André de Wolf

• Lead (Customer Success), I have been working closely with customers and several cross-functional IT product delivery teams that are responsible for the end-to-end delivery of IT products under their remitImplemented process changes to enhance efficiency.
• Monitored performance metrics, identified areas of improvement, and implemented process changes accordingly.
• Collaborated with internal teams regarding upcoming product releases and ensured proper testing prior to deployment.
• Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
• Evaluated existing processes and procedures and proposed changes as needed based on industry best practices and standards.
• Maintained open communication channels between the team members, customers, vendors, and other relevant parties involved in a project.
• Worked closely with other departments to ensure smooth transition from development into production environment.
• Oversaw day-to-day operations ensuring adherence to established SLAs and OLAs and compliance with company policies.
• Initiated process improvements to reduce cost of services.
• Analyzed customer feedback data to identify trends in user experience or technical issues requiring further investigation or resolution.
• Utilized expertise to enhance collaboration with stakeholders within company frameworks.
• Established framework for Major Incident Management reporting governance.
• Engaged in the Service Desk Uplift to enhance process-driven efficiencies.

• Acting Head of Managed Security Services
• Managed end-to-end delivery of IT services to national clients, ensuring SLA compliance and customer satisfaction.
• Managed service delivery expectations.
• Developed and maintained strong client relationships, acting as the primary point of contact for service-related inquiries.
• Implemented continuous improvement processes to reduce costs and improve service quality.
• Championed customer service excellence, instilling a client-focused culture within the team.
• Resolved escalated customer complaints promptly by providing appropriate solutions.
• Implemented ITIL best practices to streamline processes and improve service delivery efficiency.
• Managed a team of service delivery professionals to ensure timely completion of projects.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.

• (SDM) - IT Service Manager role is responsible for key areas of Service Management - Service Transition and Service Operations within UNIFY
• They serve as manager and\or practitioner of several ITSM processes such as Change Management, Problem Management, Incident Management and Knowledge Management and their continual improvement
• They provide guidance and direction to the Managed Services Team who assists with day-to-day process support activities
• The major focus areas and Key responsibilities:
• Customer satisfaction
• Delivery excellence
• IT Service Management maturity
• Strong leadership and Staff performance
• Sustainable growth through Business development
• Create, enhance, and maintain documentation for processes, standards and procedures associated to the Service Management functions
• Provide our customers with a consistent high-quality service experience through compliance and adherence to established business processes
• Ensure SLA compliance and prioritisation with breached case management
• Drive maturity through ongoing lifecycle improvements in the ITSM platform
• Perform the Change Manager role regularly.

• Hired as the Service Delivery Manager to take ownership of the delivery and governance of the Skype for Business technology solution
• Established permanent ownership and delivery responsibilities for efficient monitoring of Skype for Business services.
• Implemented a policy-compliant ITIL framework to enhance Skype for Business operations.
• Utilized Agile (DevOps) methodology for Service Delivery and Program/Project Management.
• Expanded scope to include all Enterprise and Corporate application process improvements.

• Enosys Solutions is an IT security specialist with a highly skilled professional services team and 24x7 onshore security operations centre (SOC) servicing corporate and public sector organisations across Australia
• Managed project delivery and ongoing services across significant accounts in Queensland.
• Handled initial escalation for customer and service issues.
• Oversaw full project lifecycle from initiation to BAU transition.
• Oversee service delivery encompassing key ITIL processes.
• Responsible for service management, service level agreements (SLAs) and all commercial aspects of the managed services contracts
• Optimized the entire customer journey.
• Executed Continual Service Improvement processes for service.

• Supported the project manager as 2IC in executing the RiskMan Project.
• Enabled launch of integrated Risk, Feedback, Incident and Case Management Software in early 2018.

The main responsibilities:

• Conduct leadership in managing comprehensive business analysis tasks.
• Conducted capture and analysis of current and future business processes.
• Created comprehensive business and software requirements specifications for an integrated safety solution project.
• Initiated, influenced, and maintained relationships with internal and external stakeholders.
• Enable stakeholders to negotiate MNHHS build requirements in collaborative settings.
• Created work instructions detailing procedures for MNHHS induction program.
• Create data management plans for seamless project implementation.
• Executed necessary analyses and created reports for project support.
• Coordinated with test team to integrate business requirements into testing products.
• Directed UAT testing for MNHHS with support of MNIT Test managers.
• Facilitated stakeholder engagement and assessment.

• Simient is a Professional Services and Software Development company implementing their innovative solutions using the Agile Devops methodology
• Simient brings technology to the frontline of health and corrections
• Their solutions give frontline staff the full picture, bring data together and create new innovative ways of working
• The Manager, Customer Service mission is to ensure that customers enjoy world class service while maintaining the Company gross margins
• This is through the dual responsibility of support and account management
• Delivering to clients mainly within Health and other government departments
• Strategise, create, and maintain a framework (ITIL Based), for customer project delivery, service delivery and service management of our software development projects and ongoing support, throughout the organisation and for these processes to be rolled out for each client as part of a one company vision and strategy
• Overseeing the technical delivery of all support to derive the target gross margin
• Monitoring the performance of the support team ensuring high quality outcomes are delivered within agreed KPIs and SLAs
• Providing account management including timely delivery of projects for existing clients
• Working with the CEO and other management team members to generate and close a pipeline of sales to reach or exceed the annual branch target for application support and maintenance
• Developing, implementing, and reporting against Support Plans meeting the published strategic objectives
• Providing leadership, motivation and mentoring to the support team
• Assisting the CEO to manage team’s human resource requirements in skills development and training for support services
• Maintaining a high profile within the client base building the company’s credibility and achieving a high level of client satisfaction
• Seeking, using, and promoting best practice methodologies and tools to deliver superior outcomes
• Managing the continuous improvement of the support services process
• Ensuring compliance with the Quality Management System
• Encouraging continuous improvement of organisational processes.

• Bank of Queensland Account
• Reporting directly to the Regional Delivery and Operations Lead, Service Management Director for APJ and matrix reporting to the Delivery Executive, acting as a Single Point of Contact/Leader managing multi-location Capability Teams for Production Operations within the Midrange (including AS400 mainframe), Wintel, BURS (Backup, Recovery and Storage) and DBA towers for the HPE BoQ account and liaising closely with the Application, Network and Workplace services capabilities
• As well as act as a Single Point of Contact/Leader for the Service Management (SM) Team for the HPE BoQ account
• The HPE Production Operations P and L under my responsibility is valued at approx
• 25m per year
• Responsibilities:
• Reviewed, identified technology and process gaps, issues with existing service
• Working with Bank of Queensland team leaders and business owners to understand their concerns and issues with service
• Developed joint recovery plans/projects to address and restore service to good operational health
• Manage and proactively drive delivery of Hewlett Packard Enterprise Services delivery in accordance with ITIL functions according to specified contractual deliverables, SLAs, and metrics within assigned account/s
• Actively provide leadership for High Severity incidents
• Build and maintain strong relationships with the customer (at all levels) as well as internal stakeholders
• Deliver ITIL functions in line with Account Service Level agreements
• Proactively drive ITIL process support / feedback / lifecycle management / continuous improvement to designated process SMEs in issues that are affecting the delivery of service to the customer
• Actively participate in internal and external audits and being accountable for audit findings all the way to resolution
• Maintain and drive performance across the Portfolio P/L (incl
• Asset Management, License Management, Project Management, Availability Management, Capacity Management, Configuration Management, procurement, Data Centre facilities, contract schedules, Finance Management)
• Provide specific direction to the Capability Managers on issues / improvements for the account
• Promote a positive team environment
• Assist in recruitment and retention of staff and contractors
• Provide leadership and support to the client delivery and project teams (Delivery Executive, Account Delivery Executive, Account Delivery Managers, Delivery Leads and Account Service Manager for Cross functional), Project Managers, Sales, and Account teams as the Capability representative and delivery leader
• Implement Lean and Agile recommendations
• Where appropriate manage the implementation of new, add on or changed delivery services, providing support to the account on gathering and interpreting customer requirements and ensuring such requirements are met and implemented through projects and service requests as per agreed delivery milestones (via Transition Plans)
• Additional responsibilities (acting) Account Service Manager:
• Providing a single view across all SM sub capabilities of deliverables and regional standards
• A significant focus of my role has been providing mentoring and day to day input, direction and advice to the Service Management team that supports the assigned accounts, and to work with SM sub-capability leaders to ensure delivery of ITIL functions within assigned account, Utilise the assigned SM team model to support the daily activities below, and ensure the provision of such support in a timely and accurate manner
• Escalate to the Service Management Regional Director and/or Delivery Executive (DE) when appropriate
• Being the key representation for Service Management to the DE and customer on assigned account
• Bringing the client perspective and business requirements to the SM Sub-Capability Leaders to facilitate and add value.

• Reporting directly to the Regional Director for Service Management, act as a Single Point of Contact/Leader for the Service Management (SM) Team for the Hewlett Packard Enterprise, Commonwealth Bank of Australia account
• Responsibilities:
• Providing a single view across all SM sub capabilities of deliverables and regional standards
• A significant focus of my role has been providing mentoring and day to day input, direction and advice to the Service Management team that supports the assigned accounts, and to work with SM sub-capability leaders to ensure delivery of ITIL functions within assigned account, Utilise the assigned SM team model to support the daily activities below, and ensure the provision of such support in a timely and accurate manner
• Escalate to the SM Regional Director and/or ADE when appropriate
• Being the key representation for Service Management to the ADE and customer on assigned account
• Actively provide leadership for High Severity incidents
• Build and maintain strong relationships with the customer (at all levels) as well as internal stakeholders
• Deliver ITIL functions in line with Account Service Level agreements
• Proactively drive ITIL process support / feedback / lifecycle management / continuous improvement to designated process SMEs in issues that are affecting the delivery of service to the customer Bringing the client perspective and business requirements to the SM Sub-Capability Leaders to facilitate and add value
• Actively participate in internal and external audits and being accountable for audit findings all the way to resolution
• Where appropriate manage the implementation of ITIL functions for new, add on or changed services, providing support to the account on gathering and interpreting customer requirements and ensuring such requirements are met and implemented through projects and service requests as per agreed delivery milestones (via Transition Plans).

• Account Reporting directly to the Regional Capability Lead and matrix reporting to the Account Delivery Executive (ADE), acted as a Single Point of Contact/Leader for the Capability Teams within the Midrange tower for the HP CBA account
• HP Midrange business was valued at approx
• 40m per year
• Responsibilities:
• Reviewed, identified technology and process gaps, issues with existing service
• Worked with CBA team leaders and business owners to understand their concerns and issues with service
• Developed joint recovery plans/projects to address and restore service to good operational health
• Manage and proactively drive delivery of HP Enterprise Services delivery in accordance with ITIL functions according to specified contractual deliverables, SLAs, and metrics within assigned account/s
• Actively provide leadership for High Severity incidents
• Build and maintain strong relationships with the customer (at all levels) as well as internal stakeholders
• Deliver ITIL functions in line with Account Service Level agreements
• Proactively drive ITIL process support / feedback / lifecycle management / continuous improvement to designated process SMEs in issues that are affecting the delivery of service to the customer
• Maintain and drive performance across the Portfolio P/L
• Provide specific direction to the Capability Managers on issues / improvements for the account
• Promote a positive team environment
• Assist in recruitment and retention of staff and contractors
• Provide leadership and support to the client delivery teams (ADE, ADM and ASM for Cross functional), Sales and Account teams as the Capability representative and delivery leader
• Where appropriate manage the implementation of new, add on or changed delivery services, providing support to the account on gathering and interpreting customer requirements and ensuring such requirements are met and implemented through projects and service requests as per agreed delivery milestones (via Transition Plans).

Responsibilities:

• Project management
• Technical lead in generating AlphaServers competence profile for MVSS
• Identify potential leads for Alpha and provide a list to pre-sales/sales
• Pre-sales advisor on AlphaServer service quotes
• Integrate AlphaServers new core service delivery technology
• Service planning
• Manage start-up contracts for a smooth transition of the contract to the next stage within 3 months
• Provide a mentoring role by providing sufficient information and documentation to APAC counterparts to better understand the MVSS SP and SD model

Training

• Undertake development and delivery of training courses for AlphaServers
• Develop on demand/ad hoc training courses supporting AlphaServers
• Create Cross Training and reference material to assist MVSS Engineering Team assessing AlphaServer related calls
• Quality Assurance
• Own development of Company QA processes to meet operational requirements
• Create and maintain QA documentation for logistics management, project management, service planning, training, and service delivery

Logistics

• Managing the logistics department
• Materials planning and new contract parts logistics, replenishment, and stock level requirements
• Update EXO stock balance
• Managing supply chain and parts management

Engineering support

• Call ownership - ensure allocated calls are actioned according to SLA, and that incidents are resolved in line with customer expectations
• Escalations - promote a team culture by soliciting input from peers on technical issues
• Escalate to management where potential customer satisfaction issues exist and respond to PIR requests
• Mentoring of junior staff
• Major clients included Ausgrid and News Corp.