Melbourne, Victoria, Australia
I’m an ICT Service Delivery and Operations leader with expertise in network architecture, incident impact minimisation, and high‑availability service environments. Across my career, I’ve supported large‑scale enterprise and government organisations through complex transitions, multi‑vendor ecosystems, and mission‑critical operational demands. My strength lies in understanding how platforms, networks, and services behave under pressure — and designing the processes, governance, and technical pathways that keep them stable. I bring a broad ICT foundation spanning infrastructure, networks, cloud, cyber security principles, ITSM/SIAM, and application ecosystems, enabling me to translate between technical teams, business stakeholders, and executive decision‑makers with clarity and influence. I specialise in: * Network architecture and service resilience, ensuring platforms are designed and operated for reliability, scalability, and rapid recovery * Incident impact minimisation, using structured problem analysis, operational patterns, and cross‑domain coordination to reduce downtime and prevent recurrence * Service delivery leadership, coordinating BAU/RUN operations, managing SLAs, and driving continual service improvement across multi‑supplier environments * Operational governance, including ITIL v4 practices, SIAM frameworks, change/release coordination, and service performance reporting * Stakeholder engagement, building trust and alignment across engineering teams, vendors, and business leaders * Lifecycle planning, ensuring services evolve with organisational needs, security requirements, and technology roadmaps I’m known for being calm in high‑pressure situations, technically curious, and relentlessly focused on stability, customer outcomes, and operational excellence. Whether leading incident response, shaping service strategy, or coaching teams, I bring a structured, improvement‑driven mindset that strengthens service maturity and reduces operational risk.
Leading a team of up to 12 field staff, providing recruitment, training, coaching, and day‑to‑day operational support. Overseeing geographic work areas, identifying environmental changes, WHS risks, and access requirements across residential and temporary stay locations, such as hotels and hospitals. Engage effectively with hotels, hospitals, caravan parks, and secure apartment complexes to ensure readiness for Census activities. Manage timesheets and documentation, coordinated the distribution and return of Census materials, and ensured team safety and compliance with ABS procedures.
End-to-end lifecycle management of ITSM products across small, medium and large customers, including Government. Achievements include; ▪ Took a product in decline and returned it to double-digit growth with high margin while implementing new service processes to collect and analyse additional data points, providing service delivery and product iteration insights ▪ Launched and led a cross-functional working party which improved alignment of security and product development that enabled reduced go to market times and unlocked additional marketable value ▪ Developed complex ITSM Managed Service costing methodologies enabling improved tender responses and greater accuracy in budgeting and in-contract cost/revenue relationships
Holistically managed the delivery and support of large-scale businesses' Telstra IT solutions for ITIL and contractual compliance. Notable achievements include; ● Consistently attaining 'promoter' outcomes in independently conducted customer satisfaction surveys ● Developing, testing and launching service processes ● Growing the Service revenue and model across my portfolio ● Reviewing and relaunching the Service learning curriculum ● Working in a team to define and launch what and how to share consistent Service knowledge ● Stakeholder for Service requirements in Salesforce CRM rollout ● Improved ITIL process compliance across managed service desks ● Maintaining C-level relationships
Strategically managed customers' private voice equipment and large-scale networks across Australia and Papua New Guinea. Among other achievements; ● Vendor selection and management ● Improved stability and resilience of solutions ● Prepared customers who were migrating to self-managed solutions ● Designed and deployed IP Telephony solution across numerous, remote locations ● Reduced OPEX costs via continuous capacity management (both trunking and systems themselves) ● Engaged to consult on major voice solution refresh project for global mining leader across head office and major, remote operations
Responsible for day-to-day operations of a small team dedicated to Adds, Moves and Changes relating to business telephony systems across a number of platforms from NEC, Fujitsu, Nortel and Ericsson. Professionally developed team members and expanded the scope of the team while exceeding revenue targets (nearly double, each year).