Large enterprises, complexity, multiple suppliers, demanding customers, simplification, transformation, clarity, control, performance, cost service, new systems
Setting up and transitioning service desks, reviewing, improving or designing process, workflow & interlocks, incident management, major incident management, after hours support, VIP support, security incident management, request fulfillment, price-book, change management, release management, availability management, capacity management, SLAs, reporting & metrics, vendor management, and financial management.
Customer Assignments: Spark Digital (Contact Energy), Ministry of Education, NZ Transport Agency, Vodafone (IRD & MBIE), Fronde, Gen-i (CBA Australia), ANZ Bank, Transpower, NZ Racing Board, ACC and others
The activities and elements that need to be in place to set up and run an effective & successful service delivery & support organisation.
0. Business Philosophy, strategy & drivers
Business case, business plan, overall strategy & model
Location, hiring, infrastructure, core systems, processes
Tools, support platform, call logging, telephony, call routing, multi-channel support
Effective teams, appraisals, goal setting, compensation, incentives, rewards, rostering, career planning & growth, retention, succession planning, knowledge management, training & development, team dynamics & staff morale, energising, transforming & invigorating the team, internal comms
Segmentation, relationship, key accounts, customer communications, new customer onboarding, customer satisfaction benchmarking, measurement, improvement, proactive service, escalations, intensive care, reference customers, marketing communications, customer loyalty, user groups
Billing, renewals, retention, budgeting, forecasting, new business dev, new offerings, support & service programs, service & support models, contracts, grand-fathering & retiring old versions and superseded contracts, (multi)-vendor & alliance management
Reporting, KPIs, scorecards, capacity planning, escalations, critical situations, call flow models, service delivery, continual improvement, alliances, external providers, offshore providers, 3rd level support, organisational readiness for new products, versions & releases, 24 hr support
Customer satisfaction measurement, benchmarking & improvement, matrixed organisations, local vs global, ITIL, Lean, ISO20000, frameworks, standards
8. Mergers, Acquisition, Exit
Integration of operations on account of mergers & acquisitions, divestitures & spinoffs, exits
Consulting, Project Management, Business Analysis
CASE STUDY ON DIGITAL TRANSFORMATION TO BECOMING A SUCCESSFUL IT SERVICE PROVIDER
Strategic Lean Service
A case study of how a global IT service delivery organisation used Lean to drive organisational transformation and achieve customer satisfaction
Robert Oh & Sunit Prakash
Coach, guide & mentor to skilled new immigrants and a sought after mentor to teams at StartUp Weekends, the R9 Accelerator and the KiwBank FinTech Accelerator. Experienced on Not For Profit boards.
Globally and locally experienced professional with core competencies in IT Service Management covering strategy, design, transition, operations & improvement.
Successful outcomes at Ministry of Education, Vodafone, Telecom, Fronde, Gen-i, ANZ, Transpower, Racing Board, ACC and others.
Qualifications include ITIL & Consultant Level ISO20000 certification. Recently completed TOGAF Level 1 & 2; familiar with COBIT, Prince2 & PMBOK.
Previously responsible for running a business unit of USD32M with responsibility for the Asia Pacific Japan region for NASDAQ listed ERP vendor Baan in Sydney.
Used to communicating effectively up to C-level, pulling together and leading high performing teams, and delivering high quality business outcomes.
Published author, writer, reviewer of international service management publications, speaker at conferences, trainer, occasional blogger & tweeter.
Core strengths comprise business, IT operations & lean thinking; add project management, governance and enterprise architecture; garnish with security, mobility, and an understanding of social & digital channels.
A unique blend to assist in simplification and improve the way service is delivered.
MBA, ITIL, Certified ISO20000 Consultant, TOGAF 9.1 Enterprise Architect, Member Institute of IT Professionals, Chartered IT Professional
Coaching, Guiding & Mentoring New Skilled Immigrants
Someone gave me a leg up when I first arrived in New Zealand, many were kind and generous to a fault.
Now in a position to pay if forward, I find myself coaching, guiding & mentoring skilled new immigrants to New Zealand - with very "deep-down-inside" satisfying results.
Currently documenting their stories and successes as case studies; and finding & connecting with like-minded people and organisations.
4WD & Travel
As a family we decided to pull our son out of school for a term and see some of Australia before we headed home to Wellington.
The result was an epic 80 day, 21,000 km 4WD trip through the centre of Australia from Sydney to Broome, and then back again the long way.
We have seen more of Australia than most Australians and are so much the richer for it.
Here is a link to a clip if you are interested !
I believe people like myself who are local in Australia, New Zealand & India have a role to play in building bridges between the countries... I play my small part by informally guiding businesses interested in these markets.