Summary
Overview
Work History
Education
Skills
TECHNICAL EXPERTISE
Certification
Interests
Timeline
Generic

Alistair Cain

Brisbane

Summary

A seasoned IT leader with 30+ years of experience driving IT service delivery, stakeholder collaboration, and technical support across multinational and public sector organisations. Adept at managing desktop support teams, optimizing service operations, and ensuring seamless technical solutions. Strong expertise in ITIL frameworks, project management, and leadership—aligning IT strategy with business needs to enhance efficiency and customer satisfaction.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Service Delivery & Sustainment Manager

Leidos Australia
02.2022 - 12.2024
  • Led cross-functional Level 2/3 teams within Defence IT operations, overseeing desktop support, infrastructure, service design, engineering, incident management, and application support under ITIL governance.
  • Managed technical support teams, optimizing resources to enhance desktop service delivery.
  • Developed Power BI reporting metrics, tracking incident throughput and SLA compliance.
  • Spearheaded SharePoint 2010 to 2019 migration, modernizing infrastructure across Defence.
  • Negotiated an improved SLA agreement with Defence, strengthening stakeholder confidence.
  • Restructured team operations, leveraging ITSM frameworks to enhance productivity.

Service Delivery Manager

Synergy Group
08.2019 - 02.2022
  • Oversaw desktop support and IT operations for Defence CIOG, managing service desks, incident remediation, and system reliability.
  • Increased production automation from 8 to 30, enhancing operational efficiency.
  • Created reporting metrics demonstrating automation ROI and resource optimization.
  • Ensured 100% SLA & KPI compliance in service contract management.

Service Delivery Manager

Deloitte Australia
07.2016 - 08.2019
  • Managed desktop support, infrastructure, and technical operations for Deloitte Canberra, supporting 500+ users.
  • Designed and implemented desktop standardization, improving consultant productivity.
  • Delivered Windows 10 and Office 365 upgrades, reducing support costs through workflow improvements.

Service Delivery Manager

Ernst & Young (EY)
05.2012 - 07.2016
  • Directed IT support and infrastructure management for EY Canberra office, ensuring technical stability, efficient service delivery, and user support.
  • Oversaw mobile phone upgrade, Cisco network switch enhancements, and asset management system rollouts.
  • Provided technical leadership and career guidance, fostering team growth and skill development.

IT Manager / Project Manager

Oracle Corporation (UK)
07.1999 - 12.2011
  • Led IT service desk and technical teams, managing desktop support, infrastructure, and enterprise applications across multiple UK offices.
  • Improved call resolution rates from 75% to 86%, streamlining service desk efficiency.
  • Delivered major data center relocations, ensuring business continuity and cost savings.

Education

High School Diploma -

Albany Academy
Chorley, UK

Skills

  • IT Service Delivery & Support Management
  • Team Leadership & Staff Development
  • Customer & Stakeholder Engagement
  • ITIL & ITSM Implementation
  • SLA & KPI Management
  • Desktop Support – Windows 10/11, MS SCCM/Intune, Active Directory, M365
  • Process Optimization & Incident Resolution
  • Vendor & Contract Negotiation
  • Power BI Analytics & Reporting
  • Security & Risk Management

TECHNICAL EXPERTISE

Desktop Support & Infrastructure: Windows 10/11, MS SCCM/Intune, Active Directory, M365, Citrix
Service Management & Security: ITIL, ITSM, Power BI Analytics, Incident & Problem Resolution
Cloud & Virtualization: Azure AD, Azure VM, VMware, Oracle VM

Certification

  • Blueprint Certified Developer (2019)
  • Blueprint Certified Technical Architect (2020)
  • PRINCE2 Practitioner (2014)

Interests

  • Enjoy hobbies that combine physical activity with outdoor exploration
  • Tech enthusiast, passionate about exploring the latest advancements and innovations

Timeline

Service Delivery & Sustainment Manager

Leidos Australia
02.2022 - 12.2024

Service Delivery Manager

Synergy Group
08.2019 - 02.2022

Service Delivery Manager

Deloitte Australia
07.2016 - 08.2019

Service Delivery Manager

Ernst & Young (EY)
05.2012 - 07.2016

IT Manager / Project Manager

Oracle Corporation (UK)
07.1999 - 12.2011

High School Diploma -

Albany Academy

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Alistair Cain