Maxine Bugeja
14 Wattle Valley Drive Hillside VIC
Summary
Innovative and goal-orientated leader with 17 years experience managing onshore, offshore and outsourced Technology teams. Proficiency in organisational change management, ITIL processes governance and compliance. Experience developing user experience and change strategies that drive automation and end-user educaiton. Demonstrated ability to increase employee engagement and customer satisfaction.
Overview
17
17
years of professional experience
Work History
Lead Change Manager
Transurban
02.2021 - Current
- Responsible for Communications and Change management across Technology Services & Platforms
- Responsible for developing and executing the Change Management strategy for Transurban's Advanced Data and Analytics Program
- Oversee change management efforts to support implementation of critical initiatives driving technology, process and culture changes
- Detect advanced analytics use cases and problems from employees and business partners through interviews, focus groups and surveys.
- Contribute to initiative lean canvas', investment proposals and benefits estimation
- Partner with business teams to understand change impacts and develop change plans that drive business adoption
- Perform risk assessments
- Design processes and systems supporting business needs before, during and after transitions.
- Manage internal and external stakeholders relationships through transitional periods.
- Prepare organisation-wide communications plans and Executive-Level documentation
- Facilitate organisation-wide educational campaigns for Artificial Intelligence and Machine Learning
End User Services Manager
Transurban
03.2018 - 02.2021
- Managing offshore Service Desk and onshore End User Services support teams
- All aspects of people management including recruitment, performance management, career development and coaching
- Accountability for Workspace supported in-building and SAAS platforms, escalations and vendor roadmaps
- Responsible for User Experience function including end user support strategy, automation pipeline, end user communications, training and feedback
- Responsible for property strategy and frameworks for Workspace Technology implementation
- Responsible for End User Services Budget
- Accountable for end user asset management and lifecycling and software licensing
- Accountable for monthly operational and performance reporting.
IT Manager
Kinetic IT (Victoria Police)
05.2017 - 03.2018
- Manage 60+ onshore Service Desk and Desktop Support resources supporting the Victoria Police account
- All aspects of people management including recruitment, performance management and employee development
- Manage operational escalations and governance with all vendors supporting Victoria Police
- First point of contact for customer escalations
- Delivery of operational and performance reporting
Managed Services Manager & Process Lead
Byte Information Techology
11.2015 - 04.2017
- Dual role leading the Managed Services Service Desk, Desktop Support and Engineering teams as well as accountability for Process, Continual Service Improvement across Managed Services
- Managing operational and governance meetings with customers including delivery of monthly performance reporting
- Developing Managed Services portfolio, Service Catalogue and Sales Material
- Develop and present tender responses and identify potential service uplifts for existing customers
- Analyse financial performance and team budgets.
Service Desk Team Leader
Dimension Data (NTT)
06.2006 - 10.2015
- Responsible for leading the 24x7 Global Service Centre supporting over 200 organisations globally
- Ensuring SLA compliance and delivering monthly operational reporting
- Developing new managed service offerings and associated processes and governance
- Managing continual service improvement
- All aspects of people management including recruitment, performance management and development
- 24x7 escalation point for GSC
- Management of vendor escalations and compliance.
Education
ITIL 4 Foundation -
ALC
Foundation Certificate in SIAM -
BCS
Foundation Leadership Course -
KornFerry
12.2020
Diploma of Counselling -
Careers Australia
12.2020
Skills
- Customer Experience
- ITIL
- Internal & External Stakeholder Management
- Leadership
- IT Strategy
- Digital Transformation
- Organisational Change Management
- Complex Problem Solving
- Service Delivery
- Vendor Management
- Managed Services
- People Management
- Project Delivery
- Continual Service Improvement
- Transition Management
- IT Outsourcing
- Reporting
- Governance
- Finance
- Escalation Management
- Operations Management
- User Experience & Human Centred Design
References
References available upon request
Timeline
Lead Change Manager
Transurban
02.2021 - Current
End User Services Manager
Transurban
03.2018 - 02.2021
IT Manager
Kinetic IT (Victoria Police)
05.2017 - 03.2018
Managed Services Manager & Process Lead
Byte Information Techology
11.2015 - 04.2017
Service Desk Team Leader
Dimension Data (NTT)
06.2006 - 10.2015
ITIL 4 Foundation -
ALC
Foundation Certificate in SIAM -
BCS
Foundation Leadership Course -
KornFerry
Diploma of Counselling -
Careers Australia
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