Summary
Overview
Work History
Skills
Websites
References
Prior Roles
Professional Development
Timeline
Generic

Paulo Chambel

Townsville,QLD

Summary

Proven leader in contract and service delivery management with a track record at Veolia, driving business growth through strategic initiatives. Expertise in stakeholder engagement and process optimization, resulting in enhanced efficiency and exceeding key performance indicators. Renowned for innovative cost-saving strategies and exceptional communication skills, consistently delivering results that surpass expectations.

Overview

8
8
years of professional experience

Work History

Regional Contract Manager (to Department of Defence)

Veolia
Townsville, Qld
01.2023 - Current
  • Leadership role overseeing a major portfolio, managing strategic client contracts, driving business growth, and leading teams.
  • Manage the strategic and operational performance, and delivery of the Defence National contract.
  • Actively monitor contract performance and risks, identify appropriate strategies to achieve contract outcomes.
  • Collaborated with stakeholders and industry partners for optimal contract performance.
  • Led internal teams to enhance communication efficiency.
  • Identified opportunities to enhance efficiency and drive innovation for sustained growth in the contract.
  • Provided accurate data reports on metrics, productivity, revenue, KPIs, and target measurement to client and Veolia.
  • Developed and implemented cost-saving strategies to reduce expenses.
  • Recognized with the Assistant Secretary Regional Services Award for significant contributions to North Qld Service Delivery during Tropical Cyclone Kirrily.
  • Received numerous citations assisting Department of Defence during high-impact events.
  • Enhanced collaboration with Department of Defense, surpassing contractual yearly review expectations.
  • Renegotiated key contracts to ensure optimal terms.
  • Optimized regional workflows for increased efficiency.
  • Enhanced diversion rates tenfold within the initial 18 months at North Qld locations, aligning with contractual KPIs.
  • Supported multiple stakeholders, collaborated seamlessly with strategic and operations teams, and defense personnel through major incidents across numerous locations.
  • Support for major exercises (Talisman Sabre) across North Queensland.
  • Roll out the Defence Waste Optimization Plan across North Queensland.
  • Negotiated and drafted contracts, reviewed legal documents, and ensured compliance with organizational standards.
  • Investigated and resolved compliance problems with independent approach focused on implementing and maintaining sound practices.
  • Streamlined office processes and procedures to boost profits and productivity and facilitate continuous improvements.
  • Participated in meetings with senior-level executives regarding strategic initiatives involving contracted services or goods delivery timelines, quantities.
  • Acted as a liaison between internal departments and external suppliers and vendors when necessary during negotiations or other contractual matters requiring input from both sides.
  • Provided guidance on contractual matters such as dispute resolution, termination clauses.
  • Reviewed invoices submitted by suppliers and vendors for accuracy prior to authorizing payment processing.
  • Analyzed financial data related to contracts to ensure accuracy of payments made and received.
  • Worked with management team to improve workflows and eliminate unnecessary tasks.
  • Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.

Client Deliver Manager (Snr. Service Delivery Manager)

Optus Enterprise Services
Townsville, Qld
09.2019 - 12.2022
  • Ensured operational service delivery aligned with contracted obligations and SLAs.
  • Fully accountable for the end-to-end provision of service delivery, P&L, and stakeholder management, with a focus on ensuring the agreed KPIs are met, and continuous improvement within the account.
  • Reinvigorated the relationship, and improved service delivery across all services.
  • Conducted comprehensive reviews for both client-specified and Optus-required enhancements through improved reporting methods.
  • Developed and launched a knowledge base on Optus and TCC-aligned processes that improved the resolution time of Optus incidents and TCC service requests.
  • A key focus was making sure that work was allocated to the correct Optus and TCC teams at first action.
  • Directed collaboration between Optus remote teams and client's on-site teams for seamless completion of project objectives including infrastructure migration.
  • Oversaw deployment processes, ensuring seamless integration of new devices.
  • Managed incidents, incident reviews, and continuous improvement for all TCC services provided by Optus.
  • Provided billing and contractual query support to the clients' IT teams and key TCC stakeholders, including managing local contract disputes and conflict management.
  • Developed and delivered comprehensive reporting for contracts and services including SLAs.

Administration and Community Services Coordinator

Burketown Shire Council
Burketown, Qld
11.2018 - 05.2019
  • Oversaw administration support, business improvement, records management, ICT, community development, and library operations.
  • Directed key processes for online presence and promotional media releases.
  • Formulated and refined procedures to comply with Council guidelines.
  • Operational responsibility for Council Business Improvement, Records Management, and ICT services.
  • Manage all external consultants and vendors (IT, record keeping, town planning).
  • Comprehensive review and improvement of all operational procedures including review of all key policies.
  • Enhanced team productivity by cross-training staff in key positions.
  • Audited infrastructure resulting in enhanced local wireless network coverage.

Service Design / Service Delivery Manager

Public Safety Business Agency (PSBA)
Brisbane, Qld
07.2017 - 11.2018
  • Supervised operations to uphold quality in client offerings.
  • Responsible for establishing processes and actions that ensure systems are stable and secure, and that the delivery of services and problem-solving is customer-centric, professional, and timely.
  • Developed comprehensive support model tailored for QLD emergency systems.
  • Oversaw service delivery management operations.
  • Established protocols for Emergency Services Help Desk Team.
  • Developed protocols for the Emergency Services priority system governing traffic light networks.
  • Implemented enhancements in IT service policies to boost team efficiency.

Skills

  • Stakeholder engagement and communication management
  • Contract pricing
  • Procurement management
  • Sales collaboration
  • Cost control
  • Process management
  • Account management support
  • Dispute resolution
  • Contract drafting
  • Human resources management
  • Team coordination
  • Performance monitoring
  • Customer service
  • Excellent communication
  • Scheduling
  • Contract administration
  • Vendor relationship management
  • Crisis management
  • Budget planning
  • Coordinate service contracts
  • Project management
  • Risk assessment
  • Staff scheduling
  • Business needs identification
  • Operations management
  • Continuous improvement
  • Contract negotiation
  • Teamwork and collaboration
  • Work Planning and Prioritization
  • Vendor relationships
  • Train staff
  • Workflow planning
  • Logistics management
  • Staff management
  • Service Delivery improvement and optimisation
  • Account Management
  • Contract Management
  • Conflict and Disaster Management
  • Business Continuity
  • Solution Design
  • Service Delivery and KPIs
  • Service level management
  • Leadership of high performing teams
  • Vendor and contract management
  • Systems management specialist
  • Systems reporting and analysis
  • Systems incident and problem management
  • Developing and streamlining processes
  • Managing Changes
  • Running Operational, strategic and project meetings
  • Managing physical and financial resources
  • Staff Management
  • Training and performance strategies

References

Available on request

Prior Roles

  • Qld Health Department, Consultant, Review and develop ICT DR, Business Continuity Planning, Business Impact Analysis and Service Recovery Planning.
  • Lockyer Valley Regional Council, Various roles, Led the project to improve Customer Service across the Council delivery teams. Managed and led the Lockyer Valley service desk and support team. Scheduled Road infrastructure projects.
  • CITEC (QLD), Various roles, Client Relationship Manager and Service Delivery Manager. Instrumental on setting up a number of State Government Department through collaboration with all stakeholders in the negotiation process and set up a number of services backed up by SLAs and OLAs.
  • Queensland Corrective Services, Adviser Support Services and Adviser Server and Network Administration
  • Queensland Police Service, Various roles, State Help Desk Supervisor and A/Regional Information Resource Manager.

Professional Development

  • 2019-Present, Security clearance Level NV1, Management Training, Conflict Resolution Training, Veolia Corporate Training for Managers: Compliance, Sustainability, People and Safety, High Risk Management, People Essentials, Safety, Health, Environment & Quality, Veolia ANZ Sustainability, Combating Modern Slavery, Cultural Awareness, Ethics and Compliance within Veolia, Digital Essentials and IT Security Awareness, Project Management Training, Disaster Management Training, Business Continuity Planning and Management Training, Microsoft Certified Professional, Accountancy Training, Corporate Compliance: Workplace Emergencies, Workplace Bullying, Work Health and Safety, Misleading Conduct and Competition Law, Cyber Security, Consumer Law, Privacy Awareness, Office Ergonomics, Management Masterclass Series, Developing and Supporting an Agile Mindset, Expert Insights on Customer Relationships and Decision Making, Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers, Fraud Awareness, Anti-Discrimination and Equal Opportunity, AWS Business Professionals For Partners, Information Security for Remote Working, Business Process Management & Compliance, Electronic Communication and Social Media.
  • 2017, ITIL Foundations
  • 2013, Disaster Management: Queensland Disaster Management Arrangements, Evacuation Centre Management, Recovery, Resupply and Warning and Alerts Systems.
  • 2011, Business writing course.
  • 2007, Microsoft Certified Professional (MCP), Managing and Maintaining a Windows Server 2003 Environment, Installing, Configuring and Administering Windows XP Professional.
  • 2004, Systems Management Server (SMS) training at Information Systems Branch (ISB), Queensland Police.

Timeline

Regional Contract Manager (to Department of Defence)

Veolia
01.2023 - Current

Client Deliver Manager (Snr. Service Delivery Manager)

Optus Enterprise Services
09.2019 - 12.2022

Administration and Community Services Coordinator

Burketown Shire Council
11.2018 - 05.2019

Service Design / Service Delivery Manager

Public Safety Business Agency (PSBA)
07.2017 - 11.2018

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Paulo Chambel