Senior Delivery & Customer Success Manager - Entsia
(2024-06)
Lead delivery and customer success across strategic enterprise accounts, maintaining strong customer relationships, driving service quality, retention and growth opportunities.
- Optimised utilisation by 15% and reduced project leakage by ~20%, through stronger delivery governance oversight, planning and resource management.
- Act as the Single Point of Contact (SPOC) for senior client stakeholders, managing both strategic and tactical outcomes across internal and customer-facing teams.
- Led service transition and onboarding activities, ensuring operational readiness, support documentation and governance framework creation prior to BAU commencement.
- Coordinated project-to-BAU handovers between delivery and managed services teams.
- Support account growth through business development activities and identification of service improvement initiatives.
Principal Consultant – Delivery - Cloud Kinetics
(2023-10 - 2024-05)
- Managed enterprise-wide Project activities, achieving 100% compliance in outcomes.
- Implemented FinOps and cost optimization strategies with focus on key delivery areas and cost savings for clients.
- Built trusted relationships with key customer contacts providing transparent and detailed oversight in infrastructure delivery initiatives.
- Developed operational readiness modelling, KT frameworks and support structures to ensure successful transition of solutions into BAU support.
- Governed transition of cloud and application services from project delivery into managed operations, establishing support models, operational governance, Service Level Agreements (SLA) development for future SLA models and knowledge transfer (KT) frameworks.
- Supported RFx response activities and procurement ensuring customer centric solutions were reflected through proposals.
Principal Consultant – Delivery - Versent
(2021-04 - 2023-09)
- Acted as primary delivery lead in cloud transformation programs and managed services engagements whilst consistently achieving customer outcomes, timelines and budgets.
- Directed service transition activities and support readiness initiatives, ensuring successful project to BAU activities.
- Established governance models and service management frameworks to support enterprise customers operating within complex cloud environments.
- Built and led high performing technical teams, doubling team size during COVID-19 period while maintaining strong utilization and billing targets.
- Led all commercial discussions relating to delivery scope, resourcing and customer outcomes contributing to continual service improvements and additional revenue scope.
- Active support in procurement and RFx activities ensuring alignment of solutions to customer outcomes.
National Practice Director Managed Services and Customer Success - RXP
(2017-05 - 2021-04)
Joined RXP as Service Delivery manager in 2017 and was promoted to National Practice Director Managed Services and Customer Success.
- Built and led a national Project and Managed Services practice generating $6M+ annual recurring revenue.
- Led a national team of Service Delivery Managers responsible for client governance performance and continual service improvements ensuring the highest level of customer experience.
- Led presales activities RFx responses and contract negotiations supporting new business acquisition contract renewals and overall growth the managed services.
- Directed RFx tender and procurement responses across enterprise, government and SMB opportunities.
- Consistently achieved revenue and margin targets whilst improving consultant utilization.
- Maintained 100% client retention throughout my tenure through proactive account and relationship management.
- Established and governed project-to-BAU transition frameworks across the national practice.
- Oversaw SaaS and business application managed services delivery across multiple enterprise customer environments.
- Developed service governance, reporting and support operating models for new managed services engagements.
- Maintained relationships with senior customer stakeholders delivering long standing commercial partnerships.
Practice Manager – Managed Services - UNSW
(2010-09 - 2017-04)
Managed the Project and Managed Services practice delivering IT services to 6,500 staff and 65,000 students.
- Led onboarding and transition of new application services into operational support.
- Directed operational readiness reviews and service acceptance activities for projects transitioning into managed services.
- Managed IT service management processes and service catalogues with a continual service improvement focus driving SLA performance, vendor outcomes and overall client satisfaction.
