Joey Lansdowne
Manager
Murrumbateman
Summary
Experienced APS officer with over 20 years in delivering corporate, operations, program, and policy outcomes. Demonstrates agility and results-oriented management with proficiency in communication and interpersonal skills.
A leader and problem-solver focused on streamlining operations to reduce costs and enhance organisational efficiency. Utilises decision-making skills and sound judgment to contribute positively to business success.
Strategic thinker capable of quickly identifying risks, presenting solutions, and implementing strategies to meet targets. Possesses leadership qualities that foster trust and motivate teams to perform effectively.
Overview
20
20
years of professional experience
Work History
Desktop and Executive Support Manager A/g EL2
Department of Industry, Science and Resources
Canberra, NSW
12.2024 - 03.2025
- Ensure consistent high quality support services for the department, including: escalation support for ICT and corporate matters
- In person first level ICT support in the Canberra Service Hub
- On site desktop support in the Canberra office, and Dedicated executive ICT support
- Ensure high standards of customer service for executive support, including maintaining productive relationships across the executive team and minister office/s and ensuring rapid responses to requests
- Drive continuous improvements to the delivery of support services, including knowledge articles for the team, division and users
- Lead and manage personally issued ICT assets and desktop software
- Support projects across the country including for video conferencing and office fit outs
- Proactively contribute to the identification of ICT incidents, support themes and information to support problem resolutions
- Provide regular reporting on support insights to track performance and inform improvements
Property Engagement Assistant Manager EL1
Department of Industry, Science and Resources
02.2024 - 12.2024
- Ensure consistent high quality support services for the department, including: First level support for Property and Place matters
- Ensure high standards of customer service for executive support, including maintaining productive relationships across COO executive team and SES office/s and ensuring rapid responses to requests
- Build and develop internal support capability, implemented staff training programs, enhancing product knowledge and improving customer service skills
- Build capability in a team environment through coaching others, providing performance feedback, conflict resolution and encouraging career development
- Support projects across all DISR sites including office fit outs and signage
- Drive continuous improvements to the delivery of support services, including knowledge articles for the team, division and users
- Support future phases of the project as it delivers additional functionality
- Developed strong working relationships with staff, fostering a positive work environment.
- Ensure vendors are delivering against the agreed contract / service levels
- Manage support requests back log and SES onboarding
- Manage complex customer relationships, including the management of customer expectations
- Prepare correspondence and corporate documentation, reports, submissions, proposal papers and insights to track performance and inform improvements
ServiceNow Project Lead/Assistant Manager EL1
Department of Industry, Science and Resources
07.2022 - 02.2024
- Maintained a strong and trusted relationship across corporate and shared services teams and have further imbedded and strengthened relationship across client portfolio
- Supported future phases of the project as it delivers additional functionality
- Develop and manage procurement and contracts, monitor and manage licensing agreements
- Develop and implement work plans that provide strategic directions for the work area
- Lead and manage a technical support team of 7, staff resources and forward planning in line with the Strategic Road Map
- Manage complex customer relationships, including the management of customer expectations
- Prepare correspondence and corporate documentation, reports, submissions, proposal papers including data and statistics.
- Plan and monitor work processes, direct and coordinate quality assurance practices and set performance indicators
- Build capability in a team environment through coaching others, providing performance feedback, conflict resolution and encouraging career development
- Contribute to the divisional Business plans, priorities and horizon planning. Deliver against the ServiceNow Strategic Road Map in alignment with business priorities
Education
EL1-EL2 Leadership Masterclass
The Hatchery
ACT 04.2024 - 04.2024
Emerging Leaders
Kirribilli Partners Pty Ltd
04.2021 - 03.2023
Secondary Education
ACT School System
01.1985 - 11.1973
Skills
Customer service
Cross-functional collaboration
Technical support understanding
Decisive Decision-making/Problem-solving
Stakeholder management
Verbal and written communication
Customer service expertise
Professional networking
Training and mentoring
Staff management/Performance management
Quality assurance /Quality controls/ Continuous improvement
Accomplishments
- Successfully imbedded Property Operations Teams into ServiceNow.
- Successfully rebuilt property engagement client relationships.
- Stood up a Property Engagement level 1-2 support Team.
- Delivered 5 new ServiceNow initiatives, whilst providing quality ServiceNow support services to the wider department.
- Implemented automation of ServiceNOW platform licensing.
- Delivered a Shared Service Client Portal that created efficencies for end users and the enabling service teams.
- Maintained a strong and trusted relationship across corporate and shared services teams.
Previous roles
- Assistant Manager (EL1) - ICT & CN Support Services (Corporate Support), ICT Operations Branch, CIO Group, 10/01/20, 07/31/22
- Program Officer (APS 6) - AusIndustry - Support for Business, Department of Industry, 05/13/19, 10/05/20
- Program Officer (APS 6) – AusIndustry Cooperative Research Centres, Department of Industry, 01/27/16, 05/12/19
- Various Public Sector Roles APS3 to APS6, Various, 01/01/01, 12/31/19
Timeline
Desktop and Executive Support Manager A/g EL2
Department of Industry, Science and Resources
12.2024 - 03.2025
EL1-EL2 Leadership Masterclass
The Hatchery
04.2024 - 04.2024
Property Engagement Assistant Manager EL1
Department of Industry, Science and Resources
02.2024 - 12.2024
ServiceNow Project Lead/Assistant Manager EL1
Department of Industry, Science and Resources
07.2022 - 02.2024
Emerging Leaders
Kirribilli Partners Pty Ltd
04.2021 - 03.2023
Secondary Education
ACT School System
01.1985 - 11.1973