Paul Baker

• A Senior Executive Leadership position (GM equiv.) accountable across the Australian Taxation Office for the run, control and change aspects of the ATOs Enterprise Technology Infrastructure Services including: Multi-Cloud IaaS & PaaS Service Operations including Financial Operations, Enterprise Network and Secure Internet Gateway, Datacentre services, Mid-Range and Mainframe Compute, Storage / Backup and Database platforms
• Accountable Officer for a variety of project and program initiatives directly supporting the ATOs 2024 Vision
• Leading a critical team of 250+ staff and core vendors supporting a rapidly evolving high pressure, digital environment annually servicing $500billion in country revenue

Achievements:

• Accountable for delivery of the ATOs Managed Network Services Program which saw the re-contracting of all Network, Telephony (fixed voice and mobile) and Call-centre Technologies delivering multiple revised contract bundles into Operations
• Current Program Sponsor of multiple contract transitions delivering improved technology outcomes following significant commercial procurement
• Developed the Infrastructure Services Program of work and supported the further development of the ATOs Enterprise Technology investment portfolio
• An active member of the ATO Technology Group Executive driving continual year on year improvements and providing advice and guidance drawn from a broad experience base
• Development of a FinOps and Cloud Control approach to further mature the ATO’s use of Multi-Cloud tenancies
• Continual improvements in the stability and availability of critical systems, driving tangible improvements through improved monitoring, process and culture.
• Providing expert leadership evidenced through continual yer on year improvements in staff engagement metrics.

• Senior Executive Leadership Position (GM equiv.) accountable for 150+ staff plus key vendors supporting the execution of the Technology Strategy, aligned to the ATO 2024 vision, whilst ensuring mission-critical services operationally support the availability of the digital ecosystem to the Australian tax community and 25,000 internal staff

Achievements:

• Proud to have supported the ATOs Pandemic response including mobilising the workforce and enabling the rapid shift to home-working together with the deployment of application change supporting the Australian Public
• Delivered the ServiceNow Operations and Service Management platform lifting capability, resolving significant operational risk and aligning with the Strategic Vision
• Developed the Service Management Strategy and underpinning Operating Model
• Uplifted ITIL and SIAM practices as a foundation for the ATOs strategic journey
• Lifted employee engagement and staff participation by +10% each within 12months
• Delivered the ATOs first end-to-end Disaster Recovery simulation supporting continual risk reduction
• Delivered a year on year increase in critical systems availability during the highly intensive Tax Time period.

• Invited by the EGM Infrastructure to take on leadership of IAG’s Cyber Remediation Program ($5m)
• The Program features both tactical uplift and risk reduction whilst including a strategic shift towards a SecDevOps framework
• This was a short-term contract engagement supporting David Earls as EGM to bring the program back on track
• During my time with IAG I was approached by an agent acting on behalf of the ATO for a permanent GM role
• Achievements:
• Bridged the gap and maintained delivery following the departure of the previous Program Director
• Gained IAG Board confidence in program progress through the initiation of simplified reporting and governance
• Supported the team through the change and identified a replacement as Prog Director to complete the program of work.

• Enterprise Enablement – Head of Asset, Config and Tooling
• Core Responsibilities:
• Requested to take accountability for this diverse function due to its critical contribution towards achieving the Technology as a Service Strategy
• Accountable for 30+ FTE delivering enterprise wide Asset, Configuration and Software Licence Management, Automated Asset Discovery, Application Dependency Mapping and the Service Management Tools Ecosystem (incl ServiceNow, Flexera, BMC Discovery)
• Achievements:
• Developed ANZ Asset Lifecycle Management approach, anticipating APRAs concerns and placing ANZ on the front foot
• Engaged with internal audit to commit plan into action
• Implemented Data Compliance platform to support technology data uplifts underpinning ANZs transformation agenda and commercialization of Technology using Apptio TBM and ServiceNow
• Developed a strategic approach to urgently support achievement of ANZ’s Technology as a Service initiative
• Delivered automated technology asset discovery and lifted enterprise asset visibility from 20 – 90%+ in
• Delivered IBM License Management Plan across $600m+ enterprise contract supporting software risk reduction and an improved position for future negotiations
• Swiftly identified numerous key enterprise risks across the function and aligned a funded treatment plan to support remediation aligned with Risk and Audit expectations
• Achieved stakeholder support for an increased focus upon software licence risk culminating in approvals for a six fold FTE increase to support a broader scope and reduced bank wide risk
• Business Owner for Agile delivery of ServiceNow SaaS delivered through CI / CD pipeline approach
• Delivered Technology Operations Domain design aligned with ANZs revised operating model (NWOW) based upon the Scaled Agile Framework
• Delivered application dependency mapping across 2500+ applications starting from zero

• Program & Portfolio Assurance
• Core Responsibilities:
• Developed and led the Program Assurance function within ANZ Technology Service Management providing independent oversight across complex multi-year global Infrastructure Investment Portfolios (c $500m)
• Engaged in a consulting capacity across a variety of additional initiatives supporting service and commercial optimisation and driving skills and process optimisation
• Achievements:
• Developed maturity assessment model for use in assessing ANZ Technology PMO and constructed current state and target state models for divisional Program Management Office
• Consulted across all Program, Project and PMO disciplines and delivered maturity uplifts for Risk and Issues Management, Scheduling, Reporting, Governance, Investment Portfolio Development, Financial Management, Quality Management, Stakeholder Management and Vendor Utilisation
• Developed program principle-set to reinforce core disciplines and drive consistency and maturity across the Technology Service Management core program portfolio
• Collaborated with key program stakeholders to deliver a revised governance approach across three core Programs to support improved awareness and business stakeholder engagement
• Provided coaching to Program Sponsors and Governance body members to improve role awareness and reinvigorate Project and Program support
• Led the global cost benchmarking of ANZ’s technology service division ($750m+) and delivery of Tech LT and Board summaries
• Presented positive outcome to ANZ CIO
• Working with Enterprise Architects led Service optimisation initiative to support Zero Service Downtime across the Bank’s core systems

• Delivery Services incl PMO)
• Core Responsibilities:
• Accountable for the strategic alignment, C Suite stakeholder engagement and overall delivery of multiple portfolios to client organisations across the Asia Pacific region
• Reporting to the Managing Director of AXA Tech Australia and forming part of the in-country Leadership Team responsible for the leadership, development and operational stability of the organisation as a whole
• Held direct accountability for a pool of Professional Project Managers, Project Management Office staff and Continuous Improvement – Six Sigma Specialists (20-25 FTE) with responsibility for delivery of complex regional delivery portfolios and process optimisation spanning a multitude of technologies and vendors
• Engaging across Enterprise Architecture, Infra Engineering, Application Software Delivery, Service Delivery and Cyber Sec functions within a Global matrix to align delivery
• C suite stakeholder engagement maintaining constant awareness of changing strategic priorities and ensuring delivery alignment
• Achievements:
• Led the introduction and management of a regional project management framework and PMO practices aligned with a global service delivery approach
• Delivered PPM tooling, project estimation model and overall portfolio governance
• Led the offshoring of Project Management services to AXA Tech India in support of cost reduction targets
• Successfully supported the organisation through transition, in terms of its staff and services, following the sale of AXA Australia Pacific Holdings to AMP.

• Invited to join the AXA Tech Australia Leadership Team on a 2 year Executive Expat assignment leading development of the IT Service Management and Control function (based upon the ITIL framework)
• I held accountability for the development of the Service Management strategy and Operating Model and for the creation of a compelling business case to support the deployment within Australia covering the Asia Pacific region
• Operationally responsible for the Service Management function as a whole
• I created and delivered the Service Management and Control strategy ensuring alignment with global, regional and local client imperatives
• I defined and negotiated Country Specific Master Service Agreements and key performance metrics covering both third party and client aligned services
• I was held accountable for the development, presentation and delivery of an in-source business case covering the previously out-sourced desktop and Servicedesk contract
• Initial contract re-negotiation achieved an immediate 12% saving followed by a 50% reduction in overall contract cost post in-source
• I led the re-negotiation of the Managed Print Services contract for Australia and New Zealand securing 25% reduction in overall contract cost

• Responsibilities: 2IC to the UK Account Director in support of all UK Client Business Segments
• Primarily responsible for: the development and subsequent management of mutually beneficial relationships with internal client groups; identifying, developing and sponsoring delivery of technology innovation (arms-length); service uplifts driving successful business outcomes
• The role involved collaboration at a senior level with all functional areas within AXA Tech and at CIO and COO level within existing and prospective client organisations
• Supported the development of the AXA Tech UK Strategic plan ensuring appropriate organisational alignment with client priorities
• Developed key relationships with strategic technology vendors to maintain awareness of new or improved service offerings
• Led the Group wide governance forums supporting key decision making between the AXA UK Group CIO and CIO Office and the AXA Tech UK Country Head & UK Account Director
• Led the innovation showcase providing an opportunity for key vendors to showcase thought leadership and future product roadmaps and to align these with business strategy
• Invited to lead the Master Service Agreement negotiation between AXA Tech Australia and its core client group AXA / National Mutual Holdings.

• Healthcare Division
• Core Responsibilities: Reporting to the Head of the AXA Tech UK organisation as an executive member of the UK Leadership team
• The role required significant collaboration across my peer group and with our consulting partner Accenture to develop a competent ITIL based Technology Shared Service organisation
• The organisational model was subsequently deployed on a global scale and became AXA Technology Services Limited
• The role held a dotted reporting line to the PPP healthcare CIO and sat as a part of the Technology Leadership Team
• Representing AXA Tech UK and being wholly accountable for the delivery of all Technology Services (cost, quality and volume) to the Healthcare Division and supporting alignment and delivery of strategic investments.

• Core Responsibilities: Reporting to the Head of Technology Services and responsible for IT service management and control for the PPP healthcare group of companies
• Responsibilities included; Operational and contract management of outsourced mainframe and mid-range contract (Cap Gemini - c.$25m per annum; development, deployment and operation of standard service management and control methodologies (ITIL, COBIT) and appropriate complimentary tool sets
• Accountable for: service desk, disaster recovery planning, change management, problem and incident management and service recovery
• Designated Account manager for PPP Customer Services Division (with dotted reporting line to the Customer Services Director)
• Represented the Technology division to the PPP healthcare Managing Directors innovation forum.

• Responsibilities: Reporting to the Head of Managed Services, managing a team of 17 software support and development personnel providing remote software consulting services to a diverse customer base covering retail and financial sectors
• Responsible for all aspects of customer, service and personnel management.

• Providing consulting services to the Retail and Financial sectors supporting delivery of hardware and software solutions
• Led a team of software support specialists and engineers providing global customer support, development and delivery for enterprise software products.