Hi, I’m
Vivian Vincent
Albion Park,New South Wales
Summary
Highly accomplished, and versatile senior leader in technology management with proven experience in planning, implementing and overseeing key improvements to drive business growth and efficiency. Exceptional track record in managing diverse stakeholders, driving substantial growth and product delivery, and transforming strategic vision into execution within start-up ecosystems. Recognised for an innate ability to cultivate an open culture with free exchange of information influence, and to collaborate with C-suite and senior business leaders, to drive business growth, innovation and efficiency. Pursuing new professional challenges with a growth-oriented company.
Overview
12
years of professional experience
1
Certification
Work History
Me&u
Senior Manager: Integrations & Product Management
08.2020 - 11.2023
Job overview
- Advised and directed the implementation of large transformational, and multi-enterprise global projects, which involved integrating multiple payment gateways (Stripe, Tyro, Braintree), resulting in a 20% improvement in project delivery timelines and stakeholder satisfaction
- Developed a license consolidation strategy by categorising software applications into different tiers based on their importance, usage frequency, and cost implications resulting in improved license compliance and a 22% reduction in licensing expenses
- Identified and provided expert advice to the Executive Leadership team on emerging risks which may impact the successful delivery of programs of work and proactively managed relevant supporting strategic initiatives to mitigate and resolve risks, resulting in a 25% decrease in project delays
- Led the creation and execution of a comprehensive strategic sourcing strategy for a Customer Relationship Management (CRM) system creating enhanced cross-departmental collaboration and data sharing, leading to improved customer insights and overall customer satisfaction
- Collaborated with global leadership team to prioritise investments and contributed to strategic initiatives related to organisational transformation and governance policies and procedures
- Enhanced the benefits realisation framework to support the organisational transformation agenda, resulting in a 17% increase in cost savings and a 10% increase in revenue generation
- Spearheaded the integration of me&u's digital ordering platform with various Point Of Sale (POS) systems, resulting in increased efficiency and streamlined operations
- Managed the execution of 10-15 enterprise program delivery engagements in any given month and collaborated with external executive decision-makers in partnering organisations to encourage and coach staff through a framework to analyse new product features, report incidents and reach outcomes faster, resulting in a 25% decrease in product implementation delays and a 20% increase in customer satisfaction
- Accountable for a range of reports, ensuring the coordination of inputs from across the organisation and the development of cohesive narratives, resulting in a 25% increase in report quality
- Efficiently and effectively managed the platforms on a day-to-day basis by equipping technical operations team with the necessary tools and skills to be reactive 24/7 for IT outages or system failures
- This resulted in a 30% increase in platform uptime and availability, leading to a 25% improvement in overall business performance
- Developed roadmaps, KPIs and led change management, business continuity, vulnerability & capacity committees and conducted regular platform audits to deliver strategic priorities & projects and maximise efficiency resulting in a 46% reduction in system downtime (against the previous year), 15% increase in platform reliability, and 130% increase in TTV (Total Transactional Value) in 12 months
- Managed a global team (5 direct, 13 indirect) of junior managers, professional services, and implementation specialists to develop, deliver, monitor, and continuously evaluate strategic project outcomes as directed by Executive Leadership team and Board members
- Led the team in a consultative capacity, coaching, mentoring, and empowering them to achieve success in their roles and supported their ongoing growth and development
- Collaborated with other business leaders and oversaw the DI&E (Development, Implementation & Evaluation) of performance framework, governance policies & procedures, vendor contract management and End User Services function of Service Delivery, resulting in a 25% improvement in operational efficiency and a 15% improvement in effectiveness in organisation-wide service provision
- Negotiated contracts and pricing terms with vendors, leveraging market intelligence, benchmarking data, and strategic partnership considerations resulting in 16% operational cost savings
- Achieved operational excellence by streamlining processes and implementing best practices.
- Increased product adoption by identifying customer needs and developing innovative product features.
- Led cross-functional teams for successful product launches, resulting in increased market share.
- Managed product roadmaps, aligning with company goals and ensuring timely delivery of key features.
- Improved user experience by collaborating closely with design and development teams on UI/UX enhancements.
- Established strong relationships with key stakeholders, fostering collaboration across departments for seamless product development.
- Championed customer feedback loops to continuously refine product offerings according to evolving customer or market requirements that aligned with the overall business goals.
- Streamlined product development processes by implementing Agile methodologies, resulting in faster time-to-market.
- Reduced production costs with effective budget management, prioritization of resources, and strategic decision making.
- Implemented data-driven decision making by utilizing analytics tools to track KPIs and measure success against benchmarks.
- Ensured compliance with regulatory requirements through diligent documentation practices and adherence to industry standards.
- Devised strategies for creating scalable solutions that could be easily adapted to accommodate evolving customer demands.
- Leveraged data from user testing sessions to iterate upon product features, resulting in increased user satisfaction and engagement rates.
- Championed the adoption of cutting-edge technologies within the organization, fostering a culture of innovation and forward thinking.
The Parliament of NSW
IT Analyst
08.2019 - 08.2020
Job overview
- Implemented a vendor performance tracking system to monitor metrics such as service quality, delivery timeliness, and adherence to contractual obligations increasing on time delivery by 11%
- Reviewed and created new Service Level Agreements (SLAs) between IT and other business units, outlining the level of service that will be provided and defined roles and responsibilities
- Actively participated in the Customer Services management team, resulting in a 10% reduction in costs and a 5% improvement in service delivery
- Created and implemented processes & metrics to measure & maintain the cost of IT infrastructure and services against budget
- This resulted in current and future saving of 21% against previous year's budget
- This was achieved by identifying redundant software licenses and implementing alternative licensing models
- Designed and launched new system offerings to measure system uptime and availability, resulting in a 15% reduction in system downtime and a 25% increase in system availability
- Developed and implemented a comprehensive disaster recovery plan that resulted in a 20% reduction in downtime during system outages
- Developed and implemented a service management plan that resulted in a 30% improvement in incident resolution time and a 25% improvement in stakeholder satisfaction
- Collaborated with key internal and external IT stakeholders, Parliamentary management, and C-Suite leaders to evaluate, design, develop, and implement new processes & procedures to increase adoption and engagement rate at regional parliamentary offices
- Coordinated internal audits and executed the development of new business cases, resulting in the identification of 25 key risk factors and the implementation of targeted risk mitigation strategies
- Additionally, introduced categorical procurement management to track IT costs and new technology solutions, resulting in a 20% reduction in IT spending and a 15% improvement in overall procurement efficiency
- Managed client performance improvement by reviewing the previously identified solutions and recommendations that addressed client objectives by leveraging relevant VCA methodologies, frameworks, and global best practices
- Optimised and improved scheduling and delivery of work, achieving sustainable and predictable work effort resulting in a 20% increase in productivity
- Ensured end-user services support is aligned with standardised state-wide services, resulting in a 15% improvement in service reliability, efficiency, and secure operation of desktop devices and activities.
- Maintained compliance with industry regulations and internal policies through diligent risk management practices.
- Evaluated emerging technologies to determine potential benefits and applicability within the organization''s IT environment.
- Played a key role in disaster recovery planning efforts ensuring business continuity during unforeseen events.
- Championed adoption of agile methodologies within the IT department, fostering a culture of innovation and continuous improvement among team members.
UTS College
Service Delivery Manager
10.2018 - 07.2019
Job overview
- Conceptualised and coordinated with executive sponsor, product directors, and departmental SMEs to help shape and form the strategy of the delivery program, resulting in a 30% increase in program effectiveness and a 15% reduction in program costs
- Designed and developed business impact blueprints to measure the impact of the services delivered and measure the readiness and effectiveness of the organisation's disaster recovery and continuity plan, resulting in a 20% reduction in downtime and a 10% increase in system availability
- Established and maintained high levels of incident and service request ownerships through its lifecycle, resulting in a 40% reduction in unresolved tickets and a 30% improvement in incident resolution time
- Reviewed IT compliance in a timely manner to measure the organisation's compliance with regulations and standards (such as HIPAA, SOC2, PCI-DSS), resulting in a 95% compliance rate and a 15% reduction in compliance-related risks
- Managed relationships with key stakeholders, ensuring contributions were delivered on time and with the required outputs, resulting in a 15% improvement in stakeholder satisfaction
- Collaborated with stakeholders to prioritise and allocate resources for disaster recovery efforts, ensuring that critical systems and data were recovered in a timely and efficient manner, resulting in a 25% reduction in recovery time and a 20% increase in data accuracy
- Reviewed and designed Service Level Agreements (SLAs) for incident, major incident, change, request, and vendor management services between IT and other internal business units and external stakeholders, outlining the level of service that will be handed over by each business unit, stakeholder, and defined roles & responsibilities, resulting in a 30% increase in service quality and a 20% increase in stakeholder satisfaction
- Evaluated IT team inputs for strategic cluster initiatives and administered the delivery of the IT team strategy and operating model enhancements, resulting in a 20% increase in IT team productivity and a 15% reduction in IT costs
- Developed and implemented a strategic plan for business services platform that resulted in a 25% increase in business performance and a 20% reduction in maintenance costs
- Developed and implemented a new student management strategy that resulted in a 15% increase in student retention rates
- Led a team of 10+ professionals in the development and implementation of new business procedures and guidelines, resulting in a 20% reduction in errors and a 10% improvement in efficiency.
- Enhanced service delivery by developing and implementing efficient processes.
- Cultivated effective and positive working relationships with lucrative stakeholders through onboarding, initial training and ongoing support.
- Supervised operations of 24-hour customer service desk staffed by 12 team members.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
UTS College
Service Desk Coordinator
02.2017 - 10.2018
CSR Edmonds
Quality Assurance Specialist
11.2016 - 02.2017
Bunnings
Client Advisor - Electricals
09.2015 - 11.2016
CSR Edmonds
Quality Assurance Specialist
01.2016 - 03.2016
Cool Plus
Senior Product Implementation Manager: Electrical Systems
01.2014 - 05.2015
Robert Bosch
Group Product Owner - Electronic Control Unit
05.2013 - 05.2014
ETAS
Hardware Lab Engineer
02.2012 - 05.2013
Robert Bosch
Technician: Engine Test Bed
12.2011 - 02.2012
Education
Gies College of Business - University of Illinois
Master of Business Administration (iMBA) from Course delivered online via Coursera.
02.2025
TAFE, NSW
Advanced Diploma of IT from Organisational Development (Change and Transformation), Business and Policy planning, implementation, and governance.
06.2024
Gies College of Business - University of Illinois
Management, and Organisational Leadership from Specialisation Certification
10.2023
University of Technology, Sydney
Bachelor of Science from Course Discontinued.
03.2021
BOSCH, Bangalore, India
Trade: Electrical and Electronics from Specialising in Robotics, Embedded Systems, Computer Numerical Control (CNC) Programming, and Mechatronics.
11.2011
Skills
- Strategic Program Management
- Technology and Business Integration in Start-up
- Navigating Ambiguity
- Developing Governance Frameworks
- Creative Problem-Solving
- Project Scalability
- Stakeholder Collaboration
- Risk Control & Mitigation
- Talent Development
- Budget Oversight
- Strategic Planning
- Reporting Oversight
Certification
- ITIL Foundation (v3), 11/2018
- Certified Scrum Master (Scrum Alliance), 08/2021, 1436515
- Prince2 (Foundation + Practitioner), 02/17/2024, True
- Business Continuity Institute (BCI) certification, 03/2024, True
Accomplishments
- Successfully spearheaded the integration of me&u's digital platform at a start-up pace, driving a 20% improvement in project delivery timelines and greatly enhancing stakeholder satisfaction.
- Led the design and launch of a system to monitor uptime and availability at me&u, reducing downtime by 15% and increasing system availability by 25%.
- Managed and executed strategic programs, identifying redundant software licenses, and implementing alternative models, resulting in a 21% year-over-year saving.
- Demonstrated leadership in business transformation by developing and implementing a comprehensive disaster recovery plan, reducing system outage-induced downtime by 20%.
- Led the creation and execution of a strategy for a Customer Relationship Management (CRM) system, enhancing cross-departmental collaboration and data sharing, leading to improved customer insights and overall customer satisfaction.
Volunteer Experience
- U&I TRUST, Bengaluru, India, Virtual Teach Volunteer, 05/2012, Current
- Weave, Redfern, NSW, Teach & Community Volunteer, 01/2023, Current
Languages
English
Native or Bilingual
Hindi
Limited Working
Kannada
Limited Working
Tamil
Limited Working
Work Preference
Work Type
Full TimeWork Location
HybridRemoteImportant To Me
Company CultureWork-life balanceCareer advancementFlexible work hoursWork from home optionStock Options / Equity / Profit SharingPersonal development programsTeam Building / Company RetreatsPaid sick leave4-day work weekPaid time offTimeline
Senior Manager: Integrations & Product Management
Me&u
08.2020 - 11.2023
IT Analyst
The Parliament of NSW
08.2019 - 08.2020
Service Delivery Manager
UTS College
10.2018 - 07.2019
Service Desk Coordinator
UTS College
02.2017 - 10.2018
Quality Assurance Specialist
CSR Edmonds
11.2016 - 02.2017
Quality Assurance Specialist
CSR Edmonds
01.2016 - 03.2016
Client Advisor - Electricals
Bunnings
09.2015 - 11.2016
Senior Product Implementation Manager: Electrical Systems
Cool Plus
01.2014 - 05.2015
Group Product Owner - Electronic Control Unit
Robert Bosch
05.2013 - 05.2014
Hardware Lab Engineer
ETAS
02.2012 - 05.2013
Technician: Engine Test Bed
Robert Bosch
12.2011 - 02.2012
Gies College of Business - University of Illinois
Master of Business Administration (iMBA) from Course delivered online via Coursera.
TAFE, NSW
Advanced Diploma of IT from Organisational Development (Change and Transformation), Business and Policy planning, implementation, and governance.
Gies College of Business - University of Illinois
Management, and Organisational Leadership from Specialisation Certification
University of Technology, Sydney
Bachelor of Science from Course Discontinued.
BOSCH, Bangalore, India
Trade: Electrical and Electronics from Specialising in Robotics, Embedded Systems, Computer Numerical Control (CNC) Programming, and Mechatronics.
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