Tony Rich
Change and Communications Manager
Gold Coast,QLD
Summary
Professional Competencies
Program Change Management and Communications: Solid experienced in delivering business-related changes, effectively managing stakeholders and ensuring buy in, undertaking change impact assessments and gap analysis, developing the roadmap, assessing and identifying risks inherent in change, empowering employees, staff retraining and the development of key performance indicators. Skilled in the development of communications to varying levels of the organization using a variety of communication mechanisms.
Change Management Methodologies: Broad experience in successfully applying methodologies such as Prosci’s ADKAR, John Kotter and Kubler-Ross. Also capable of applying hybrid methods and developing and applying proprietary change management frameworks for organisations as required. Strategic Planning: An experienced practitioner in developing strategic plans and implementing governance frameworks and methodologies in to organisations. Highly capable at leading and implementing large scale business systems change in multiple business environments
Organisational Development: Strong capability in the development of the organisation’s strategy, building leadership and people capability, performance management systems, succession models, reward and recognition strategies, and culture initiatives.
Communication: Strong ability to communicate effectively at all levels of the organisation including senior stakeholders, peers and technical specialists. Communicates effectively with overseas clients and has presented very effectively to academic forums.
Project Management: Strong knowledge and experience in project management including developing business cases, producing costings and schedules, managing risk, identifying deliverables, and managing diverse teams to deliver successful outcomes. Experienced in the application of best practice methodologies to projects while including customer preferred methodologies such as PRINCE2, PMBOK and PMMv2.
IT Service Management: An experienced information systems specialist with proven expertise in the development, delivery and management of information systems across various business and technology domains. Strong experience in developing and managing Service Level Agreements. Broad experience in the successful implementation of ITIL strategies and practices to align IT services to existing and new business requirements. Experienced in developing, implementing and maintaining IT service support centres for information systems for up to 50000 users throughout Australia, UK and USA using ITIL best practices.
Learning & Development: Including training needs analysis, design, development and recommendations; training strategy and plans, curriculum design and development, training delivery to professionals. Qualified and strongly experienced in developing and delivering information systems training to Australian Defence to the governments of Vanuatu and East Timor.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
Work History
Change Manager
DELWP
01.2020 - 06.2020
- Deliver Change Management activities across programs and projects led by the Division
- The Change Manager is responsible for managing the organisational change management works (including operations, programs and projects) within the Information Services Division; this includes providing specialist advice for initiatives
- As part of operating in this portfolio, the role will support the delivery of the DELWP Change Roadmap for digital / technology activities
- Achievements:
- Provided the program and each project with day-to-day Change Management Leadership for Sharepoint and Teams implementation
- Stakeholder Plan
- Engagement Plan
- Communications Plan
- Engage with 3,000 users and stakeholders across 81 locations throughout Victoria
- Develop change management artifacts for Microsoft 365 and Teams implementations
- Lead multiple Teams town hall meetings with suppliers and users.
Change Manager
Latitude Financial Services
10.2019 - 02.2020
- Work with a team of Project Managers, business analysts and subject matter experts to deliver a range of security initiatives
- Responsible for all change artefacts including change approaches and plans, stakeholder analysis, change impact analysis, communication and engagement plans, training needs analysis, working with the team on deployment plans, program heatmap etc
- Achievements:
- Developed change materials for Secure Coding / Secure Development initiatives including a number of new tools to be introduced to development teams (70-100 developers) across the Digital & Technology team
- Worked with security subject matter experts, development teams and business analysts to understand how these tools will change what they do day to day, processes and determine teams to pilot and rollout to all teams
- Developed change approach and stakeholder analysis for Citrix Environment Upgrade
- Has been complete – will need to work with the team to deploy the pilot and communicate through to rollout to offshore teams
- Developed change documents for Windows 10 upgrade and Carbon Black Antivirus end point security
- Launched Information Security Framework
- Prepared launch communications for Security e-learn
- Worked with key stakeholder to launch the framework and execute the communication and engagement plan.
Program Change Manager
Jetstar
02.2019 - 12.2019
- Working with a team of Project Managers the Change Manager will assess the change in processes due to a Cyber project, be the advocate for the change, modify the change strategy from Qantas, assess the overall Jetstar change strategy, work closely with the Program Manager and Executives to execute and communicate the change
- Achievements:
- Developed the Organisational Change Management Plan for the BitLocker Enablement initiative and the InTune Mobile Device Management Project including
- Stakeholder Plan
- Engagement Plan
- Communications Plan
- Provided 1st and 2nd level support to over 500 full time employees nationwide including
- Pilots
- Cabin Crew
- Ground Crew and
- Operations employees.
Change Manager
Coles Express
03.2018 - 06.2018
- Provide the digital transformation project with day-to-day Change Management to all Coles Express stores nationwide
- Provide 1st and 2nd level support to over 500 full and part time employees nationwide
- Developed the Organisational Change Management Plan including
- Stakeholder Plan
- Engagement Plan
- Communications Plan
- Learning and Training Strategy including managing creation of a learning video
- Developed and Maintained the Change Champion Network (51 people nationwide)
- Responsibilities:
- Provide the program and each project with day-to-day Change Management Leadership
- Achievements:
- Developed the Organisational Change Management Plan including
- Stakeholder Plan
- Engagement Plan
- Communications Plan
- Learning and Training Strategy
- Maintained the Change Champion Network (110 people)
Organisational Change Manager
Human Services
12.2017 - 01.2018
- Provide the program and each project with day-to-day Change Management Leadership (Win10, Office365, OneDrive, Sharepoint, Teams and TRIM)
- Achievements:
- Developed the Organisational Change Management Plan
- Developed the Communications Strategy
- Developed Learning and Training Strategy
Program Change and Communications Manager
Future
01.2017 - 11.2017
- Jobs, Transport and Resources (, Provide the program and each project with day-to-day Change Management Leadership (Win10, Office365, OneDrive, Sharepoint, Teams and TRIM)
- Achievements:
- Developed the Communications Strategy
- Developed Learning and Training Strategy
Program Change and Communications Manager – ICT Transformation Program
Transport and Resources
10.2015 - 03.2016
04.2016 - 12.2016
- Provide the program ($10M) and each project (ten) with day-to-day Change Management Leadership and subject matter expertise (SOE’s, Email, Network Drives, Security, and more)
- Track and oversee the delivery of Change Activities
- Proactively identify, escalate and manage Risks and Issues
- Create a Stakeholder Management and Engagement Strategy
- Integrate security requirements and develop awareness information and user instructions for applying security
- Facilitate Business buy-in, ownership and sign off of key change and transition activities
- Identify and execute Business Engagement activities
- Identify and develop mitigations to Change Resistance
- Conduct Business Impact Assessments
- Conduct Organisational Readiness Assessments
- Track Change Measures and Adoption in the business
- Develop and execute a Communication Strategy and Plan
- Develop Communication Material as applicable to the stakeholders
- Provide Support for Business Owners to communicate changes to their own teams
- Monitor and assess the Effectiveness of Communications
- Achievements:
- Implemented and managed CMI/Kotter’s Change methodology
- Developed the Organisational Change Management Plan and Program Change Plan
- Created and managed a Change Champion Network of over 40 business representatives
- Created and deployed Stakeholder Management and Engagement Plans
- Executed Business Engagement activities
- Developed Program and Project Business Impact Assessments
- Conducted Business Impact Workshops
- Developed and implemented mitigations to Change Resistance
- Developed and released Program and Project Communications using various channels
- Managed Risks and Issues
Change and Communications Manager
Terra Firma Business Consulting
08.2015 - 09.2015
- Development of an Organisational Change Management Plan
- Development of Change Impact Assessments
- Conduct Change Impact Workshops
- Identify and execute Business Engagement activities
- Identify and develop mitigations to Change Resistance
- Create a Stakeholder Management and Engagement Strategy
- Proactively identify, escalate and manage Risks and Issues
Change and Communications Manager
Terra Firma Business Consulting
06.2015 - 07.2015
- Provide the program/project with day-to-day Change Management Leadership and subject matter expertise
- Track and oversee the delivery of Change Activities
- Proactively identify, escalate and manage Risks and Issues
- Development of a Change Management Strategy and Plan
- Create a Stakeholder Management and Engagement Strategy
- Facilitate Business buy-in, ownership and sign off key change and transition activities
- Identify and execute Business Engagement activities
- Identify and develop mitigations to Change Resistance
- Conduct Change Impact Assessments
- Conduct Organisational Readiness Assessments
- Track Change Measures and Adoption in the business
- Develop and execute a Communication Strategy and Plan
- Develop Communication Material as applicable to the stakeholders
- Provide Support for Business Owners to communicate changes to their own teams
- Monitor and assess the Effectiveness of Communications.
Business Improvement
Lead Metro Trains Melbourne
11.2014 - 11.2014
- Analyse and document Policy, Process and Procedure Design, including assisting with the facilitation of structured process walk-throughs with stakeholders
- Analyse stakeholder feedback in relation to business improvement projects, and track stakeholder management activities and issues, resolve wherever necessary
Change and Communications Manager
Dimension Data
10.2013 - 12.2013
- With a $4M budget and working with a large Victorian Government department of over 3500 staff in over 20 locations throughout Victoria, liaise with the Business to ensure all the Change Management, Communications & Operational needs are identified early, planned and coordinated through execution
- Ensure coverage of a range of process, people and culture elements that are important during implementation of a business solution
- Cover the detailed planning and coordination for strategy, governance, planning, communication and engagement, benefits realisation and operational support models
- Achievements:
- Developed and embedded the Organisational Change Management Strategy and Change Management Plan to align the project and support the strategic intent of the organisation;
- Developed and embedded the Communication and Engagement Strategy and Communication and Engagement Plan to achieve awareness, acceptance and adoption;
- Completed the Change Impact Analysis identifying implications on business, people, processes and systems
- Identified and developed the Electronic Content Management Governance arrangements to support the solution;
- Identified and developed the new Business Rules to ensure support the software solution;
- Developed the Operational Support Plan to ensure the continuance and sustainability of the software solution (Sharepoint); and
- Developed the Benefits Realisation Plan to extract the full value and potential of the software solution
- Overseas travel, holidays
Change and Governance Manager
Optus
Canberra
12.2012 - 09.2013
07.2012 - 11.2012
04.2012 - 06.2012
- Interpret the operational and business needs and identify architectural solutions
- Assist in identifying and defining all system interfaces affecting the proposed system
- Influence project managers and solution architects to align outcomes to operational and business needs
- Guide the enterprise and solution architects into interpreting the architectural framework
- Guide and contribute to the planning and preparation for the Architectural Accreditation of the project solution
- Contribute to the planning and preparation for the Security Accreditation and Certification of the project solution
- Act as the Change and Configuration Manager for the Defence IT and Communications network
- Develop and implement Change and Configuration Management policies, principles and processes and documentation/data
- Identify and detail the integration of Change Management functions with other contract activities
- Act as the primary liaison between Optus and its external vendors to define IT services
- Understand and use Defence system specification writing standards
- Develop and present Communications in various forms
- Manage the Risks and Issues
- Travel, holidays
Change and Communications Manager
Terra Firma
Melbourne
08.2011 - 03.2012
11.2010 - 12.2010
- Act as the primary liaison between the business, IT and external vendors
- Contribute to the planning of change initiatives that will support the implementation of the nominated project
- Complete Change Impact Analysis identifying implications on business, people, processes and systems
- Complete the Business Readiness Assessments
- Develop and implement communications to achieve awareness, acceptance and adoption
- Conduct Working Groups to achieve stakeholder and end user input and engagement
- Influence project staff to align outcomes to business needs
- Assess Change Readiness and identify actions for successful implementation
- Develop Training Material and Facilitate Training to ensure successful change implementation
- Develop and present Communications in various forms
- Manage Risks and Issues
- Achievements:
- Successfully delivered thirteen change management initiatives within the Digital space to over 5000 employees across Australia
- Successfully aligned the platforms and strategies with business prioritisation and corporate strategy.
Change Manager
Transformation Australia Post
Melbourne
03.2009 - 06.2010
- Co-develop the Logistic Business Vision
- Confirm the scope and develop a Time Line for delivery
- Assess and document the Current State of Logistic Operations/ Current Business Model
- Determine and document the Target Business Model
- Confirming the current Gap Areas vs
- The Target State
- Develop a Logistic Capability Delivery Roadmap
- Identify Business Change Impacts
- Achievements:
- Using the BPM Functional Business Model led the Change and Project managed an initiative to reform the logistics support environment of up to 500 staff
- Identified significant financial savings by proposing to re-engineer the Network Systems Functional Groups for and restructuring the application support environment
- Led the Change and Project managed an initiative to reform a commercial support environment of up to 30 staff
- Led the Change and Project managed an initiative to reform the finance support environment of up to 35 staff
- Reformed the organisational structures to ensure efficient and effective use of human resources through organisational design
- Implemented and enforced new governance structures
- Co-developed a new project management framework to support Agile and Waterfall disciplines
Change Manager
Capability Transformation Australia Post
Melbourne
10.2008 - 03.2009
Project Director
07.2008 - 09.2008
- Develop the People Management Plan
- Change manage a new Capability and Competency Framework
- Develop tools to support the framework
- Develop the career paths and the coaching, training, management fundamentals and leadership development programs for Senior Executive, Senior Management and other staff
- Achievements:
- Successfully Project managed the organisational design, development and implementation of a new Capability and Competency Framework for 500 employees
- Successfully developed and implemented tools to support the framework
- Provided professional development skills management, career management career paths and coaching, training in management fundamentals and leadership development programs to executive, senior management and award staff
- Successfully managed corporate finances of up to $20M
- Successfully launched the framework and transitioned the organisation to the new model., - Enterprise Architecture Software System Repository to hold the meta data for the organisation
- This was the first such repository developed for the Australian Defence Organisation and the model was copied by the CIO and used as the corporate tool
- Directed several other projects to support the repository including an Enterprise Software Applications Assessment and an Enterprise Application Baseline Funding Review
- Successfully established a Governance framework and developed and implemented the associated processes in areas of policy and procedures
- Detailed experience developing and using Enterprise Architect tools such as databases, Erwin, Visio, Excel
- Successfully engaged business people and technology vendors, analysts and service providers to progress the interests of the organisation
- Managed, developed and mentored twenty senior full time and contracted staff and effectively managed corporate finances of up to $2M.
Program Manager
Business Transformation Australia Post
Melbourne
03.2008 - 06.2008
- Manage the development of a new Organisational Model
- Manage the development of a Customer Account Management Framework
- Manage the development of a new IT Services Catalogue and Services Model
- Perform RACI analysis
- Apply strong project governance and successfully manage a group of project managers
- Ensure adherence to the organisation’s project methodology
- Provide strong people management and leadership skills
- Manage Risks and Issues
- Drive the program of work to achieve the required results
- Achievements:
- Co-delivered a new Organisational Model to support an improved business operating model
- This included delivering a structured remuneration and classification framework to support the new environment
- Program managed a new Customer Account Management Framework This framework improved how the organisation aligned itself with their customers and included standardising the account management approach and defining roles and responsibilities and reviewing customer account management strategy and customer segmentation
- Contributed to the development and implementation of a new IT Services Model
- Contributed to the development and implementation of a new IT Service Catalogue
- Managed developed and mentored senior staff and contractors and effectively administered corporate finances of up to $3M.
Executive Manager
DMO Department of Defence
03.2007 - 03.2008
- Program manage strategic business information systems
- Initiate business projects and contracts to provide best practice sustainment to the organisation
- Review vendor proposals to sustain information systems via RFP, RFQ etc processes
- Implement and embed ITIL into the organisation
- Approve and manage testing functions for corporate applications
- Achievements:
- Substantially improved the performance of sustainment staff by leading with a strong, inclusive leadership style
- Developed the organisation’s first Continuous Service Improvement Program that ensured the long-term support of the organisations information systems
- Developed and integrated the subsequent Service Support and Service Delivery Processes using the ITIL v2 methodology, completing the transition to a best practice organisation
- Initiated and managed a project to monitor the performance of business information applications Australia wide which resulted in the upgrade of the IT infrastructure and the adoption of the program by the CIO
- Managed, developed, mentored up to forty senior support staff and contractors and effectively managed corporate finances of up to $6M
- Managed human resources to provide high service levels to customers and I have developed and managed multi-vendor contracts to support the organisations outcomes
- Negotiated and implemented Service Level Agreements with clients to ensure a high level of customer satisfaction was being delivered within tight financial and human resource constraints
- To achieve this, I built and fostered effective relationships with CIO and CTO groups and other service providers
- Developed the organisation’s first Business System Development Plan and other supporting plans and documents while liaising with stakeholders and successfully progressing the organisation’s objectives while financially constrained.
Director
Defence
10.2005 - 02.2007
- Lead the Enterprise Architecture team
- Develop and deliver the Strategic Plan for the organisation’s Enterprise Architecture and the Strategic Information Management Plan for the organisation
- Develop the Strategic Human Resource Plan and the Change Management Plan ensuring alignment to the Information Capability Management Plan
- Lead and implement large scale business systems change for the Logistics and Business environments
- Work collegiately with other Defence Architecture teams and the CSIG architecture group to develop the architecture portfolios
- Achievements:
- Led and implemented large scale business systems change for the Logistics and Business environments implementing several large core ERP systems using various platforms and technologies
- Co-developed the Business Information Systems Environment Architecture Framework and the Logistics Information Systems Environment Architecture Framework
- These were the first such frameworks ever developed for the Australian Defence Organisation.
Deputy Director
Department of Defence
02.2002 - 10.2005
- Provided Enterprise Architecture advice and guidance to business planners, project and system staff to ensure compliance to Defence’s Systems and Technical, Security and Infrastructure Architecture
- Translate business needs into technical information to assist business process and application owners define their requirements
- Ensure IT end user and infrastructure projects align to the organisation’s Strategic Plan without jeopardizing the solutions
- Perform ICT security compliance audits and risk assessments for Defence applications
- Lead and perform certification and re-certification tasks on behalf of executives and application owners and endorsing their applications
- Perform ‘As Is’ and ‘To Be’ Systems and Technical, Security and Infrastructure architecture assessments and performing the gap analysis
- Assess the change impacts of changes to the architectures
- Devising the approach to address the gaps or providing ISD/CIOG with justification to seek exemption or approval thru the Common Criteria Process
- Sponsor IT end user and infrastructure projects to ensure alignment to the organisation’s Strategic Plan without jeopardizing the solutions
- Identify and define how technical products and services solved business needs, performing the role of intermediary between business staff and technical staff in each environment
- Achievements:
- Co-developed the Business Information Systems Environment Architecture Framework and the Logistics Information Systems Environment Architecture Framework
- These were the first such frameworks ever developed for the Australian Defence Organisation
- Directed a project to build an Enterprise Architecture Software System Repository to hold the meta data for the organisation
- Directed projects to support the repository including an Enterprise Software Applications Assessment and an Enterprise Application Baseline Funding Review
- Provided Enterprise Architecture advice and guidance to business planners, project and system staff and contractors regarding the broader Information Environment
- Mapped the ICT security documentation to ISM compliance requirements for over fifty corporate end user and infrastructure projects and applications
- Analysed, researched and produced the security documents for over 50 IT projects and initiatives within the DMO (eg Security Architecture and Policy Plan, Information System Security Practices and Procedures, Threat and Risk Assessments etc)
Project Manager
DMO Defence Health Services
01.2000 - 01.2002
- Phase 1 Design and implement a catalogue of products using common global standards (EAN)
- Design and write Functional Specifications
- Phase 2 Develop a Stock Control Module that was capable of handling several thousand transactions a day from 47 sites within Australia and overseas
- Phase 3 Integrate the Stock Control Module with the Dispensing module so that POS transactions between the two software applications were seamless
- Phase 4 Develop the Electronic Commerce module between customer and supplier using encryption and open standards for data transmission
- Deliver complex data migration/transformation of sensitive health and patient data
- Achievements:
- This key program of work successfully moved the client to the next generation of integrated health care and logistics within the prescribed timeframe
- Integral to this success was the agreement with suppliers to use forward purchasing arrangements and the vendor held stock
- The program was used as an example of the organisations excellent ability to apply open standards to product identification and to B2B transactions with appropriate security
- Supply chain costs were slashed and efficiency was improved by over 1000 percent
- This was achieved through lobbying of suppliers and senior ministers and the formation of expert industry and commerce working groups.
Project Manager
Department of Defence
01.1998 - 01.2000
- Design, develop and implement major changes to the business processes and supporting applications to support changed business requirements
- Perform testing duties identifying exploitable vulnerabilities and weaknesses in end user and infrastructure applications
- Achievements:
- Successfully designed and implemented three major upgrades to a national logistics system, streamlining major areas of the application that resulted in increased data quality, more efficient stocktaking ability and better visibility of assets
- Managed, developed and mentored five senior full time staff, military personnel and contractors
- Effectively managed a budget of up to $1.5M
- After the successful release of the software provided first, second and third level maintenance support to customers within Australia and overseas.
Education
Master of Business Administration -
Deakin University
Melbourne 01.2009 - 01.2010
Graduate Diploma - Management
Deakin University
Melbourne 01.2008 - 12.2008
Diploma - Project Management
TAFE Sydney
Sydney 01.2007 - 01.2008
Masters of Science - Information Technology
University of New South Wales
Canberrra 01.2003 - 01.2004
Advanced Diploma - Material Management
ACT
2001
Diploma of Frontline Management - undefined
Southern Cross University
2000
Graduate Diploma - Computing
Monash University
2000
Certificate IV in Workplace Training and Assessment - undefined
The University of Melbourne
1998
Skills
- Competencies
Affiliations
An experienced professional with a proven ability in the strategic planning, governance, enterprise architecture, and organizational change and communications environment.
Demonstrated capability in the delivery of business and information technologies in public or private organisations of up to 5,000 users in the national and international environment.
Demonstrated ability to direct a program of business and information technology change and deliver on schedule and budget and to the quality of the customer’s expectations.
Able to consistently generate a high level of quality within team environments comprising of permanent staff and contractors, culturally sensitive enhanced by overseas professional assignments and personal travel.
Experienced and accomplished in working within national government agencies and international governments and can coordinate diverse teams from multiple cultures to achieve organisational goals within required time frames.
A highly motivated, dynamic professional who always strives to exceed client expectations.
Interests
Alumni Member
Monash University
University of New South Wales
La Trobe University
The University of Melbourne
Community activity
Jul 2010- Jul 2012:
Volunteer Board Director and Secretary / Treasurer for a Melbourne based charity raising funds for Mental Health Research
Jan 2010- Jan 2012
Volunteer School Council member and Treasurer
Security Clearance
Negative Vetting Level 2
Timeline
Change Manager
DELWP
01.2020 - 06.2020
Change Manager
Latitude Financial Services
10.2019 - 02.2020
Program Change Manager
Jetstar
02.2019 - 12.2019
Change Manager
Coles Express
03.2018 - 06.2018
Organisational Change Manager
Human Services
12.2017 - 01.2018
Program Change and Communications Manager
Future
01.2017 - 11.2017
04.2016 - 12.2016
Program Change and Communications Manager – ICT Transformation Program
Transport and Resources
10.2015 - 03.2016
Change and Communications Manager
Terra Firma Business Consulting
08.2015 - 09.2015
Change and Communications Manager
Terra Firma Business Consulting
06.2015 - 07.2015
Business Improvement
Lead Metro Trains Melbourne
11.2014 - 11.2014
Change and Communications Manager
Dimension Data
10.2013 - 12.2013
Change and Governance Manager
Optus
12.2012 - 09.2013
07.2012 - 11.2012
04.2012 - 06.2012
Change and Communications Manager
Terra Firma
08.2011 - 03.2012
11.2010 - 12.2010
Change Manager
Transformation Australia Post
03.2009 - 06.2010
Master of Business Administration -
Deakin University
01.2009 - 01.2010
Change Manager
Capability Transformation Australia Post
10.2008 - 03.2009
Project Director
07.2008 - 09.2008
Program Manager
Business Transformation Australia Post
03.2008 - 06.2008
Graduate Diploma - Management
Deakin University
01.2008 - 12.2008
Executive Manager
DMO Department of Defence
03.2007 - 03.2008
Diploma - Project Management
TAFE Sydney
01.2007 - 01.2008
Director
Defence
10.2005 - 02.2007
Masters of Science - Information Technology
University of New South Wales
01.2003 - 01.2004
Deputy Director
Department of Defence
02.2002 - 10.2005
Project Manager
DMO Defence Health Services
01.2000 - 01.2002
Project Manager
Department of Defence
01.1998 - 01.2000
Advanced Diploma - Material Management
ACT
Diploma of Frontline Management - undefined
Southern Cross University
Graduate Diploma - Computing
Monash University
Certificate IV in Workplace Training and Assessment - undefined
The University of Melbourne
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