Tim Mccaffery
Canberra,ACT
Summary
Result-driven Service Delivery Manager with 38 years experience in managing complex projects, optimising service delivery processes and improving customer satisfaction rates. Strong leadership skills coupled with the ability to build high-performing teams and implement strategic improvements. Proven record of success in reducing costs while maintaining high service standards, demonstrating outstanding problem-solving and communication abilities.
Overview
42
42
years of professional experience
Work History
Service Delivery Manager
Department Of Parliamentary Services
Parliament House, Canberra
06.2022 - Current
- Successfully lead my team in delivering telephony support services to all staff at APH.
- Manage ongoing maintenance and support for both legacy (Alcatel PABX) and newly deployed Teams telephony infrastructure throughout APH.
- I have extensive knowledge in APH's communications cabling infrastructure, enabling my team to manage the seamless transition of existing analog services to the new analog voice gateways within the Teams voice platform, including critical services such as lift and security services.
- I am proficient in configuring and customising diverse telephony infrastructure both old and new having a strong understanding of telephony system concepts and best practices.
- I am responsible for end-user incident management, including providing professional advice and service to all levels of staff within APH.
- Developed and implemented strategies to improve customer satisfaction levels.
- Monitor team performance, identify areas for improvement, and provide feedback and coaching.
- Established relationships with external stakeholders to support service delivery operations.
- Create and manage telephony KBA's
- Create, customise and implement call queue's and IVR's within the PABX and the new Teams telephony platform.
- Manage and plan DR testing annually to safeguard business continuity and resilience.
Service Delivery Manager
Grains Research Development Corporation
, Canberra
07.2019 - 07.2022
- Manage and provide ICT Service Desk and Desktop Support for GRDC Canberra branch and their regional offices in Perth, Adelaide, and Toowoomba.
- Successfully manage projects within GRDC, such as implementation of a new RDS Farm, HA SQL build and setup, implementation and deployment of Teams into their environment, implementation of InTune replacing SCCM, to name a few.
- Ensured SLA compliance and maintained service delivery quality standards.
- Created reports on service delivery metrics, such as response time, resolution rate.
- Established relationships with external stakeholders to support service delivery operations.
- Provided technical guidance and training to the team members on new tools or technologies used in the organisation's services.
Project Manager/Senior Technical Engineer
Department Of the Prime Minister and Cabinet
, Canberra
07.2016 - 06.2019
- Manage PM&C's Telephony Help Desk
- Manage and implement a new Unified Comms solution
- Provide BAU technical support for all PM&C staff in Canberra
Project Manager
Avaya
, Queensland
07.2001 - 06.2016
- Manage projects involving installing and implementing new Avaya PABX's
Telecommunications Manager
Hamilton Island
, Queensland
01.1999 - 06.2001
Telecommunications Manager
ATO
, Australian Capital Territory
07.1995 - 12.1998
PABX Technician
NEC
, Australian Capital Territory
07.1993 - 06.1995
PABX Technician
DataVoice
, Australian Capital Territory
01.1989 - 06.1993
Telecommunications Technician
Telecom
07.1985 - 12.1988
- Installation and termination of the Telecommunication cabling infrastructure at APH construction site in Canberra.
Apprentice Technician
Ericsson Communications
, Australian Capital Territory
02.1983 - 06.1985
Skills
- Customer Engagement
- Solutions Development
- Operations Support
- Client Relationship Management
- Service Order Flow
- Training and coaching
- Mentoring and training
- Risk Mitigation
- Incident Management
- Workload Management
- Project Planning
Timeline
Service Delivery Manager
Department Of Parliamentary Services
06.2022 - Current
Service Delivery Manager
Grains Research Development Corporation
07.2019 - 07.2022
Project Manager/Senior Technical Engineer
Department Of the Prime Minister and Cabinet
07.2016 - 06.2019
Project Manager
Avaya
07.2001 - 06.2016
Telecommunications Manager
Hamilton Island
01.1999 - 06.2001
Telecommunications Manager
ATO
07.1995 - 12.1998
PABX Technician
NEC
07.1993 - 06.1995
PABX Technician
DataVoice
01.1989 - 06.1993
Telecommunications Technician
Telecom
07.1985 - 12.1988
Apprentice Technician
Ericsson Communications
02.1983 - 06.1985
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