Delia Rowlatt
Wynnum West,QLD
Summary
Dynamic IT leader with extensive experience at Metro North HHS, excelling in stakeholder coordination and strategic thinking. Proven track record in enhancing service delivery and managing complex IT issues, while fostering a culture of professionalism and teamwork. Adept at budget management and mentoring teams to achieve operational excellence.
Overview
16
16
years of professional experience
Work History
Manager, Technical Customer Support
Metro North HHS
07.2023 - 09.2024
- Ensure that an effective and efficient desktop and audio-visual support service which meets customer needs is provided to MNHHS.
- Manage the day-to-day activities of the Customer Service Delivery team within MNIT including performance appraisal and personnel development.
- Allocate jobs to team members.
- Develop a customer service culture and relationship skills within the Customer Service Delivery team, effectively being the face of Metro North IT for the majority of our customers.
- Establish and maintain highly effective working relationships with customers and suppliers including suppliers within Queensland Health.
- Meet and maintain defined service levels for the Customer Service Delivery team.
- Ensure that the work delivered by the Customer Service Delivery team meets quality standards.
- Run incident management and service level management processes for MNIT Customer Service delivery.
- Contribute to the development of best practice IT Service Management processes for the IT Operations team.
- Monitor and identify trends and issues which are affecting the Customer Service Delivery team.
- Work with project personnel as required to ensure the effective transition of services into production.
- Manage the effective administration of the team and report, document and develop recommendations regarding resource capacity, capability and planning to the IT Operations Director.
- Coordinate User Acceptance Testing with clients and stakeholders for BAU Systems and Windows 10 MOE.
- Comply with departmental standards, policies and procedures.
- Encourage and manage teams’ contributions to ICT knowledge base and Technical support materials.
- Digital Metro North, Technology Operations
A/Team Lead IWFM Rostering Support
Queensland Health
02.2022 - 06.2022
- Provide team leadership and coordination of work activities for a group of functional experts and system analysts ensuring daily work allocation is completed efficiently and effectively leading to the successful running of the Queensland Health pay run and support the successful deployment of the Workbrain Rostering System.
- Assist Production Support and Operations Manager with workload allocation by ensuring change management documentation, registers and processes are complied with and Quality Assurance checks completed.
- Undertake a lead role to ensure effective, client focused teamwork by developing an understanding of the roles and duties of team members within the team and across CTS and Corporate Enterprise Solutions, and by collaboratively determining a skills transfer program to achieve outcomes with a commitment to quality and customer service.
- Undertake team management activities as directed by management including team procedures and work instructions.
- Undertake a lead role in planning the fortnightly payroll processing and operational work schedules, including negotiation of timelines and service levels with clients, and team workload planning and allocation.
- Lead, liaise, consult and negotiate effectively with team members, other project teams, stakeholders and client groups to develop and maintain effective working relationships and the integrity of the overall integrated solution, including attendance at defect triage meetings and governance forums.
- Provide direction to Functional Experts and System Analysts in analysing and providing effective and innovative solutions to complex system problems in the delivery of support to the Department of Health and the Hospital and Health Services (HHSs) and completion of project work.
- Provide leadership to the Support team in managing business as usual activities such as the fortnightly payrun, 2nd level analysis of system defects, and development of workarounds and management of Retrospective Simulation Activity (RSA).
- Provide strategic and expert advice to management on the applications and associated issues and initiatives including risk and issue identification and management.
A/Manager, Digital Infrastructure
Metro North HHS
10.2021 - 02.2022
- Digital Metro North Technology Operations offers high quality information systems, technology and advice across Metro North HHS. IT staff partner with Metro North HHS business units to provide modern information systems that enable people to deliver excellent patient care.
- Manage the support and maintenance of the Metro North IT Infrastructure environment, including datacentres, server, storage and data protection infrastructure and platforms, and software hosted on these servers ensuring compliance with the appropriate standards for the management of server infrastructure.
- Develop strong partnerships with project and business stakeholders and system vendors through the use of effective communication channels to enable on-going successful service delivery.
- Lead the development and implementation of an ICT Technology Architecture, including where appropriate the integration with external ‘As-a-Service’ provider services, to deliver workable and supported ICT solutions to MNIT.
- Review large and complex technology and information systems requirements, designs and implementation plan to ensure that the technology and security aspects are architecturally sound, and that they conform to the respective standards and guidelines and agreed enterprise architecture.
- Lead and manage the assessment, analysis, design, development, documentation and implementation of minor technology and database changes, evaluating and mitigating risks to the integrity of current infrastructure and middleware inherent in proposed implementations.
- Lead the transition of new IT systems and services into operational support through liaison with the MNIT Operations Management team, Project managers, and Business System representatives.
- Manage and develop the specialist Technical Operations team within Digital Infrastructure team including performance management and personnel development, and exercise HR delegation (Band 5) in relation to Technical Operations staff.
- Establish and maintain effective working relationships with all Metro North IT staff.
- Digital Metro North, Technology Operations
Manager, Technical Customer Support
Metro North HHS
10.2017 - 10.2021
- Ensure that an effective and efficient desktop and audio-visual support service which meets customer needs is provided to MNHHS.
- Manage the day-to-day activities of the Customer Service Delivery team within MNIT including performance appraisal and personnel development.
- Allocate jobs to team members.
- Develop a customer service culture and relationship skills within the Customer Service Delivery team, effectively being the face of Metro North IT for the majority of our customers.
- Establish and maintain highly effective working relationships with customers and suppliers including suppliers within Queensland Health.
- Meet and maintain defined service levels for the Customer Service Delivery team.
- Ensure that the work delivered by the Customer Service Delivery team meets quality standards.
- Run incident management and service level management processes for MNIT Customer Service delivery.
- Contribute to the development of best practice IT Service Management processes for the IT Operations team.
- Monitor and identify trends and issues which are affecting the Customer Service Delivery team.
- Work with project personnel as required to ensure the effective transition of services into production.
- Manage the effective administration of the team and report, document and develop recommendations regarding resource capacity, capability and planning to the IT Operations Director.
- Coordinate User Acceptance Testing with clients and stakeholders for BAU Systems and Windows 10 MOE.
- Comply with departmental standards, policies and procedures.
- Encourage and manage teams’ contributions to ICT knowledge base and Technical support materials.
- Digital Metro North, Technology Operations
Test Manager/Test Lead
Hewlett Packard Enterprise
07.2015 - 10.2016
- Contracted to the Australian Taxation Office, where I am responsible for the coordination of all testing activities during every stage of the test process, as well as coordination with senior executives on testing projects and strategies.
- Perform the role of Defect Manager.
- Formulation and implementation of Software Testing strategies.
- Negotiating the ongoing purpose and deliverables of the test effort.
- Ensuring the appropriate planning and management of the test resources.
- Preparation/review of test plans.
- Preparation/review of test reports.
- Training, Mentoring and motivating the team.
- Assessing the progress and effectiveness of the test effort.
- Advocating the appropriate level of quality by the resolution of important Defects.
- Advocating an appropriate level of testability focus in the software development process.
- Hewlett Packard Enterprise is a business-focused organisation with four divisions: Enterprise Group, which works in servers, storage, networking, consulting and support; Services; Software; and Financial Services.
Senior Test Analyst /Test Lead
Department of Human Services
08.2014 - 07.2015
- Perform extensive analysis and comprehension of the Business Requirements document to get a full picture of the Testing Requirements.
- Review Software functional designs in accordance with the Document review procedures.
- Prepare detailed testing documentation, High level and Low-Level Test design in accordance with the Departments standards.
- Adhere to test disciplines and Department’s Methodology for Quality assurance.
- Development of scenarios to satisfy all aspects of Testing.
- Effective development of Functional Test Cases based on the Business Requirements Document.
- Liaise with Systems Analyst and Business analyst for additional information on requirements that are unclear.
- Raise Defects found from Testing and execution of Functional Test Cases and record results in HP ALM.
- Perform data extraction from the Departments main database using SQL.
- Supervise a group of Testers.
- Prepare and produce weekly Testing Reports.
- Department of Human Services, a Federal Government Agency responsible for the development of service delivery policy and provides access to social, health and other payments and services.
Test Analyst (Contract)
Australian Taxation Office
12.2013 - 08.2014
- Perform extensive analysis and comprehension of Business Requirements document.
- Review Software functional designs in accordance with the Document review procedures.
- Prepare detailed testing documentation, particularly test scripts.
- Ensure effective use of testing tools.
- Adhere to test disciplines and Department’s Methodology for Quality assurance.
- Liaise with application developers and business stakeholders on any issues found from the Requirements Document.
- Development of scenarios to satisfy all aspects of Testing.
- Effective development of Functional Test Cases based on the Business Requirements Document.
- Raise Design queries where anomalies exist in the design document.
- Execution Functional Test Cases and log Defects following Defect Management process.
- The Australian Taxation Office (ATO) is the Australian Government's main revenue collection agency.
Senior Test Analyst (Contract)
QSuper
01.2013 - 08.2013
- Work with Team Leader, Testing Services Team, I&T Delivery the relevant Project Manager in identifying and developing testing approach.
- Prepare Test Plan and oversee the approval of such following the internal document approval process.
- Developed a Bugs/Defects process flow to be adhered to by all parties involved in the resolution and the deployment of fixes.
- Formulate Test Cases and record test results in SpiraTeam.
- Responsible for the coordination of all testing activities; scheduling of testing activities (Systems Integration Testing (SIT) and User Acceptance Testing (UAT) and Deployment Verification Testing; follow up progress of testing to ensure that the testing occurs in the required timeframe; execution of test cases; track defects; reporting.
- Worked with external contractors and Vendors to prioritise bugs/defects and timely deployment of fixes ensuring it occurs in the required timeframe.
- Identify risks and issues associated with testing.
- Responsible for organising the Testing Sign-off prior to Production Deployment.
- Completion of Weekly Status Report and Test Completion Report.
- Review team members test designs and reports for quality assurance purposes.
- Project coordination meetings and other means, monitors progress against project.
- Allocation of resources as required to accomplish goals.
- QSuper is the Super fund for people working for Queensland Government also has an increasing number of members who have a private sector employer contributing on their behalf.
Project Test Coordinator/Project Test Lead
Ipswich City Council
02.2012 - 01.2013
- Work with the relevant Project Manager to identify and develop testing approach.
- Coordinate test scheduling with the Release Management team.
- Prepare Test Plan and oversee the approval of such following the internal document approval process.
- Review existing Test Cases from previous stage of this project stored in Quality Centre.
- Completion of Testing Completion Report.
- The City of Ipswich is a local government area which governs the outer western portion of the Brisbane Metropolitan Area, Queensland.
Project Test Lead/Senior Info Systems Officer
Queensland Department of Communities
01.2009 - 01.2012
- Prepare test plans and undertake detailed acceptance testing of system software changes to meet specified upgrade signoff requirements.
- Develop and maintain detailed documentation of software and implementation issues arising from the testing, follow up to ensure adequate resolution.
- Analyse business requirements and implementation decisions.
- Review and manage the development and documentation of user and operating procedures arising from system upgrades.
- The Department of Communities is a Queensland Government Agency delivery human service.
Education
Leadership Essentials for Managers -
In House Facilitated
Brisbane, QLD09.2021
Australasian Inter-Service Incident Management System -
AIIMS
Brisbane Qld04.2019
Microsoft Project 2016 -
Best Career Leap
Brisbane, QLD03.2017
Introduction to Agile using SCRUM -
HP University - In House
Brisbane, QLD07.2016
Estimation in Agile -
HP University - In House
Brisbane, QLD07.2016
Testing Management -
K.J. Ross And Associates
Brisbane, QLD09.2011
Certified Testing Professional (CSTP) -
K.J. Ross And Associates
Brisbane, QLD12.2010
Skills
- Relationship building
- Business process understanding
- Client orientation
- Complex IT issue explanation
- Budget management
- Time management
- Idea positioning
- Professionalism
- Leadership
- Team dynamics management
- Stakeholder coordination
- Mentoring
- Change management
- Strategic thinking
- Problem solving
- Researching
- Analysing
- Written communication
- Oral communication
- Technical documentation
- Judgment making
- Detailed analysis
- Organisational skills
- Project management
- Attention to detail
- Methodical approach
Certifications Professional Development
- 09/29/21, Leadership Essentials for Managers, In house facilitated
- 04/02/19, Australasian Inter-Service Incident Management System, AIIMS
- 03/30/17, Microsoft Project 2016, Best Career Leap
- 07/08/16, Introduction to Agile using SCRUM, HP University
- 07/11/16, Estimation in Agile, HP University
- 12/14/10, Certified Testing Professional (CSTP), K.J. Ross and Associates
- 09/01/11, Testing Management, K.J. Ross and Associates
Accomplishments
- Successfully coordinated Systems upgrade both from the infrastructure related upgrade and front-end upgrade.
- Successfully coordinated the Metro North Essential 8 Internal Audit activities.
- Completed Business Analysis including evaluation of Systems specification for a Web Site ahead of 3 weeks deadline.
- Identified, recommended and prioritised Web Designs in conjunction with the Business Analyst and Business Leaders.
- Successfully Coordinated the Testing activities of the numerous Projects within Council most specifically the Council’s main online customer service interface. Deployment was always ahead of schedule.
- Developed an excellent working relationship with Business Analyst to perform UAT testing.
- Collaborated with Interstate IT Services providers and Developers in resolving Bugs or Defects discovered from Testing.
- Collaborated with Global IT Services in resolving IT issues in my capacity as Problem, Incident and Defect Manager.
- Successfully Coordinated Testing activities of the Transition of ICT Systems and resources (includes upgrade to Windows 7 Standard Operating Environment, Windows 10 and upgrade of Internet Explorer (IE).
- Developed several User Guides throughout my IT career, the latest one for the for users of ABC Modelling System.
- Lead Triage of System Bugs and Feature Request.
- Developed reporting and analytics.
- Lead a cross-functional Team of Testers, Support and Network Engineers to develop features and fix issues, allocating resources to ongoing projects and enforcing deadlines.
- Developed skills to successfully deliver Training Courses for example at Queensland Health delivered Training courses on Introduction to IT, Excel, Advanced Excel and Database which received outstanding Course feedback.
- Collaborated with internal Service providers in the successful deployment of Windows 10 MOE to a fleet of PCs within Metro North Hospital & Health Services (MNHHS).
- Successfully managed a group of support staff in the provision of second level desktop support which continuously received 100% client satisfaction since my joining.
References
- Ian Missenden, Previous Manager, Queensland Health - 0412137266;ismissenden@gmail.com
- Warren Richards, Team Lead, Technical Customer Support, Metro North Hospital and Health Service - 0448789838;warren.richards@health.qld.gov.au
Key Professional Competencies
- Strong relationship skills with proven ability in building credibility with key business stakeholders.
- In-depth understanding of business process, procedure, strategies and imperatives.
- Client oriented approach with the ability to explain complex IT issues to technical and non-technical stakeholders.
- Keenly attuned to financial and timeliness constraints: well developed skills in budget and time management.
- Accomplished at positioning new ideas and concepts and handling challenges with professionalism.
- Strong leadership skills, managing team dynamics and coordinating multiple stakeholders, mentoring and guiding junior team members.
- Gifted at initiating, leading and managing change in a challenging and dynamic environment while achieving objectives.
- Strategic thinker who solves complex IT issues, researching and analysing to ensure system meets business objectives.
- Excellent written and oral communication skills, skilled in writing technical documentation and in communicating technological complexities to the non-expert.
- Able to make judgments involving complicated material and situations requiring detailed analysis, interpretation and consideration of multiple options.
- Strong organizational and project management skills with an eye for detail and a methodical approach rolling out solutions.
Professional Overview
As an experienced Manager I combine a strong IT background with significant knowledge and understanding of business initiatives. Having worked across a range of business domains, I am particularly adept at analysing organisational operations and pulling these together with the best IT solutions to meet client demands. I have a strong history of achieving consensus among key stakeholders—internal and external—during project design and implementation. I have developed a reputation for efficiently developing and delivering projects and comprehensive experience in analysing client needs and in managing the relationships and expectations throughout the assessment, mapping, design and delivery process, including conducting interviews and workshops. A clear strategic and analytical thinker I am skilled at eliciting client goals and operational needs and in translating those into the appropriate IT solution.
Timeline
Manager, Technical Customer Support
Metro North HHS
07.2023 - 09.2024
A/Team Lead IWFM Rostering Support
Queensland Health
02.2022 - 06.2022
A/Manager, Digital Infrastructure
Metro North HHS
10.2021 - 02.2022
Manager, Technical Customer Support
Metro North HHS
10.2017 - 10.2021
Test Manager/Test Lead
Hewlett Packard Enterprise
07.2015 - 10.2016
Senior Test Analyst /Test Lead
Department of Human Services
08.2014 - 07.2015
Test Analyst (Contract)
Australian Taxation Office
12.2013 - 08.2014
Senior Test Analyst (Contract)
QSuper
01.2013 - 08.2013
Project Test Coordinator/Project Test Lead
Ipswich City Council
02.2012 - 01.2013
Project Test Lead/Senior Info Systems Officer
Queensland Department of Communities
01.2009 - 01.2012
Leadership Essentials for Managers -
In House Facilitated
Australasian Inter-Service Incident Management System -
AIIMS
Microsoft Project 2016 -
Best Career Leap
Introduction to Agile using SCRUM -
HP University - In House
Estimation in Agile -
HP University - In House
Testing Management -
K.J. Ross And Associates
Certified Testing Professional (CSTP) -
K.J. Ross And Associates