Wellington, Wellington, New Zealand
Experienced Senior IT Service Delivery Engineer with 15+ years of hands-on experience supporting New Zealand’s public sector and enterprise clients. I've worked with leading organisations including Wellington City Council, Nokia, IBM, Ministry of Health, Ministry of Primary Industries, DELL Technologies, WelTec & Whitireia, and Kapiti Coast District Council. My expertise spans service delivery management, desktop support, project delivery, and infrastructure implementation. Whether managing complex rollouts like Windows 10 upgrades for WCC or leading support teams at Nokia Wellington, I focus on aligning IT services with business needs to drive performance, reliability, and user satisfaction. I'm passionate about building strong relationships with stakeholders, training users, collaborating with global teams, and continuously improving IT service processes. I’ve also had the opportunity to lead and develop high-performing teams both in New Zealand and internationally. Always open to discussing new challenges in IT service management, support leadership, or digital transformation.
Plan and prepare for corporate IT projects application to library specific systems and equipments required
Responsible for ensuring that the Service Delivery Team works at maximum efficiency and not only meets the goals set for them but exceeds them. Duties: • Looking into incidents where service delivery does not match the highest standards. • Providing accurate and timely service activity information to Senior Managers. • Acting as the central point of communication within the Service Delivery team. • Constantly reviewing the company’s current service activities and processes. • Performing root cause analysis to find out what is not working and why not. • Coordinating, implementing and managing the delivery of services to key customers. • Interacting with customers at a senior level to gain feedback and build relationships. • Coming up with service improvement plans that are proven, practical and effective. • Keeping accurate and appropriate administrative records, files and documentation. • Producing management information and reports as required by Senior Managers
• Undertaking placements within a range of client business setting, adapting to their IT environment and providing effective IT project coordination, engineering consultancy and staff mentoring • Providing a range of service and support to client staff to individual SLA’s as the face of DTSL • Training, mentoring and leading a team in delivery of effective support to a high standard • Chairing regular meetings to ensure all project milestones are being achieved • Maintaining accurate project or service records and accurate, timely reporting