Summary
Overview
Work History
Skills
Accomplishments
Timeline
Generic

GINA ANDERSON

Murrumbateman,NSW

Summary

A highly motivated, self-confident individual who takes great pride in any role undertaken. An excellent communicator at all levels and a strong leader who is able to effectively manage and motivate. A committed, reliable and flexible person who is quick to learn and relishes a challenge . Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.

Overview

24
24
years of professional experience

Work History

General Manager

Green Light Canberra
07.2016 - Current
  • Delivery of Service Level Agreements and Continuous Service Improvement
  • Strong awareness of ITIL best practice methodology
  • Demonstrated initiative, customer focus and goal driven
  • Leading on Dept Of Health Transition, setting up of new Service Management function and vacating two Data Centres into new facilities by required deadlines
  • Set up Green Light Canberra office
  • Setting up a 250 seated Single Point of Contact Service Desk for Defence, a multibillion-pound contract for 10 years, including Design of Building & Technology, creation & implementation of processes, recruitment & training of staff
  • Turning around a non-performing team to high performers achieving all KPIs and exceeding by 10% within 8 months & then being nominated for finalists of the year for ITSM Service Desk of the Year project 2015
  • Responsible for delivery the most successful project for Defence MIMO, CEO Declared the best MIMO ever
  • Working with Defence customer to Consolidate a number of other Service Desk into the Single Point of Contact Desk - Defence UK & Defence Australia
  • Designing, installing, and training of Barclays Bank Helpdesk Call logging system
  • Deliver a Customer Service Centre for Barclays Asset Finance
  • Set up of the Canberra office from the ground up, including building, team and clients
  • Develop & maintain relationships with senior C-level/VP executives, understanding respective focus areas, value drivers and strategic priorities to develop a strategic roadmap of initiatives
  • Responsible for truly understanding the customer's business drivers, technology issues and procurement and selection processes to ensure Green Light is uniquely placed to provide best market value to the customer
  • To be the subject matter expert and a sales leader in both building and defining Green Light business within Systems Integrators, Telcos and Consultancies in ACT
  • Leadership responsibility for Team consisting of resources and Junior Business Development Executives
  • Develop & present strategic account plans & results for each Account and present on a quarterly basis to General Manager/Sales Lead for feedback
  • Account Plan to be developed in consultation with key client stakeholders, leveraging local and global resources and to include analysis on emerging industry trends, competitor actions, key partner capabilities to capitalise on and opportunities to further grow both depth and breadth of account

General Manager

Managed Services Datacom Australia
03.2016 - 07.2016
  • Provide clear direction and vision via the Managed Services Strategic Plan in alignment with Datacom Systems ACT goals
  • Identify, develop and direct the implementation of your department's business strategy and vision in line with market and industry change and Datacom's overall strategic goals Collaborate, contribute to, and align with the Datacom Group Talent strategy and programs
  • Change management and implementation of Group Talent programs, systems and initiatives
  • Participate in Datacom Systems ACT senior management activities as designated and contributes to the evaluation and development of organization strategy and performance
  • Achieving maximum Client Satisfaction through outstanding delivery of contractual requirements and more
  • Negotiate, oversee and own all service delivery outcomes for Managed Services as defined through the contracting process
  • Plan and direct activities for development and operational management so as to meet agreed performance targets within budget and timelines
  • Provide leadership and knowledge to the sales and bid teams in the pursuit of new business
  • Manage, motivate and lead a high performing team
  • Recruit, Select, Manage and develop direct reporting staff
  • Management Framework to ensure that the resources within your department are adequately skilled to deliver on contracted obligations and present succession planning options for the company
  • Liaise with other functional/departmental managers so as to understand all necessary aspects and needs of organisational development, and to ensure they are fully informed your operational objectives, purposes and achievements within your department
  • Supporting and assisting with related organisational changes activities that are required as an outcome of business improvement activities
  • Maintain and develop company culture, values and reputation in the Managed Services outsourcing market with all staff, customers, suppliers, and partners
  • Ensure divisional adherence to Datacom policies, procedures and frameworks
  • Establish and maintain appropriate systems for measuring necessary aspects of Operational management and development for your department
  • Monitor, measure and report on department operational issues, opportunities, development plans and achievements within agreed formats and timelines
  • Manage and control departmental expenditure within agreed budgets
  • Maintain awareness and knowledge of market/industry developments and provide suitable interpretation to directors, managers and staff within the organization
  • Ensure activities meet and integrate with organisational requirements for quality management, health and safety, legal stipulations, environmental policies and general duty of care
  • Defining, implementing and supporting Datacom wide frameworks, standards and policies, including ISO20000, ISO14001, ASNZS4360, ISO27001Governance over technology investments and outcomes

General Manager Datacom

Dept Of Health & Human Services
11.2014 - 03.2016
  • Achievement of the five outcomes of the Department of Health Managed Services contract
  • Leadership and people management of direct reports and the operational team (FTE 136)
  • Ensuring the environment is operationally robust (production regimes, reporting etc.) and that all divisional teams meet contractual and service requirements
  • Manage to strict finance guidelines to achieve targets
  • Manage and control expenditure within agreed budgets
  • Managing resourcing, balancing against demand
  • Responsibility for all ITIL processes and service continuity
  • Building and maintaining positive and effective internal and external relationships
  • Oversight of service improvement initiatives
  • Adherence to appropriate HR processes by team leaders and ensure that they provide guidance and support to their teams
  • All services are provided in line with defined Service Levels and Key Performance Indicators as defined in the contractual service descriptions between Datacom and Department of Health
  • Managed Services General Manager Datacom Australia

General Manager

Datacom
03.2013 - 11.2014
  • Work with the Executive team to develop strategies for the Shared Services team in line with the overall business strategy
  • Provide leadership and strategic direction to the organisation ensuring that high levels of performance are achieved
  • Identify and implement best practice operational business processes and systems in line with organizational requirements
  • Develop streamlined operations to create efficiencies internally and across departments
  • Attract engage and retain exceptional people through best practice human resources management and operating environments
  • Maximise management effectiveness through timely, transparent and comprehensive financial reporting, analysis and forecasting
  • Create a learning platform to develop and support skill development for the achievement of the organisation's strategic vision

Service Delivery Manager

Fujitsu Australia
09.2010 - 03.2013
  • Achieve contracted obligations to customers (service level agreements) and financial objectives, through the coordination of day to day operational activities (job responsibilities) of Team Leaders and Service Desks
  • Manage resource requirements
  • (Staffing levels, training, tools, and recruitment including raising recruitment requests and contractor renewals) Implement innovative staffing and rostering models for assured coverage at the lowest possible costs
  • Retain the staff attrition rate at a low level with a focus on the positive attrition of service desk staff being promoted to other Fujitsu positions
  • Maintain a highly professional image in presenting to customers and Fujitsu staff
  • Demonstrate leadership and a high commitment to the achievement of all service targets and delivery of outstanding customer service, in the Service Centre in all dealings with Service Desk staff
  • Promote high staff morale in the Service Desk
  • Maintain a thorough awareness of all Service Level Agreements, Operational Level Agreements and Key Performance Indicators applicable
  • Review all month-to-date SLA reports provided by Service Level Management for each of the Service Desks managed, and proactively manage the delivery of service to meet or exceed service level targets by clear consistent direction to the Service Desk Team Leader/s
  • To provide advice, (technical or procedural, mentoring, goals setting, coaching, feedback,) This includes performance management of Team Leaders, including identifying and coordinating training requirements with the end goal to provide assurance that the Team Leaders are able to deliver consistent and effective support and leadership to the service desk team
  • Develop and enhance cooperative interdepartmental and vendor relationships and communications that benefit the delivery of efficient service by Fujitsu to our customers
  • Manage high level escalations effectively such that a satisfactory outcome is achieved without higher escalation unless appropriate
  • Maintain a current knowledge of service desk industry trends and potential impact on the business.

Customer Service Director

02.2007 - 06.2010

02.2006 - 02.2007
  • Managing & maintaining the relationship with the Senior Defence customers
  • Dealing with escalations & Complaints from the customer
  • Consistently looking for Service Improvements
  • Ensuring that Fujitsu Services support teams and service partners work together to deliver impeccable service
  • Sponsor of champion activities (CSIP's) within the consortium
  • Conduct regular customer service reviews, Including KPI reviews
  • Directly managing a team of Customer Service Managers for the South East & Overseas regions
  • 10 FTE's
  • Additional Fujitsu responsibilities within consortium
  • Escalation & Problem management team - 12 FTE's & Catalogue services Team 10 FTE's
  • Operations Manager ATLAS (Consortium - Fujitsu, Responsibility for the Fujitsu work share within the consortium for managing teams within the operations environment, this included managing the SPOC, 3rd Line, Web Services, Software distribution
  • Regional support teams
  • Ensuring achievement of Service Level deliverables
  • To lead, provide direction, support & motivation and manage a team to deliver consistent outstanding customer service from a customer's point of view
  • Responsible for the performance management of the team being change orientated and
  • Customer focused, demonstrating the ability to engage others & influence events aligned with key business objectives

Service Delivery Manager

ATLAS
01.2005 - 02.2006
  • Responsibility for setting up a 250 Seater SPOC (Single Point of contact) Service desk for the MOD
  • Responsibilities included delivery of the IVR & ACD (Avaya) telephone system was set up according to the customer requirements & contact deliverables
  • Developing the call logging system (CA) in accordance of the customer requirements, ATLAS requirements & ensuring that it could meet the KPI's
  • Developing all process & work instructions for the SPOC to manage the calls
  • Recruitment of all Service Desk team members, including SPOC management
  • Working with the consortium members for the Take on Services (TUPE) of consolidated service desks with in the MOD.

Helpdesk Services Manager

Fujitsu Services
04.2001 - 01.2005
  • Working on Fujitsu Services Defence project, which is a fully managed secure IT system run on behalf of the Ministry of Defence
  • To provide a fast, efficient call answering and progression service to users
  • Ensure all day-to-day activities result in not contractual misses
  • Ensure organisation is geared to fast efficient call answering and logging
  • Ensure all calls progressed to closure as quickly as possible
  • Ensure all staff remain motivated and conscientious
  • Good knowledge of helpdesk techniques
  • Responsible for 7 Direct Reports with responsibility for Building Services, Reporting Team, Incidents and Alert and the Service Desk, Peregrine Development & Administration
  • Team of 57 overall, split across two customer owned sites
  • Ensuring that the Helpdesk operation has the knowledge and resources it needs to meet agreed service and response standards
  • Ensuring that all relevant processes and procedures are maintained and reviewed
  • Ensuring that all day-to-day activities resulting no contractual misses
  • Implementing changes as required by both Fujitsu and the client
  • Responsible for a 1.8million budget
  • Regular Service Review Meetings with the customer and also a number of 3rd Parties.

Problem Manager

BT Syntegra
07.2000 - 04.2001
  • Key Activities & Responsibilities
  • To be responsible for the day-to-day operation of the team, prioritising workload, making operational decisions and ensuring timely resolution of service affecting problems
  • To be the first point of contact for customer escalation of all support issues and service complaints
  • Ensure all faults identified through trend analysis are allocated and resolved after agreeing priorities with the customer
  • Produce an incident report for all major impacting faults
  • Manage the resolution of all Priority 1 and all Severity faults
  • Manage the use of the change management process for all changes to the live systems and address all contraventions with those responsible
  • Regularly attend monthly operational review meetings with the Customers and 3rd Party Suppliers, managing issues ensuring the service provided meets with contractual arrangements.

Skills

  • Strong customer focused service design and delivery
  • Ability to develop and manage relationship with suppliers
  • Strong customer facing skills Strong awareness of individuals, their needs and motivation
  • Good Commercial Skills and broad business skills
  • Proven ability to lead, develop and motivate large teams
  • Strong customer focus and commitment to deliver promises

Accomplishments

    · Leading on Dept. of Health Transition, setting up of new Service Management function and vacating two Datacentres into new facilities by the required deadlines.

    · Set up Green Light Canberra office.

    Achevied Growth year on year on Greenlight

    Highest performer on a GP perspective

    · Setting up a 250 seated Single Point of Contact Service Desk for Defence, a multimillion pound contract for 10 years, including Design of Building & Technology, creation & implementation of processes, recruitment & training of staff.

    · Turning around a non performing team to high performers achieving all KPI’s and exceeding by 10% within 8 months & then being nominated for finalists of the year for ITSM Service Desk of the Year project 2015.

    · Responsible for delivery the most successful project for Defence MIMO, CEO Declared the best MIMO ever.

    · Working with Defence customer to Consolidate a number of other Service Desk into the Single Point of Contact Desk – Defence UK & Defence Australia

    · Designing, installing, and training of Barclays Bank Helpdesk Call logging system.

    · Deliver a Customer Service Centre for Barclays Asset Finance.

Timeline

General Manager

Green Light Canberra
07.2016 - Current

General Manager

Managed Services Datacom Australia
03.2016 - 07.2016

General Manager Datacom

Dept Of Health & Human Services
11.2014 - 03.2016

General Manager

Datacom
03.2013 - 11.2014

Service Delivery Manager

Fujitsu Australia
09.2010 - 03.2013

Customer Service Director

02.2007 - 06.2010

02.2006 - 02.2007

Service Delivery Manager

ATLAS
01.2005 - 02.2006

Helpdesk Services Manager

Fujitsu Services
04.2001 - 01.2005

Problem Manager

BT Syntegra
07.2000 - 04.2001

Similar Profiles

CREATE PROFILE
GINA ANDERSON