- Volunteer Work
- Offering time and support to shelters for the homeless, women, and animals
- Enjoy participating in regular high intensity training for overall physical and mental well-being
- Enjoy hiking in Perth hills
- Enjoy watersports regularly such as river kayaking and ocean snorkelling
- Regularly practice mindfulness and meditation for overall wellness
- Motorsports, including motorbikes
Sarah Burnham
Perth
Summary
ICT Operations professional with 15+ years’ experience across diverse industries. Skilled in service delivery, ITIL-based process improvement, and change management, with a strong focus on customer satisfaction. Experienced in managing teams, driving service excellence, and leading transitions within technically complex environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Full-time Study and Volunteering
N/A
10.2024 - 09.2025
- Street Chaplain volunteering (night shift fortnightly/monthly in Northbridge)
- Diploma in Counselling and Chaplaincy
- International relations (including travel to UK, China, Indonesia and Thailand)
ICT Service Delivery Manager
Connectiv Managed Services
02.2023 - 09.2024
- Ensure smooth delivery of all operational services to all ICT customers, including internal
- Project Management for all ICT customers
- Strategic Management/Senior management for ICT
- ITSM advocate: Major Incident/Change/Problem Management
- Service Desk Management, including Network Operations Centre
- Product owner of ICT
- Full customer environment reporting on a quarterly basis
Service Desk Manager
Frontline Technology Services
09.2021 - 09.2022
- Ensure smooth delivery of L1 and L2 services to all clients, including internal
- Senior Operational Manager, strategically improving business maturity and infrastructure in a rapidly growing environment
- Delivery outcomes based on ITIL framework
- Sub-roles of Ops Manager, Client Transition (onboarding/offboarding) Manager, ITSM specialist for Incidents and Problem
- People Manager for up to 80% of staff
L1 and L2 IT Support
Christian Revival Church
06.2019 - 01.2022
- Assist the Senior Pastor with any technical support required
- Maintain the network environment to ensure optimal performance
- Be proactive in assisting with content creation and availability of services
L2 IT Support
WA Treasury Corporation, Perth Australia
09.2019 - 08.2021
- First point of contact for all staff queries
- Co-ordinate with third party vendors as the key contact to ensure delivery of services to WATC
- Maintaining relevant documentation for Service Desk team to refer to (knowledge base)
- Successfully manage the relationship between IT and Stakeholders, regularly receiving quarterly awards
- Above and beyond base role as backup to manager in project support, coordinating multiple projects, increasing efficiency for line manager and decreasing time needed to complete work
ICT Area Manager
Oasis Community Learning, London UK
01.2018 - 05.2019
- Operational and Strategic Management responsible for all IT Service Delivery across 3 Academies in North London
- Remotely manage 3 IT teams across the cluster
- Specifically managing: desktop support, server & network support, budget and team responsibilities, Data Centre (1 of 2), educational awareness, communications with Principals as a Business Relationship Manager, internal support arrangements and external contracts, project admin and support, safeguarding children and young people.
ICT Consultant
Bankwest
02.2014 - 08.2017
Helpdesk Manager
CooperVision, UK
07.2010 - 04.2013
IT Helpdesk Team Lead and Naval induction
Ministry of Defence
02.2006 - 10.2010
Education
Bachelor of Commerce - International Business and Management
Edith Cowan University
Perth, WA05-2027
Diploma - Ministry
Edith Cowan University
Perth, WA12-2025
Advanced Diploma - Accounting
Open University
Perth, WA01-2015
Diploma - Bookkeeping and Accounting
St Vincent College
London UK01-2008
BTEC National Diploma - Hospitality Management
South Downs College
London UK07-2005
GCSE -
Brune Park School
London UK07-2003
Skills
- 🤝 Personal Attributes
- Customer-Centric Approach – consistently focused on satisfaction and service quality
- Integrity & Professionalism – self-aware, reliable, and trustworthy
- Adaptability – thrives in high-pressure, technically rich environments
- Continuous Improvement Mindset – always seeking growth for self, team, and process 🌟 Core Professional Skills
- ICT Operations Management – 15 years’ experience across multiple industries
- Service Delivery Management – ensuring customer satisfaction through structured processes
- ITIL Expertise – strong background in implementing ITIL best practices in technical environments
- Change & Process Improvement – driving positive change with proven results
- ⚡ Leadership & Management
- Team Leadership & Development – ability to lead, supervise, and support teams
- Project Management – managing IT projects and transitions smoothly
- Major Incident Management – calm under pressure, ensuring fast resolution
- Stakeholder Engagement – clear communication with customers, executives, and staff Technical & Operational Skills
- Service Desk Management – leading Helpdesks, managing tickets, and improving support workflows
- Managed Service Provider (MSP) Expertise – niche strength in MSP service management
- Account Management – experience as Account Executive for ICT customers
- Problem Solving – strong analytical approach to complex technical and operational challenges
Accomplishments
- Led ICT Operations across multiple industries since 2006, successfully managing service delivery and operations in high-pressure, technically complex environments.
- Implemented ITIL-based best practices in Managed Service Providers, improving efficiency, streamlining processes, and enhancing customer satisfaction through smooth transitions and training.
- Delivered major service improvements through change management, consistently improving team performance, process efficiency, and customer experience.
- Managed major incidents with professionalism and calm, ensuring minimal disruption while keeping customer satisfaction as a priority.
- Held diverse leadership roles (Operations Manager, Service Delivery Manager, Project Manager, Major Incident Manager, Account Executive), demonstrating adaptability and strong cross-functional expertise.
- Proven ability to build, supervise, and support high-performing teams, while also excelling independently in fast-paced ICT environments.
Affiliations
- Toastmasters International - London and Perth clubs
- Street Chaplains WA
- Ascot Kayak Club
Certification
- 2024: Lumify Scrum Master/Agile intensive course
- QA, London ITIL V4 Foundation
- Bankwest, Perth Australia - Productivity Essentials and Fundamentals, pre-requisite to Lean Six Sigma Green Belt - Bankwest Risk Management (in-house training) - LGBTQI Ally (in-house training)
- CooperVision, UK Information Technology Infrastructure Library (ITIL) V3 Foundation Microsoft Certified Desktop Support Technician (MCDST)
Interests
Timeline
Full-time Study and Volunteering
N/A
10.2024 - 09.2025
ICT Service Delivery Manager
Connectiv Managed Services
02.2023 - 09.2024
Service Desk Manager
Frontline Technology Services
09.2021 - 09.2022
L2 IT Support
WA Treasury Corporation, Perth Australia
09.2019 - 08.2021
L1 and L2 IT Support
Christian Revival Church
06.2019 - 01.2022
ICT Area Manager
Oasis Community Learning, London UK
01.2018 - 05.2019
ICT Consultant
Bankwest
02.2014 - 08.2017
Helpdesk Manager
CooperVision, UK
07.2010 - 04.2013
IT Helpdesk Team Lead and Naval induction
Ministry of Defence
02.2006 - 10.2010
Bachelor of Commerce - International Business and Management
Edith Cowan University
Diploma - Ministry
Edith Cowan University
Advanced Diploma - Accounting
Open University
Diploma - Bookkeeping and Accounting
St Vincent College
BTEC National Diploma - Hospitality Management
South Downs College
GCSE -
Brune Park School
ADDITIONAL INFORMATION
- Licences: Vehicle: Valid WA Class C (0 Demerits), R & T
- Status: Australian Citizen with valid police clearance, cleared for working with children
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