KYLE ROBINSON
Head Of ICT
Hobart
Summary
Results-driven professional with a proven record in strategic leadership, customer experience, and IT management. Skilled in aligning technology initiatives with organizational goals, driving growth, and enhancing processes. A visionary leader passionate about leveraging technology to achieve excellence, fostering innovation, and delivering tangible results. Committed to empowering and developing people, creating collaborative environments that drive success.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
IT Manager
Marriott International - (NYSE: MAR)
09.2024 - Current
- Acted as a key member of the executive team, responsible for property IT operations, planning, implementation, and compliance with IT requirements.
- Managed technology partner relationships, service levels, and IT cost optimization for assigned properties.
- Led the successful execution of technology pilots, ensuring alignment with business needs and goals.
- Provided expert support for IT systems, backups, disaster recovery, and PCI compliance; consistently passed internal and external audits.
- Supported IT Managers across APEC through Taskforce initiatives, sharing expertise and driving improvements.
- Delivered IT training and developed cross-training programs for associates.
- Accountable for CAPEX preparation, technology planning, and maintaining up-to-date systems and hardware.
- Participated in leadership meetings and regional IT calls, ensuring effective communication of IT issues and strategies.
Head of ICT
MacKillop Catholic College
04.2023 - 09.2024
- Oversaw the entire ICT department, providing strategic leadership and driving the technological vision and direction of the college.
- Aligned technology initiatives with the college's educational goals and objectives, working closely with head of departments, faculty, and administrators.
- Identified opportunities for leveraging technology to enhance teaching, learning, and administrative processes.
- Led the ICT team and developed a comprehensive technology roadmap and strategic plans to support the digital learning environment and student success.
- Prioritised the security and integrity of the college's technology infrastructure and data, implementing robust cybersecurity measures and ensuring compliance with industry best practices and regulatory requirements.
- Fostered a culture of innovation, collaboration, and professional development within the ICT team.
- Stayed informed about emerging trends and advancements in educational technology and strategically implemented innovative solutions.
- Established clear communication channels to keep the college community informed about ICT initiatives, developments, and support services.
- Managed the ICT budget efficiently, allocating resources effectively to prioritize initiatives that aligned with the college's strategic priorities.
- Conducted ongoing assessment and evaluation of ICT services, utilizing data-driven insights to measure performance and identify areas for improvement.
- Ensured the ongoing alignment of technology services with the evolving needs of the college, supporting the achievement of the college's overall mission and goals.
Head of Customer Experience
Field Solutions Group (TasmaNet) (ASX:FSG)
08.2022 - 04.2023
- Responsible for driving customer support operations and delivering exceptional experiences for clients as the Head of Customer Experience
- Built strong relationships with key stakeholders and led a team of Team Leaders to deliver timely and accurate support for projects, products, and services
- Collected data and provided insight to drive improvements in employee engagement, business service quality, reputation and brand, and client satisfaction
- Managed multiple engagements simultaneously and delivered high-quality results
- Worked closely with the business to participate in the development and improvement of services and provided relevant insight to the product development process
- Focused on continuously improving systems and processes to ensure efficiency and cost-effectiveness, as well as a consistently high level of customer engagement
- Managed stakeholder expectations, assessed feedback, and improved procedures to ensure excellent engagement at all times
- Promptly escalated any issues or challenges that may risk client outcomes or commercial objectives.
Service Delivery Manager
Field Solutions Group (TasmaNet)
05.2022 - 08.2022
- Oversaw and managed the delivery process for all customer products within FSG as a Service Delivery Manager for Managed Services Clients
- Coordinated and managed service installations to ensure they were in line with customer service agreements and our service catalogue
- Led large scale ICT implementation and transition projects
- Proactively managed and reported on the execution of deliverables, program risks, and issues
- Provided technical advice and direction to teams and customers
- Identified and mitigated risks and impediments to delivery
- Built strong relationships with key stakeholders to ensure timely and accurate delivery of business-initiated projects and products
- Ensured the provision of superior products and services for Managed Services Clients.
ICT Manager
St Virgil's College
11.2018 - 05.2022
- Provided leadership and strategic direction to the ICT team and College at St. Virgil's College
- Aligned the College's ICT operations with its teaching and learning needs
- Managed the performance and day-to-day operations of the ICT department
- Oversaw the College's Laptop and iPad programs, managed ICT infrastructure and equipment
- Developed and maintained ICT policies and procedures
- Ensured the security and integrity of the College's ICT system
- Led the development of disaster recovery and service continuity processes
- Managed relationships with internal stakeholders (staff and students) and external stakeholders (Catholic Education Tasmania & Edmund Rice Education Australia)
Service Desk - Team Leader
DXC Technology (NYSE: DXC)
10.2015 - 11.2018
- Built and led a successful team of up to 40+ FTE in a managed service desk environment, serving multiple clients
- Grew the team and customer base from a single customer to over 8 customers
- Received multiple awards for customer service excellence under my leadership
- Managed and resolved tickets, and overseen all processes related to the team's work
- Ensured the service management and delivery functions of the IT team operated effectively and efficiently
- Managed initiatives to ensure the delivery of Technology Services functions and processes to clients
- Managed the day-to-day IT operation, analyzed and presented Service Delivery reports, and effectively managed resources within the IT Service Desk team
- Monitored the effectiveness of technology and systems and drove improvement within the operations of Technology Services
- Worked with external service providers to drive successful outcomes for the Technology Services team and clients
Education
Bachelor of Information Technology -
UTAS
01.2015 - 01.2018
Diploma of Software Development & Networking -
Holmesglen
01.2015 - 01.2017
ITIL V3
Advanced Training
01.2016 - 02.2016
Diploma of Leadership And Management
Australian Institute of Management
01.2018 - 12.2018
Skills
- Leadership and team management: Proven ability to manage and develop teams, build relationships, and provide guidance to achieve business goals
Customer-centric approach: Skilled in delivering exceptional customer experiences, capturing data to provide insight and foresight to leadership teams, and building customer rapport and stakeholder relationships
Communication and problem-solving: Excellent communication skills, both verbal and written, with a talent for solving complex problems
Technical expertise: Strong technical skills and knowledge of IT infrastructure and services, with experience in managing multiple engagements and delivering high-quality results
Employee development: Committed to building the capability of teams, providing mentorship to help them grow and develop, and creating a positive and collaborative work environment to improve the employee experience
Partnership and business development: Skilled in building partnerships and working with the business to participate in the creation, development, and improvement of services, as well as providing relevant insight and foresight to the product development process
Awards
- 2016 UXC EDC Excellence Award
- 2017 DXC Technology Excellence Award
- 2018 DXC Service Request Delivery Award
- 2024 Marriott International IT Associate of the Year Nomination
Timeline
IT Manager
Marriott International - (NYSE: MAR)
09.2024 - Current
Head of ICT
MacKillop Catholic College
04.2023 - 09.2024
Head of Customer Experience
Field Solutions Group (TasmaNet) (ASX:FSG)
08.2022 - 04.2023
Service Delivery Manager
Field Solutions Group (TasmaNet)
05.2022 - 08.2022
ICT Manager
St Virgil's College
11.2018 - 05.2022
Diploma of Leadership And Management
Australian Institute of Management
01.2018 - 12.2018
ITIL V3
Advanced Training
01.2016 - 02.2016
Service Desk - Team Leader
DXC Technology (NYSE: DXC)
10.2015 - 11.2018
Bachelor of Information Technology -
UTAS
01.2015 - 01.2018
Diploma of Software Development & Networking -
Holmesglen
01.2015 - 01.2017
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