resource utilisation and performance are monitored and enhanced through system of performance metrics.
• The Information Technology Digital Services (ITDS) area is a key enabling service provider responsible for the strategic deployment, use of information, communication technology services, systems, and infrastructure
• Ensures ongoing business engagement with university stakeholders with day-to-day oversight of third-party provided service quality and conformance
• Responsible for conveying business needs to IT to ensure they are understood, and IT services delivers their requirements consistently, on time and to adequate quality standards
• Oversees the end-to-end delivery of products and services to end users and the business owners of core systems ensuring they receive the support and services that they require utilising ITIL best practices
• Designs and establishes appropriate policies, processes, and practices to measure service performance to meet key performance indicators, service level agreements, contractual and business expectations
• Monitor’s service performance of staff and suppliers and evaluates customer feedback to develop quality improvement processes.
• Department of Communities and Justice (DCJ) are implementing several high-profile programs including the replacement of old legacy payroll systems, improvement of infrastructure to support the centralisation of the HR and Payroll management Systems across Shared Services (SS) and Corrective Services New South Wales (CSNSW)
• Responsible for supporting ongoing development and continuous improvement of Shared Services (SS) capabilities
• Focused on the identification, documentation, and communication of strategic and tactical improvement opportunities
• Drives and owns process re-engineering, training, and implementation of changes for the area
• Contribute to the delivery of internal initiatives and projects that improve Shared Services outcomes
• Preparation of a range of business-related documents for key internal and external stakeholders, including statistical/analytical and research presentations, new process presentations, project plans, and other documents on behalf of the business.
• Engaged on a short-term contract to assist the BRIDJ to create all required documentation to attain their ISO27001, ISO9001 and Cyber Essentials Plus accreditations
• Reviewed current processes and procedures, performed a gap analysis against the relevant certifications, and creating new or updated existing documentation to ensure the organisation met the certification requirements
• After all required documentation was completed focused on existing client facing processes and procedures, editing and or developing new and improved documentation to provide an enhanced client experience
• The business had a strict time deadline to meet regarding gaining their certification, which was successfully achieved.
• Engaged to provide dedicated Account and Service Delivery Management (SDM) services providing Cloud Software as a Service (SaaS) to a large banking client
• Prior to Go-Live engaged by the Project Manager (PM) to ensure compliance with all contractual requirements for the client ensuring a smooth transition from project to operations for the client
• Single point of contact for all Business as Usual (BAU) items, liaising with Global Teams ensuring quick resolution
• Facilitating and supporting the execution of the client’s business strategy through strong, established, and trusted relationships with all key stakeholders
• Accountable for delivery of all contractual deliverables including Monthly Reports, Post Incident Reports (PIRs), Changes and Deployments
• Proactively identifies, implements, and tracks improvement / uplift activities identified from service delivery metrics, client, internal and supplier feedback to ensure continual service improvement.
• Provides oversight and manages operational governance for multiple technical suppliers servicing the Customer information and Ticketing services (CITS) program worth over $41.5 million
• Manages the service delivery governance and assurance of the operational systems supporting a variety of schemes and other real time information systems
• Accountable for assuring the quality of the services provided by its external suppliers and governance of the delivery of operational services across all Customer Information
• Single point of escalation for a variety of vendors both internally and externally to ensure operational services are being delivered by all Suppliers
• Responsible for the design, development, implementation, and assurance of the Operational Service Management framework (Policy, Guidelines, Strategy, Governance, Reporting and Change etc.)
• Ensured successful delivery of cyber security projects and programs of work into a variety of businesses through effective communication with internal and external businesses to align to key client deliverables
• Responsible for internal resources and variety of external vendors ensuring successful delivery of cyber security products and services
• Created and worked to industry best practice for the flawless integration of services into client organisations
• Aligned with project managers to ensure all Business as Usual (BAU) activities were tested and completed successfully before Go Live
• Single point of accountability for all Operational items internally and externally for multiple clients
• Utilised gap analysis techniques to identify service enhancements and shortfalls which enabled a flexible, informed approach to mitigation and improvement
• Focused on quality of delivery and ongoing operations, ensuring continuous service improvement plans are developed and updated on an ongoing basis to reducing risk for future implementations
• Aligned internally with business to drive tender submissions for new business.
of tender submissions and business cases resulting in over $10 million dollars of revenue
•Establishment and uplift of a large PMO supporting IT transformation programs across Transport for NSW, incorporating financial management, workforce management, governance and risk, master schedule, change, reporting, resource, quality, and communications
•Responsible for a team of over 30 program managers, project managers, coordinators, business analysts and change managers working across a diverse range of projects and programs
•Defined, planned, and initiated complex programs and transition to long-term delivery resources
•Executive governance and risk management
•Monitoring of a high value ($750m+) portfolio of projects & where necessary performing interventions, escalations, and risk mitigation activities on behalf of our clients and direct reports
•Provide project coaching & mentoring to direct reports as well as our client’s internal staff
•Perform resource management functions, transition, and backfill for team changes across client accounts
•Provide Quality Assurance across all PM-Partners services that may be delivered within client accounts.
Travelling during a career break with aspirations to relocate to a new country
Travelling the world during a career break
