Rick Compt
Carrum Downs,VIC
Summary
A results-driven Service Delivery Manager with extensive experience in overseeing the successful delivery of IT services and solutions. Skilled in managing client relationships, optimizing service delivery processes, and ensuring adherence to Service Level Agreements (SLAs). Over 9 years’ experience in leading Service Desk teams, handling escalations, and driving continuous improvement to enhance customer satisfaction. Proficient in implementing ITSM frameworks and optimizing the smooth execution of IT operations. A strategic thinker with strong communication and leadership abilities, committed to delivering high-quality service and driving operational excellence in a dynamic environment.
Overview
16
16
years of professional experience
Work History
IT Service Delivery Manager
Club Assist
03.2018 - Current
- Leading Service Desk Team.
- Provide leadership, support, and serve as the primary escalation point for all daily operations of the Service Desk function, ensuring alignment with established Service Level Agreements (SLAs)
- Oversee daily IT operations, ensuring high service standards and customer satisfaction
- Manage and maintain the ITSM solution, overseeing all aspects of Incident, Service Request, Problem, and Change Management while ensuring compliance with current operating processes and procedures
- Ensure IT processes, procedures, and knowledge base articles are consistently reviewed, updated, and maintained to remain accurate and current
- Vender Management - including contract negotiations, SLA monitoring, and vendor selection for hardware procurement, software solutions, and services
- Asset Management – including Laptops, Mobile Devices and Software – Managing Warranty / Life Cycle to ensure smooth transition to new hardware and managing FY budget
- Oversee all IT communications, ensuring prompt and clear notifications to business units, customers, and staff regarding disruptions, changes, outages, and other critical updates
- Manage email health and security awareness initiatives, including delivering monthly security awareness training and conducting quarterly phishing campaigns, while effectively reporting and addressing instances of employee non-compliance
- Escalation Point for all Technical Support including Microsoft 365 tenancy - Azure AD, Exchange Online, SharePoint, Teams
- Manage all software and M365 licensing, ensuring proper maintenance, usage tracking, user assignments, and budget compliance
- Manage and maintaining the Mobile Device Management (MDM) solution for 200+ devices, overseeing the deployment and updating of critical company solutions, such as Dynamics 365 Field Service
- Manage the deployment and maintenance of the IT Portal, serving as a central hub for all IT needs, including ticket submission, self-help resources, and the service catalog
- Oversee the 3rd party after-hours support function, providing training, mentorship, and ongoing support to foster a consistent, high-performance, and collaborative environment 24/7
- Responsible for deployment, management, and maintenance of the Employee/Contractor Onboarding and Offboarding process, ensuring the Service Desk consistently adheres to inductions and checklists
- Lead or play a key role in all projects that impact end users or employees
- Enhanced system efficiency by implementing process improvements and automation for IT service management tasks.
IT Manager (Secondment)
Club Assist
09.2017 - 02.2018
- Caretaker for the management and oversight of the IT team, ensuring effective support and performance
- Oversaw IT operations to ensure high availability, performance, and security of IT services
- Monitored team performance and infrastructure reliability
- Acted as a key escalation point for diagnosing and resolving technical issues
Service Desk Team Lead
Club Assist
07.2015 - 08.2017
- Oversaw and drove the performance of the Service Desk team, ensuring timely and effective resolution of support tickets across L1, L2, and L3 levels
- Managed customer escalations and expectations to maintain a positive customer experience
- Managed the deployment, transition, and ongoing maintenance of the new ITSM solution
- Consistently maintained high customer service levels and adhered to Service Level Agreements while delivering monthly reporting requirements
- Served as a primary escalation point for all technical issues
IT Infrastructure Technician
Club Assist
04.2013 - 06.2015
- Maintained Network Health - WIFI networks, ensuring continued connectivity and security
- Accountable for the maintenance and successful completion of daily and weekly data/server backups
- Lead server rack installations and infrastructure setup for new branch offices, including UPS, switches, routers, patching, and other equipment
- Accountable for On-Premise Server / Windows OS Patching
- Manage network availability and performance monitoring, including responding to alerts and reviewing logs
- Created and maintained Infrastructure knowledge base articles and Site / System documentation
IT Support Officer
Club Assist
01.2011 - 04.2013
- First point of contact for all IT-related staff enquiries and incidents
- Installing all hardware and software to provide employees with operational services in a timely manner
- Undertaking computer and mobile devices maintenance including repairs, cleaning, updating, and answering of enquiries
Systems Engineer
Login Systems
09.2008 - 01.2011
- Onsite & Remote IT Support across multiple small to medium size businesses
- Laptop / Server builds for customers
- Supporting and delivering a broad range of technology solutions to clients (Server Builds, AD / Exchange, Rack Building + much more)
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Completed software updates and assessed OS security patching for optimized computer use.
Education
ITIL V4 - foundation certificate in IT Service Management -
PeopleCert
01-2023
Microsoft Certified Systems Engineer -
MCSE
01-2012
Microsoft Certified Systems Administrator -
MCSA
01-2009
Microsoft Certified Professional -
MCP
01-2008
VCE (Victorian Certificate of Education) -
Doveton Secondary College
01-2001
Skills
- Incident management
- IT governance
- Capacity planning
- Business analysis
References
Available upon request
Timeline
IT Service Delivery Manager
Club Assist
03.2018 - Current
IT Manager (Secondment)
Club Assist
09.2017 - 02.2018
Service Desk Team Lead
Club Assist
07.2015 - 08.2017
IT Infrastructure Technician
Club Assist
04.2013 - 06.2015
IT Support Officer
Club Assist
01.2011 - 04.2013
Systems Engineer
Login Systems
09.2008 - 01.2011
ITIL V4 - foundation certificate in IT Service Management -
PeopleCert
Microsoft Certified Systems Engineer -
MCSE
Microsoft Certified Systems Administrator -
MCSA
Microsoft Certified Professional -
MCP
VCE (Victorian Certificate of Education) -
Doveton Secondary College
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