Jessica Elton
Bangor,Australia
Summary
Skilled professional offering more than 15 years experience in IT, people management and customer relationship roles. My most recent role in managing a strategic government client in agile delivery of $6mil software project whilst balancing the total client portfolio in excess of $15mil across 15 clients.
I have worked with thousands of customers over the years in SMB, enterprise and government sectors to align their business needs to technology solutions in telco, cloud, software development and security. I can offer experience in many areas of business operations from financial management, strategic planning, customer engagement and escalation, service management and project delivery frameworks. Examples of prior initiatives I have led include service improvements that reduced re-work by 50%, introduction of a comprehensive NPS programme, reduction in service management costs by digital transformation of billing and customer self service platforms.
I am a hard working, versatile team player looking for the next opportunity to help a business grow and retain clients in the complex environment of IT or software delivery.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Software Project Manager
Genix Ventures Pty Ltd.
09.2021 - Current
- Management of the project delivery team - from recruitment and onboarding, development and KPI measurement. Responsible for resource planning, business cashflow forecasting and all customer escalation against a 15mil project portfolio.
- Direct management of strategic government and enterprise projects in excess of 7mil utilising Salesforce and custom developed software, ensuring delivery is on time and on budget.
- Execution and governance of Agile and Waterfall based methodologies including key project management procedures such as change, risk, issue and financial management.
- Analyzed project performance data to identify areas of improvement.
- Maintain communications between clients and executive stakeholders for allocated government and private sector projects.
- Coordinated consulting, development, testing and release resourcing, driving the outcome agreed project timelines by creating effective team work and clear communication.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Developed and maintained project budgets to control costs and meet organizational and project goals.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
Head of Service Delivery
First Focus Pty Ltd.
01.2020 - 08.2021
- As part of the executive, determined and led strategic initiatives across the business to increase revenue, reduce costs, manage and develop staff and exceed customer expectations for example the introduction of new user onboarding initiative that reduced service desk re-work by over 50%.
- Contributed to financial and strategic planning and its execution to successfully deliver year on year growth targets.
- Oversaw team of 15 including service delivery managers, onboarding specialists and delivery analysts targeted on customer experience, process improvement, ITIL service management including major incident management.
- Ensured customer escalations were handled swiftly and appropriately across a portfolio of SMB and enterprise customer with managed voice, network, service desk, security and cloud services
- Supported technical account management in client acquisition and retention.
Head of Service Delivery
ETHAN GROUP
08.2016 - 12.2019
- Strategic leadership of direct ( 3) and indirect (up to 15) reports to achieve business GP target via P&L accountability, people management of on and off-shore resources and customer engagement
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Post sales relationship management of 100+ managed services customers, $3mil+ monthly revenue across a range of industries and products including network, voice, cloud, service desk and EUC
- Use of data analytics tools to measure and respond to service, financial and business metrics.
- Managing 'at risk' customers, and driving efficiency such as an 81% reduction in time spent on customer report generation
- Govern and execute the IT service management framework, aligned to ITIL processes within Service Strategy, Design, Transition, Operations and Continuous Service Improvement
- Partner with customer executives to develop a deep understanding of their business
- Lead operational escalations, driving 'get well' plans, contributing to customer workshops and bids
- Continuous improvement and business transformation initiatives including design and execution of account management framework, customer engagement program, technical support and billing process improvement, customer facing elements of design and release management for online support portal
- Solve business and customer challenges across a range of operational areas including poor solution fit, custom billing and reporting needs, rapid product development, process gap analysis, organizational change including acquisitions and mergers and introduction of new executive stakeholders
- Work collaboratively with internal stakeholders including product managements, technical engineers, sales, internal IT/enterprise architects, pre-sales, shared services (billing, finance, admin, HR), project and professional services
- Understand features and benefits of technologies and how they create solutions to meet customer need such as cloud infrastructure, SD-WAN, Microsoft O365, outsourced IT support.
Manager- Service Delivery
ETHAN GROUP
05.2014 - 07.2016
- Manage the team responsible for IT service management framework of over 100 corporate customers
- This involved growing the team from 3 -15 staff and expanding to off-shore operations
- Mature and improve systems, processes and inter-team collaboration to deliver a high level of customer experience, Service Level management and IT Service Management framework adherence
- Key achievements include implementation of Event Management practices and enhancing incident management communications via SMS.
Service Delivery Manager
ETHAN GROUP
01.2013 - 05.2014
- Attended staff and client meetings and served as liaison to manage operations for managed services enterprise clients.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service performance and provided feedback for improvement.
- Managed adherence and reporting against service level agreements.
- Governed contract delivery and variation.
Alliance Partner Manager
AAPT LTD.
10.2011 - 12.2012
- Manage a diverse portfolio of enterprise and mid tier IT customers from a range of industries
- Working remotely and from customer premise, engaging with IT staff, end users and the customer executive team of a single strategic customer or portfolio of up to 20 customers
- Deliver ITIL aligned service management framework including incident management, change management, problem management, service request fulfillment with an extensive focus on service measurement, reporting and continuous improvement
- Contract governance ensuring all contract elements are governed and adhered to such as health checks, support scope, termination and onboarding
- Adjust commercial and legal elements of the contract throughout its lifecycle to be consistent with the service offering
- Revenue assurance from service activation to termination
- Review and management of monthly customer invoicing for managed services and out of scope support
- Oversight of internal and vendor costs to maintain the GP of an account
- Establish on-boarding acceptance processes and criteria to reduce cost of customer transitions and decrease ongoing governance risks such as support scope creep
- Monitor all elements of the existing customer relationship and services by working closely with pre-sales, sales, project management, technical engineering and the senior management team to become a trusted advisor to the customer.
Sales Manager
AAPT LTD.
09.2008 - 10.2011
- Lead strategic direction of the customer portfolio - in excess of 600 customers
- Act as customer escalation point, direct the sales efforts on strategic accounts and deliver retention and growth of the existing customer base
- Manage team of predominately telephone based account managers to achieve sales goals
- People management activities including resource management and recruitment, training, ongoing mentoring, performance assessment and management
- Deliver sales management including sales pipeline and forecasting, account allocations and planning, customer account planning and sales performance reporting
- Grow the team to support the needs of the growing customer base
- Develop strategy for tiering customer management to increase profitability and retention whilst increasing customer engagement
- Work with the senior management and executive team to redefine business values and structure strategic KPIs including their measurement and transparency cross the business through staff engagement surveys, quarterly business updates, sales conferences.
Skills
- Design and execution of Business Strategy
- ITIL Service Management
- Project Management
- Risk and Contract Management
- Customer Experience Design ICT
- Relationship Management
- Leadership and people development
- Process Development
Websites
Certification
- PRINCEII Project Management- in progress
- Salesforce Administrator - in progress
- ConnectWise - Cybersecurity Fundamentals for Sales 2021
- Customer Experience and Design, RMIT University, 2019
- ITIL Foundations v3, Axelos, 2013
- Cert IV - PMBOK Project Management, TAFE NSW, 2011
- Cert IV - Frontline Management, RogenSI, 2010
- Bachelor Degree - Chiropractic Science, Macquarie University, 2008
Proficient Applications
- Atlassian Confluence and Jira
- Google Suite
- Microsoft O365 / Dynamics / PowerBI
- ConnectWise incl. Brightguage
- SolarWinds
- Box.net
- Qualtrics
- Adobe
Vendors
- Salesforce.com
- Software development vendors
- TPG / Telstra / Vocus / Optus / NBN
- Microsoft
- Mitel / Cisco / Meraki
- Mailguard /Symantec
Personal Information
Nationality: Australian Citizen
Pronouns: She/Her
Timeline
Senior Software Project Manager
Genix Ventures Pty Ltd.
09.2021 - Current
Head of Service Delivery
First Focus Pty Ltd.
01.2020 - 08.2021
Head of Service Delivery
ETHAN GROUP
08.2016 - 12.2019
Manager- Service Delivery
ETHAN GROUP
05.2014 - 07.2016
Service Delivery Manager
ETHAN GROUP
01.2013 - 05.2014
Alliance Partner Manager
AAPT LTD.
10.2011 - 12.2012
Sales Manager
AAPT LTD.
09.2008 - 10.2011
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