Product

Candidate Description

Driving technology services and customer-experience transformation, the candidate brings more than 20 years of experience across enterprise delivery, program leadership and commercial operations. Their background combines global technology-client support delivery, national ServiceNow practice leadership and enterprise IT service management. At a Technology Company, formerly another Technology Company and a Technology Services Provider, they established and scaled a concierge support business to $22M revenue with full P&L accountability. They grew an eight-person operation into a 312-person organisation across four locations in Australia, Malaysia and the Philippines. Their platform exposure includes Microsoft 365, Azure, Dynamics CRM, SharePoint, ServiceNow, Salesforce and Genesys Cloud CX. They connect strategic planning with operating-model design, financial discipline and customer-focused execution.

Their delivery strengths span service establishment, ITIL-aligned governance, enterprise integration, quality assurance and performance improvement. Within a Technology Client's customer support environment, they translated customer-experience priorities into operating standards, escalation ownership and measurable service outcomes. They expanded monthly customer interactions from 1,500 to more than 20,000 and led teams to the program's first 97% case-resolution result. Their teams also received executive recognition for the highest customer satisfaction rating and client-program awards. They delivered multi-million-dollar annualised operating expenditure efficiencies and extended services into Copilot training, grounding, human-in-the-loop feedback and Genesys speech and sentiment validation. Earlier delivery included a global CSP support launch for a Technology Client, a ServiceNow Software Asset Management implementation for a media company and a worldwide 24x7 SLA measurement solution for a transportation company through a Consulting Firm.

A commercially accountable and collaborative leader, they build the structures and specialist capabilities needed to sustain complex services. Their leadership encompasses workforce planning, quality assurance, training, business intelligence, internal IT and specialist escalation teams. They develop managers through coaching, mentoring, performance reviews and clear accountability, while maintaining executive, customer and vendor relationships. Experience across consulting, technology services, government, media and transportation supports adaptability to different operating environments. Their Bachelor of Commerce in Information Systems and ITIL and Microsoft credentials are complemented by continuing leadership and AI development, including a leadership program at a university and AI learning from technology providers. Returning from a family-care career break, they offer a combination of program direction, commercial judgement, operational governance and customer-experience leadership.