Andrea Ruka
FAIRFIELD WEST,NSW
Summary
Service Delivery Manager with over 6 years of critical incident management and IT service delivery experience at Commonwealth Bank Australia, leading high-stakes recovery efforts to safeguard approximately $90 billion in daily payments across cards, payments, and digital banking. Recognised for driving operational resilience through standardised response frameworks, continuous improvement initiatives, and global stakeholder collaboration, demonstrating a results-driven, adaptable leadership style, and strong interpersonal acumen to ensure service excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Delivery Manager - Payments
Commonwealth Bank Australia
South Eveleigh, NSW
07.2017 - Current
- Directed mission-critical banking services (including but not limited to SWIFT, PMS, NPP, BPH, Direct Entries, and Merchant Services), ensuring $90B+ daily payment continuity.
- Designed and implemented global service management frameworks for TYME Digital (SA), Bankwest (AU), and ASB (NZ).
- Led end-to-end service transitions (MEMO, PowerBoard, MasterCard, and VISA) with zero operational disruption.
- Standardised high-efficiency incident response protocols, cutting recovery time, and boosting resilience.
- Produced data-driven incident trend analysis to guide process enhancements and risk mitigation.
- Commanded priority incident recovery under high-pressure conditions, adapting strategies in real time.
- Built and led a high-performance incident response team, elevating capability and readiness.
- Drove cross-functional collaboration to resolve complex service issues and prevent recurrence.
Service Delivery Manager - Group
Commonwealth Bank Australia
Sydney, NSW
03.2017 - 06.2021
- Directed delivery of enterprise-critical services across End User Computing, Financial Crime Technology, Digitisation, Chief Data & Analytics Office, and Corporate Functions (Finance, Audit, Procurement, HR, Property, Risk, Advice Remediation, Security).
- Globally managed IT operations across multiple locations (NZ, Indonesia, Australia, Hong Kong, China, Vietnam, South Africa), ensuring secure, resilient corporate infrastructure.
- Designed and implemented global engagement models integrating Major Incident, Service Desk, Problem, and Change Management practices.
- Led priority-based incident management, optimising recovery time and minimising business disruption.
- Developed standardized response processes to boost operational efficiency and service reliability.
- Created clear, business-friendly documentation and training, enabling non-technical stakeholders and end-users to effectively adopt technology solutions.
- Recognised for managing concurrent initiatives with precision, balancing priorities, dependencies, and risk across complex environments.
Process Excellence Manager
Commonwealth Bank Australia
Sydney Olympic Park, NSW
03.2013 - 02.2017
- Directed delivery of key enterprise services, training and mentoring business leaders to embed a total quality mindset across operations.
- Maintained Lean accreditation for four consecutive years, leading teams to implement continuous improvement actions that increased production volume, efficiency, and quality.
- Improved processes, measurement systems, documentation, and workflows, driving measurable operational gains.
- Led cross-functional CI/Lean projects in partnership with senior leadership, ensuring alignment with strategic goals.
- Spearheaded innovative product development and process improvements, including automation of customer notifications to enhance service speed and accuracy.
Education
Some College (No Degree) -
Northland College
New ZealandSkills
- Led high-priority incident management
- Directed root cause analysis, post-incident reviews, and remediation execution
- Clear, business-focused communication
- Maintained customer-centric service delivery
- Developed and enforced reporting standards
Certification
- ITIL v3 Foundation Certified (2018) | Lean Six Sigma Green Belt (2016) | Diploma of Project Management (2016).
- Completed advanced leadership programs including Leadership Pathways – Ignite for Managers and training in Creative Problem Solving, Commercial Thinking, Execution Excellence, Leading Change, and Ways of Working.
- Enhanced executive capability through professional development in Communicating with Impact, Building High-Performing Teams, Courageous Conversations, and Customer Risk Performance.
Timeline
Service Delivery Manager - Payments
Commonwealth Bank Australia
07.2017 - Current
Service Delivery Manager - Group
Commonwealth Bank Australia
03.2017 - 06.2021
Process Excellence Manager
Commonwealth Bank Australia
03.2013 - 02.2017
Some College (No Degree) -
Northland College
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