Organisation: Department of Agriculture and Water Resources
Job Title Assistant Director Service Management
Word Limit: 500 words per point
Location: Canberra
Supports strategic thinking
Approaching all projects and issues from a proactive and strategic perspective, I take the time to
understand the desired outcomes and potential issues, consulting with relevant stakeholders to
arrive at the best solution. Proven in my strong ability to manage multiple projects with competing
deadlines and resource constraints, I always ensure that my team and resources are aware of the
forward plans and scheduled items. Exhibiting excellent troubleshooting technical capabilities as
Information and Communications Technology (ICT) Service Delivery Manager at Transgrid, I have
shown my strength in adapting to changing project landscapes, particularly with regard to
operational issues.
Consistently supporting workplace objectives, I practise sound judgement and decision-making
with an acute awareness of implications. As demonstrated in my position at Qantas, I am also
committed to team performance and often assist others to ensure the team reaches its targets.
Instrumental in increased business efficiency, I drove improvement of the productivity of project
managers through the installation of Wi-Fi across Australia. To facilitate this business objective, I
formed constructive relationships with all stakeholders to ensure all processes were followed and
the culture within the company upheld.
Demonstrating my leadership capabilities within my position at TravelEdge as ICT Service Delivery
Manager, I dealt with a situation where a key contractor was unable to adequately lead the
program of work and as such, there was a risk of not meeting the service level agreement with the
stakeholders of the backup review project. Identifying our potential exposure, I immediately
performed a comprehensive review of the plan, schedule and collateral that was to be used in the
workshops. Wanting a customer-focused solution, I obtained agreement from the sponsor to work
through the program particulars to ensure we had the correct approach within learning areas of
the workshops and subsequent regeneration of the tired recovery service catalogue and report
outcomes. Additionally, at TravelEdge, I was instrumental in the identification and implementation
of significant cost saving outcomes through transforming infrastructure to the cloud. The outcome
of my initiative was that by moving to the cloud we were able to simultaneously decommission
managed servers from Macquarie Telecom in Sydney.
As demonstrated within my current role at Transgrid, I am influential in the continual review and
improvement of project and procurement management procedures and ensure that they are
current, functional, and cost-effective. Through the development and implementation of key
operational policies, and standard operational procedures and processes for the department, I
have ensured that all documentation is uptodate and relevant. Aligning standards with best
practice, I additionally adhere to all industry standards and guidelines. In demonstrating my
capabilities as a driver of processes that promote the highest of industry standards, I display
leadership qualities and successfully deliver to all stakeholders. I have been instrumental in
creating a professional and competent workforce that promotes best practice and protects
business resources and assets.
Achieves Results
A self-motivated, results-oriented professional, I take responsibility for achieving outcomes within
my position as ICT Service Delivery Manager with Transgrid. My accomplishments within this
position have been meeting targets, mentoring and training staff, leading by example, and
devising ways to improve systems and procedures. Possessing a high level of accomplishment
within this position and throughout my career, I am responsible for the management of multiple
projects and their delivery from start-up through to closure. In most circumstances, I am
accountable to varying stakeholders and constrained by business requirements, scope, delivery
timelines and required benefits realisation.
Accountable at TravelEdge, I drove the management and delivery of a range of ICT services, and
the development of ICT strategy, systems and capability to deliver business outcomes for the
department throughout Australia. Through demonstrating support of transformational change
during my tenure with TravelEdge, often with a challenging range of stakeholders, I embraced
numerous strategies that significantly improved the service provided to customers. These
improvements were initiated through understanding customer needs, creating a customer-centric
culture, and inspiring and enabling my teams to deliver on the business vision. The initiatives
encompassed service delivery of frontline staff in operational environments and utilisation of
technology to improve outcomes. Understanding business objectives, I show commitment to the
appropriate escalation of concerns, adhering to all company guidelines and direction from
management. Because of my strengths in researching required information to assess and escalate
stakeholder issues, my peers and management often acknowledge my commitment to corporate
objectives, whilst maintaining the reputation of the business.
Illustrated in my accountabilities in maintaining operational budgets and their allocation, I am
responsible at Transgrid for cost-saving initiatives through negotiations with providers of ICT.
Provided with a minimal budget and resource allocation, I was instrumental in the negotiation
with contractors and the savings of over $12,000 per month. Additionally, I achieved an increase in
IT efficiency when we were able to adjust our plans accordingly to allow shared data across our 4G
mobile phones. With recognition from stakeholders and management for project success, I
demonstrated my personal and professional ability to achieve critical business success in
restrictive environments.
Possessing a drive to achieve business objectives, I am instrumental in the engagement with key
stakeholders at Transgrid, identifying trending ICT issues for resolution. With a proactive and
resilient character, I am accountable for end-to-end IT solution management through the
department’s service providers. Performing as ICT Service Delivery Manager, I liaise with the
procurement and strategic partners regarding ICT involvement in property-related projects
nationally.
At TravelEdge, I project managed a PCI V3 compliance initiative for VIP clients such as the
Commonwealth Bank, Woolworths, Arrium (One steel) and Leightons. Through assurance that our
systems were safe, secure and up to appropriate industry standards, I was instrumental in
achieving stakeholder confidence in their travel bookings and the secure handling of their credit
card data.
Cultivates productive working relationships
Illustrated in my current position, I am instrumental in maintaining critical relationships with
stakeholders in order to provide essential services to residential care clients. Whilst performing in
a management positon at Transgrid, I have shown success in the ability to drive client service and
relationship management. With my astute understanding of the industry, I deliver on key
expectations in a highly regulatory focused environment within my position as ICT Service Delivery
Manager. Having extensive experience where I have been accountable for business outcomes, I
possess the understanding and capabilities to draw on appropriate resources to assess, analyse
and resolve complex client and stakeholder related queries.
Within my position as ICT Service Delivery Manager, I am accountable for the overall operational
delivery of the departments. Successfully monitoring the allocation of resources, I ensure that
corporate priorities are consistently achieved. Providing guidance and advice to staff, I develop
and conduct staff training and manage all aspects of departmental recruitment. In managing staff
members situated over geographically diverse locations, I am instrumental in driving business
requirements such as position descriptions, key performance indicators, and performance analysis
documentation. Because of my collaboration for success methodology, I was successful in
delivering on key improvements through the provision of open and trusting relationships with the
team. Staff acknowledged that whilst there was a requirement for me to delegate tasks, I was also
handson and committed to ensuring that desired outcomes and successes were achieved and
facilitated through leading by example and promoting best practice.
In addition to these tasks, I negotiated contracts with high-level stakeholders, prepared business
plans and conducted business analysis and quality assurance audits to drive continuous
improvement ideology. Recently, I was instrumental in the full analytical and operational delivery
of a project resulting from the identification of an outdated phone system that was causing a lot of
problems for stakeholders. Designing a business case, I was supported by a budget of $200,000 to
upgrade the telephony system. Achieving a collaborative result using a team led by my direction,
we successfully provided high profile clients such as the Commonwealth Bank, Woolworths,
Arrium (One steel) and Leightons full access to reliable 24/7 support.
During my professional career, I have handled numerous technical, maintenance, and computer
support issues for corporate and branch locations. With a proven ability to provide clear, concise
and confident advice, I have provided support in both enterprise and helpdesk environments.
Demonstrating strong experience in the provision of support for Microsoft Office 365 suite at
Transgrid, I utilise my knowledge and end user experience to provide effective solutions. In
addition to this, I have also configured and set up hardware, software-providing diagnostics and
have troubleshooted problems relating to local area networks (LAN), including working with virus
protection software and active directory networks.
Displays personal drive and integrity
Throughout my career thus far, I have been effective in putting my exceptional skills into practice,
drawing on my personal and academic experiences in all situations. I am constantly aiming to
identify and implement possible improvements and strive to continue to grow my knowledge
base. In working across major projects, I have dealt extensively with stakeholders from frontline
service delivery staff through to senior executives, as well as external stakeholders such as
vendors for the purposes of tender negotiation and product evaluation. Ensuring that company
policies and procedures are followed, I display my commitment to client satisfaction and provide
escalations where required.
Whilst employed in the Community Service Sector, I will continue to promote policies and
practices that are developed to protect employees and management, particularly with regard to
Workplace Health and Safety, Equal Opportunity and Anti-discrimination. In a management
capacity, I actively support human resource management practices, employment equity, anti-
discrimination, occupational health and safety and ethical behaviour, utilising the various policy
and procedures available as well as the local Code of Conduct. Accordingly, I treat all clients,
including my fellow staff members, fairly and seek to provide a workplace free from discrimination
and harassment. Additionally, I foster a safe work environment where sexual harassment or
harassment such as bullying is not tolerated.
Commencing in my position as ICT Service Delivery Manager at TravelEdge, I immediately
identified a high level of absenteeism, high volumes of complaints from clients and other
stakeholders, a negative ‘can’t do’ culture and low performance measures. In order to address
these issues, I commenced the process of a departmental culture change by initiating the
refocusing of staff within the branch. Fostering an environment of ‘inclusion of all’, I implemented
strategies such as discussions with staff to redesign work processes and procedures. In doing so, I
was able to ascertain the need for the branch to adopt new practices surrounding flexible working
arrangements. In addition to this collaboration with staff, I implemented better workforce support
that in turn created superior client outcomes that aligned with departmental strategic directions,
driving improvement in culture, and significantly improving low performance.
At the heart of business transformation during my tenure with Qantas, I have supported the desire
to promote services that meet the needs of service users while increasing efficiency. A central
element of the service and culture transformation success is leadership maturity, which is at the
forefront of my professional approach. Personally, supporting both a unionised and non-unionised
work environment, I achieve results such as transformative changes in organisations, services,
culture and relationships, and social expectations regarding the quality of service delivery,
openness, accountability and opportunities for participation.
Communicates with influence
Persuasive, confident and capable, I have held numerous leadership roles, where I have been
responsible for facilitating positive change. Influential in the development of programs, policies
and procedures, I have applied my extensive organisational and industry knowledge, in addition to
my sound research abilities regarding best practice. In order to foster the acceptance of new
business policies and procedures at Qantas, I motivated small to large teams of staff, whilst
identifying and promoting professional development opportunities. The outcome of this was
evident through the facilitation of staff training programs across all areas of operations and
customer service.
An open and effective communicator, I am driven to provide clear information to my colleagues
about completing deadlines and time availability. My organised approach in any environment
makes me accessible to colleagues and assists me to monitor personal workload deadlines. In
addition to my experience and personal qualities, I have a solid educational foundation and a
passion for maintaining efficient and profitable operations. Working with both staff and vendors at
all levels during my tenure at TravelEdge, I provided key updates to the board on the
decommissioning of infrastructure. Coordinating meetings with key managers and developing
presentations utilising MS PowerPoint and Visio, I received high accolades for this rollout and it
became the new format for monthly updates to the board and stakeholders.
With a natural ability to establish rapport with a diverse range of clients, I provide a service that is
both personalised and respectful within my position at Transgrid. As ICT Service Delivery Manager,
I demonstrate my ability to communicate both verbally and written with clients and in every
interaction confirm my commitment to the achievement of quality customer service. Actively
involved in the delivery of relevant ICT projects across the department, including delivery of
training, I have validated my capability to not only educate stakeholders but also positively
persuade to best practice methodology. Additionally, I have provided the management and
coordination of delivery of ICT support and services to nominated top tier clientele.
As an example of my ability to communicate effectively, I regularly provide training, coaching and
assistance to the project community at Transgrid on project management systems, tools and
templates. Additionally, I provide consultation and strategic advice on reporting related matters to
interested parties through demonstrated listening, understanding and adapting to audience. It is
as a direct result of my capabilities that I was instrumental in the development and
implementation of project-related and operational policies, procedures and standards such as
project management frameworks, guidelines, business processes and compliance.
Demonstrates professional or technical proficiency
Possessing demonstrated experience and knowledge of working within the ICT industry, I have
achieved excellent professional success, especially in project management and service delivery. As
a customer-focused ICT Service Delivery Manager with over 10 years of experience across multiple
industries, I have illustrated my technical proficiency through the energy and utilities, government,
aviation, and technology services sectors. Specialising in IT service management with successful
project delivery, I combine IT expertise with stakeholder engagement at all levels to meet program
outcomes.
Holding a Bachelor of Engineering (Electrical), I possess the required qualifications to support the
Department of Agriculture and Water Resources’ pursuit of key strategic priorities that provide a
foundation for monitoring and evaluating achievements of its core business. With a demonstrated
commitment to continued professional development, I have completed certifications such as ITIL
Foundation V3 PMP and MCITP Enterprise Administrator.
Within my current role at Transgrid, I manage a team of five service management officers
managing end-to-end IT service delivery for Transgrid’s CEO, Executive committee, and general
staff. Providing technical solutions for corporate outsources, I have demonstrated my capabilities
working with clients such as IBM, Telstra, Optus, CGI and HP, ensuring prompt resolution of
incidents involving VIP staff. Working on critical projects such as project managing the completion
of the Windows 7 roll out at Transgrid and its regional sites, I achieved success in a challenging
environment with critical deadlines.
Illustrated in my management position at TravelEdge, and the management of six service
management officers, I was instrumental in the delivery of end-to-end services to all facets of the
business, the CEO, and managing directors across Sydney and Melbourne. Achieving technical
success in critical projects that provided robust systems, I enabled the support and assurance with
redundancy, which gave better reporting from a business perspective. Through providing a
reporting centred on adherence to compliance with service level agreements, I was influential in
providing an environment that allowed consultants to answer calls within time, count abandoned
calls and measure average handling times to key stakeholders, both internally and externally.
During my tenure with Qantas, I was accountable for the end-to-end delivery of ICT management
with high profile vendors such as Fujistu, IBM, TCS and Telstra. Demonstrating my technical
proficiency, I project managed projects in excess of $500,000 installing Wi-Fi around Australia.
Upon completion of project delivery, I was acknowledged by peers and management for my
contribution to increased productivity and efficiency for staff.
With a demonstrated commitment to my career and professional growth, I have accepted all
opportunities afforded me. This has included travel around Australia where I managed projects
and service delivery issues. Validated in my career with Qantas, I executed technical professional
skills when setting up new offices and sites. Delivering results, I ascertained business requirements
so new sites were setup appropriately from an IT perspective.
