Led the efforts to ensure Red Moki delivered a super high quality ServiceNow initiatives consistent across customers regardless of type, size or geography. Led a team of talented Customer Success professionals for this rapidly growing organisation in startup mode.se a text section to describe your values, show more info, summarize a topic, or tell a story. Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet dolore.

Pain Point: Service delivery and performance gaps; unclear operating models.

Result: Future state options created and implemented; customer confidence restored; new business closed.

List of Spark Assignments:a. Z Energy Managed Security Services Provider (MSSP)

b. GCSB Service Management Design & Consulting

c. Department of Corrections Cloud Digital Enablement Platform (CDEP)

d. Department of Statistics Security Management Implementation

e. Police Next Generation Critical Communication (NGCC) Response to RFI

f. ANZ Response to Service Management RFP

g. Department of Conservation Mobile Devices as a Service (MDaaS) &

h. Ministry of Justice Service Mapping Network Services

i. Contact Energy

Service Strategy & Design - developed Service Catalog and the Service Management model to successfully on-board EPL (Novopay) infrastructure. On the success of this, translated the overall Digital Strategy into the Service Management Strategy, created a wider sector-wide Service Management Model, the Service Management Road-map, the Work Breakdown Structure and template cookie-cutter Project Plan. Result: successful onboarding of new customer.

List of Education Assignments:

a. Digital Service Strategy (Education Sector-wide) Service Architecture & Strategy

b. Education Payroll Limited (Novopay) - Service Design & Transition

Analysed over 1,200 requirements against the eTOM framework (privileged & confidential).

Created Minimum Viable Service Design in a very compressed time-frames to support a new road toll solution.

Service Design & Transition - crafted over 17 Service Catalogs to successfully transition solutions into Vodafone’s largest and commercially critical customers. Scope included: Contact Centres, Communications, Connectivity, Wi-Fi, Security, Mobility.

Successfully managed complex migrations in the mobile & broadband space. Scope included pre-paid, post-paid, 4G LTE call plans, hardware infrastructure & broadband throttle policy. Result: 6 successful migrations.

Service Operations, Service Strategy, Operations & Continual Service Improvement. Commenced with CMMI Process Maturity Assessment and culminated with a pragmatic road-map to future state. Result: 7 actionable deliverables to improve service delivery.

Service Transition - established rock solid Service Management credentials with CBA for Gen-i on the “Nortel to Genesys Contact Centre migration” (Direct Banking STEP project); developed High Level Service Management Plan. Business Services in scope: Channels, Retail, Contact Centres, Telephony, Connectivity.

Service Strategy, Design & Transition; Service Strategy, Design, Transition

• Increased first call resolution to 75% from 30%)
• Transitioned 4 Service Desks (no service degradation)
• Harmonised 2 disparate service models

Result: maintained the #1 customer satisfaction ranking of the ANZ Technical Service Desk within the ANZ Financial Group globally, at a time of significant transformation.

Created Future State IT Service Operating Model

Requirements, Procurement and Future State IT Service Model.

Result: new suppliers selected

Service Improvement and Service Improvement

Created Future State IT Service Management Model

Requirements, Procurement, Service Operations. Performed CMMI Process Maturity Assessment, addressed audit shortcomings, developed requirements, assisted in RFI response evaluation, SME for contract negotiations, reviewed proposed new processes.

Resuts: Audit findings addressed, transitioned services to new network provider.

Requirements, Procurement and Future State IT Service Model

Service Design, Operating ModelService Design, Future State Operating Model, Requirements, Risk Analysis - created 18 Service Catalogs for voice, data & telecommunication services. Developed Future State Model, documented requirements, assisted in commercial options & risk analysis (ISO 31000).

Service Transition - 33 internal & external resolver groups coordinated to migrate seamlessly from Unisys to Gen-i