Philadelphia Jackman

eading an agile team dedicated to creating a customer centric, seamless and efficient work environment that empowers employees, enhances the running of NZ Courts & Tribunals, and supports the Judiciary through technology.

Key Responsibilities:

• Operational Management: Lead cross-functional teams to deliver products and services, manage budgets, risks, and issues, and ensure effective project delivery while preparing lifecycle reports and managing stakeholder expectations
• Work Programme Delivery: Develop and maintain service roadmaps aligned with digital strategy, manage outsourced application services, and use data insights for informed decision-making, serving as a key contact for ICT customers
• Leadership: Empower and develop team members through feedback and coaching, foster a positive and high-performing team culture, share knowledge across teams, and commit to ongoing professional development and collaboration
• Relationship Building: Build and maintain strong relationships across internal teams and with external counterparts, align service delivery with strategic goals, and stay updated with industry trends and insights

Major Achievements:

• Transformed the service delivery model for Digital Workspace Services by adopting a user-centric approach which used evidence-based analysis and decision-making to increase user satisfaction and productivity
• Championed a pivotal cost-saving initiative by empowering the team to deliver within a short timeframe and achieving over $1 million in annual savings for the Ministry
• Leveraged in-depth data analysis to negotiate significant cost savings for the Ministry, while preserving and strengthening valuable vendor relationships
• Guided and supported a diverse team through organizational changes, fostering an environment of engagement, trust, and transparency, which enhanced team morale and productivity

.Led a cross functional, internal consultancy team delivering architecture, analysis and design across various projects including information sharing (M365), AV, Digital Workspace, Web (AWS, Silver stripe), Network and infrastructure to support the running of NZ Courts & Tribunals, and the Judiciary

Key Responsibilities:

Operational Management: Provided line management to a high-performing cross-functional team of User Experience Designers, Solution Architects, and Business Analysts, oversaw the operational management of the Products & Services Design team, managed budgets, risks and issues and ensured resourcing requirements were met

• Continuous Improvement: Led and encouraged continuous improvement initiatives, supported practice leaders and motivated team members to spearhead practice initiatives.
• Leadership: Coached and mentored team members to enhance their skills and performance, fostered a culture of growth and development.
• Relationship Management: Managed relationships across Digital and the wider business, assessed incoming work, provided statements of work, and resourced projects effectively

Major Achievements:

• Fostered a unified and engaging team culture amidst change (COVID lockdown and Organisational Realignment), leveraging both virtual and in-person interactions for effective communication and regular engagement.
• Achieved notable recruitment success, attracting top-tier talent to the design team despite a highly competitive labour market.
• Initiated and conducted Te Ao Māori educational sessions, enriching the team's cultural competence with essential practices like Karakia and Pepeha.
• Implemented a resource management process that enhanced transparency and coordination among capability managers.

Provided Service Design and System Thinking expertise to IT Projects.

Key Responsibilities:

• User Experience: Established and implemented user experience principles and frameworks to create modern, accessible, and people-centred Justice services.
• Design Consistency: Championed design consistency and continuous improvements within Digital.
• Collaboration: Worked closely with end users, Business Analysts, Solution Architects, and Product and Service Managers to ensure the end-to-end design of products and services were fit for purpose and the voice of our users or customers were heard.

Major Achievements:

• Crafted a pivotal report that instituted IT operational improvements through a system thinking approach, which continues to inform enhancements and decision-making processes to this day.
• Utilised Service Design and User Research methodologies to author a critical report, successfully halting a non-viable project, thereby preventing financial waste, and ensuring resources were allocated to more fruitful endeavours. This proactive approach exemplifies the principle of ‘failing fast' to foster efficiency and effectiveness.
• Created a strategic framework for the development of Service Roadmaps and Service Strategies, ensuring the alignment of ICT services with the ministry's long-term goals.

Provided specialised web and functional leadership expertise to the team to deliver web and publishing services to The Treasury, State Services Commission & Parliamentary Services under Central Agency Shared Services (CASS).

Key Responsibilities:

• Team Leadership: Provided leadership and support to the team, ensuring effective performance and development.
• Digital Request Management: Managed the Digital Requests queue (Service Now), ensuring timely prioritisation and assignment and resolution service requests.
• Digital Delivery: Delivered BAU Web & Publishing requests, ensuring priorities were met and targets achieved.
• Relationship Management: Managed relationships with business units across multiple government departments and external vendors/suppliers.

Major Achievements:

• Identified discrepancies between statements of work and financials with a 3rd party vendor, devised a fair solution for reimbursement, and implemented safeguards that prevented future discrepancies, resulting in significant cost savings for the Treasury.
• Addressed mismanagement of support tickets and collaborated with the team to reduce the backlog from over 350 open tickets to 50 within weeks, establishing a more sustainable workload and improving the workflow for the team and the service experience for customers.

Leadership role focused on delivering high-quality middleware services across nine private and public sector clients and providing functional leadership to the IT support services team.

Key Responsibilities:

• Support Services Coordination: Coordinated, planned, and managed the delivery of support services to nine private and public sector clients including Energy Sector, Transport and Government Services.
• Team Leadership: Led the support team, ensuring timely planning and delivery of Incident, Service request and proactive work tasks.
• Relationship Building: Built and maintained relationships with clients, third parties, and team members.
• Reporting: Provided internal and external reports on client and team performance.
• Governance: Oversaw all areas of support services, including service management, incident and change management, continual service improvement, and customer satisfaction.
• Incident Management: Provided 24/7 on-call escalation support, coordinating the team, managing major incidents, communicating with customers, and ensuring professional service management.

Major Achievements:

• Implemented a Kanban-based workflow enhancement that increased the transparency of my team's workload and improved the sustainability of workload management and increased productivity and customer satisfaction.

Secondment opportunity focused on supporting the Director of ICT Operations.

Key Responsibilities:

• Budget management: Managed the training budget for over 150 staff by ensuring correct procedures were followed and financial reports were reconciled.
• Portfolio Leadership: Led several initiatives to help improve ICT Operations from a team, process, reporting, communication and information sharing perspective.
• Communication: Prepared memos, reports and presentations for senior leadership.

Advisor role focused on delivering a seamless positive customer experience, improvements and efficiencies.

Key Responsibilities:

• Portfolio Management: Managed several portfolios, leading initiatives to find innovative ideas or solutions for platform and technology development.
• Stakeholder Relationships: Managed relationships across Service Delivery, IT, Marketing, and Communications.
• Intranet Site Management: Planned, created, and maintained/oversaw intranet sites within Customer Services using Dreamweaver (PHP, HTML, JavaScript, and CSS) and Drupal.
• Database Development: Designed, built and maintained databases using Oracle APEX to improve business processes.
• Project Support: Provided project support as a subject matter expert in voice recognition call flows, voice biometrics, MyIR (online services) websites, self-service (phone), mobile app, and SMS campaigns.
• Team Leadership Support: Provided occasional Team Leader support for the Wellington Contact Centre

Advisor/Analyst role focused on supporting contact centre operations.

Key Responsibilities:

• Contact Centre Management: Oversaw phone performance, queue management and coordinated intraday staff resources for voice channels.
• Fault Management: Identified, managed, and escalated phone system faults, liaising with third-party vendors.
• After Hours Support: Provided on-call support for telephony systems.
• Training & Mentorship: Trained and mentored new advisors. Created training documentation.
• Process Implementation: Supported the implementation of processes in the new Enterprise Desktop environment.
• Web Editing/Development: Planned, created, and maintained the Contact Management intranet site. Supported other Customer Services sites as a backup developer.
• Team Leadership Support: Provided team leader and recruitment support for the Wellington Contact Centre.