Examples of some real customer pain points I have helped with...

• We have a business event of national significance, we need to scale-up and deliver VIP grade service in very compressed time-frames
• We need to replace legacy systems and digitise our workflows
• What are our costs, what are our services, who are our customers, which team is responsible for what   
• Service delivery is not working for us, what should we do
• We have two distinct service management models, how do we integrate them
• We are moving to a new supplier, what should we want
• We need to quickly establish credibility with a demanding new customer can you help us
• We are negotiating a contract, we need someone who understands service management & procurement
• Our service delivery needs improvement, can you perform a maturity assessment and help us improve
• Our customer is in intensive care, can you help in recovery
• Our auditors have identified process shortcomings; can you help us resolve them
• We are rolling out new technical solutions to our clients all the time, every day, we need them to be handed over to BAU support in an orderly manner please !
• Our customers satisfaction needs to be improved, can we look at our processes

1. Parliamentary Service - RFI for Technology Partner; link
Built on the work done previously with the "Cost to Serve" model, provided specialist consulting expertise to the RFI. Extract from the document:

"PS currently outsources a number of technology services to third party service partners. PS is on a journey to reduce the amount of its resources devoted to managing commodity platforms to focus on technology services that support and transforms the business. We require technology partner(s) who can assist in this transformation and help us deliver operational excellence."

Result: internal responsibilities agreed and allocated, new technology partner(s) selected, scene set for new operating model to be implemented.

2. Parliamentary Service - ServiceNow ITSM Implementation
Result: Successful implementation within 3 months, replacement of legacy systems for cost savings, digitisation of workflows, optimisation of subscription costs. In addition, led the upgrade to Quebec, acted as the defacto keeper of ServiceNow, kicked off ServiceNow HR Service Delivery implementation.
 

3. Parliamentary Service - Cost to Serve Model
Prepared the framework required to gain granularity of services and associated costs to deliver to internal and external customers.Prepared the framework required to gain granularity of services and associated costs to deliver to internal and external customers. Result: definitive visibility of costs previously not available for management control.
 

4. Parliamentary Service - Elections 2020; link
Project Managed multiple streams of work for IST program of work including working with complex and demanding stakeholders, embedding processes, upgrading tool-sets, managing partners for a series of high visibility events that comprise a typical election. Result: very successful program of work delivered, extreme credibility and confidence in IST.
 

5. ServiceNow Partner Red Moki - VP Customer Success
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.
 

6. Spark - Enterprise Service Architect
Reviewed service delivery & performance, mapped current state, created options, defined future state operating models, defined transition strategy, responded to RFIs & RFPs, project managed transitions & deployments, conducted workshops, created, reviewed, accepted & implemented new models, processes, plans, documentation & artefacts. Results: Generating customer confidence, successful implementations, and closing significant new business.

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; link

7. Ministry of Education - Service Management Specialist; link

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

8. Voco – eTOM Consultant, Requirements Analysis
Analysed over 1,200 requirements against the eTOM framework (privileged & confidential).
 

9. NZ Transport Agency – Service Designer
Created Minimum Viable Service Design in a very compressed time-frames to support a new road toll solution.
 

10. Vodafone NZ (Inland Revenue & MBIE) – Enterprise Service Designer
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.

11. Telecom NZ – Project Manager
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.
 

12. Fronde – ITIL Consultant, Service Operations, Road-map for Continual Service
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.
 

13. Gen-i (Commonwealth Bank of Australia, Sydney) - Lead Business Analyst, Service Transition; link
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.

14. ANZ National - Service Management Work Stream Lead, Service Strategy, Design & Transition; link
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.
 

15. Meridian Energy - Service Management Consultant
Created Future State IT Service Operating Model

16. Beca - Service Management Consultant
Requirements, Procurement and Future State IT Service Model. Result: new suppliers selected
 

17. Contact Energy - Service Management Consultant
Service Improvement and Service Improvement
 

18. Flute Network (Dunedin) - Service Management Consultant Flute Network (Dunedin) - Service Management Consultant
Created Future State IT Service Management Model
 

19. NZ Racing Board - Service Management Consultant; link

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.
 

20. Opus - Service Management Consultant
Requirements, Procurement and Future State IT Service Model
 

21. Transpower - Service Management Consultant, Service Design, Operating Model
Service 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).
 

22. Accident Compensation Corporation - Service Management Consultant, Service Transition
Service Transition - 33 internal & external resolver groups coordinated to migrate seamlessly from Unisys to Gen-i.