Summary

Overview

Work History

Education

Skills

Accomplishments

Timeline

Wasim Huda

Sydney

Summary

Dynamic Senior IT Service Delivery Leader with over 20 years of experience enhancing enterprise service performance in complex, multi-vendor environments. Proven ability to deliver high-availability infrastructure and elevate ITIL service maturity while fostering strong stakeholder engagement in large-scale government and corporate settings. Expertise in operational governance, vendor management, infrastructure transformation, and risk mitigation positions as a strategic asset for organizations aiming to optimize service delivery. Renowned for stabilizing underperforming services and cultivating a culture of performance accountability across diverse teams, consistently driving improvements and achieving measurable results.

Overview

years of professional experience

Work History

Service Delivery Manager

Transport for NSW/RDS

Parramatta, NSW

01.2019 - Current

Achieved high system availability and performance by managing the delivery of RMS services and technology. Fostered cross-organizational relationships to align business objectives and effectively communicate expectations. Delivered timely resolutions to service issues through a structured engagement framework, minimizing operational disruptions while leading the service delivery team and addressing escalations.
Achieved high client satisfaction through effective management of key accounts. Delivered projects on schedule by coordinating team efforts. Enhanced operational efficiency through proactive administrative support.
Achieved rapid recovery from service interruptions by effectively coordinating incident responses as a 24/7 escalation point. Drove technical resolution efforts that significantly reduced customer impact during incidents.
Ensured effective and timely communication regarding service interruptions to minimize business disruption.
Managed service delivery operations, ensuring compliance with systems methodologies and procedures to enhance service quality and efficiency.
Facilitated root cause analysis and change review processes to identify and implement permanent corrective actions for enhanced system stability.
Oversaw alignment of service level agreements across end-to-end services. Led internal and third-party service review meetings focused on performance enhancement and process optimization. Drove compliance with agreed service level targets from suppliers on an ongoing basis.
Led initiatives to deepen understanding of project changes and their implications for IT services. Advocated for service excellence in project management to facilitate smooth transitions and mitigate potential impacts. Engaged with cross-functional teams to align on service delivery expectations.
Established strong business alignment to foster engagement and ensure consistent service delivery.
Achieved seamless stakeholder collaboration by fostering strong relationships throughout the organization. Championed business requirements and managed end-to-end escalation processes to enhance operational efficiency.
Analyzed potential IT risks and collaborated on strategic risk management initiatives to minimize vulnerabilities.
Oversaw initiatives to maintain and elevate customer satisfaction levels within RMS. Developed clear expectations for IT deliverables to clients and business units. Coordinated with internal IT teams and external providers to establish business expectations effectively.
Analyzed service processes and proposed actionable improvement plans, overseeing their timely execution to drive operational excellence.
Delivered regular and precise management reports to enhance understanding of IT service performance metrics.

Service Delivery Manager/EUC Manager

Goodman Fielder

Sydney, NSW

11.2017 - 12.2018

Directed the delivery of high-quality services to end-user customers while managing service support processes. Cultivated stakeholder relationships to align business expectations with IT team performance. Governed ITIL processes, including incident, change, and problem management, to enhance service delivery.
My other key responsibilities consist of the following:
Delivered exceptional end user computing services by leading frontline support and field services teams. Achieved high levels of user satisfaction through effective management of 1st, 2nd, and 3rd level support for over 4500 users across Australia, New Zealand, and select Pacific Islands.
Oversaw service delivery operations to guarantee compliance with systems methodologies and procedures. Championed initiatives to meet and exceed service quality and customer satisfaction standards.
Fostered collaboration and communication with internal customers and key stakeholders to enhance project outcomes.
Coordinated and led training workshops aimed at improving understanding and execution of IT service delivery processes.
Managed major incidents to facilitate resolution efforts, maintain stakeholder communication, and conduct thorough post-incident reviews.
Promoted service and support in project execution to mitigate service impact and ensure alignment with agreed standards.
Oversaw internal meetings focused on third-party service evaluations, emphasizing quality improvements and process optimization.
Oversaw measurement and reporting of service levels in essential telco third-party contracts to align with established agreements. Collaborated with third parties to finalize service level agreements before operational service transitions.
Ensured high-quality deliverables for service by implementing and maintaining IT standards.
Monitored and evaluated IT service performance, consistently meeting or surpassing key performance indicators.
Developed strategic recommendations for service enhancements and monitored adherence to completion timelines.
Promoted IT objectives by engaging with various departments to enhance communication and ensure alignment on technology-related issues.
Delivered comprehensive service status reports and presentations to enhance IT management decision-making.

IT Service Delivery Manager

Wesfarmers Industrial & Safety

Sydney, NSW

01.2014 - 10.2017

Directed IT service delivery for WIS business, serving a user base of 5000+. Led high-priority incident management processes, focusing on effective communication and escalation strategies. Supervised three operational support teams, ensuring efficient 1st and 2nd level IT support and ERP application functionality.
Championed initiatives that led to receiving the 2015 Wesfarmers Industrial & Safety Development Excellence Award, recognizing exceptional performance and potential. Drove substantial improvements in service delivery KPIs and customer satisfaction ratings, including NPS for the frontline support team. Oversaw enhancements in SLA results for the IT group, contributing to overall operational excellence.
Some of my other key areas of responsibility include:
Achieved improved team performance through effective management of three IT support teams focused on performance management and recognition initiatives. Developed and implemented training programs that enhanced skills and capabilities. Fostered a culture of continuous improvement and promoted the value of IT support to the business.
Conducted thorough assessments to identify and address business process improvement opportunities, ensuring service delivery teams align with strategic IT objectives and current industry trends.
Oversaw incident management processes and enhanced business communication strategies. Led monthly reporting initiatives and conducted trend analysis on recurring outages. Compiled and presented PIR documentation to stakeholders.
Led the review and enhancement of the IT service catalogue to align with customer and stakeholder needs. Developed comprehensive service definitions to structure catalogue content effectively. Championed the adoption of the IT service catalogue to maximize customer engagement.
Applied comprehensive knowledge of service management principles to enhance incident management, request fulfillment, change management, and asset and configuration management processes.
Facilitated monthly client and customer meetings to review service level results and discuss KPI measures and targets.
Developed and reviewed IT policies and procedures within WIS IT, ensuring alignment with all ITSM processes and functions.
Achieved improved service quality for customers by implementing key continuous improvement initiatives within operational IT teams. Analyzed monthly customer survey results and NPS data to inform ongoing enhancements.
Championed the adoption of innovative solutions within the business, driving significant cost benefits through successful implementation of ITSM refresh, ERP replacement, and Office 365 transition.
Analyzed budgetary needs and executed cost-saving initiatives within IT support function to optimize resource allocation.
Achieved enhanced service delivery through the adoption of innovative practices in IT service management. Drove the integration of emerging technologies, resulting in improved operational efficiency. Delivered valuable insights that influenced strategic decision-making.

National Service Desk Manager/ Relationship Manager

KPMG

10.2011 - 01.2014

Directed IT service operations team to serve as the main point of contact for all IT inquiries from KPMG employees across Australia/NZ. Cultivated strong relationships between IT and audit business unit to optimize service delivery according to contractual obligations. Led initiatives to enhance operational efficiency and service quality.
Directed incident management processes as project owner for successful Remedy on Demand implementation. Championed initiatives that resulted in a 12% increase in customer satisfaction index for the team within one year. Led the establishment of a comprehensive career development framework. Initiated an accolades program that enhanced internal survey results by 15%. Fostered improved engagement levels between IT services and the audit group.
Some of my other areas of responsibility include:
Oversaw customer service initiatives by acting as the primary liaison between customers and the business. Communicated current solutions and assessed customer interest in upcoming IT innovations.
Facilitated effective communication between audit business customers and IT by simplifying complex IT concepts. Developed strategic partnerships with senior internal leaders, enhancing IT service delivery through personalized support. Championed customer needs by coordinating with IT teams to present tailored solutions that improved overall satisfaction.
Oversaw strategic deployment of IT business initiatives, ensuring alignment with organizational goals.
Facilitated seamless integration and operational stability of new technologies following go-live phases to enhance production efficiency.
Oversaw project involvement for medium to large scale initiatives to enhance vendor collaboration.
Executed strategies for developing, implementing, and reviewing service operations performance, maintaining alignment with agreed service levels.
Streamlined internal and external resource deployment to fulfill service commitments as outlined in SLAs and underpinning contracts.
Streamlined and monitored service operations procedures, enhancing the management and dissemination of critical knowledge required for optimal service delivery.
Facilitated effective customer communication by ensuring all interactions were recorded in ITSM tool.
Compiled and evaluated reports to support effective decision-making and enhance strategic initiatives.
Designed and launched targeted marketing campaigns to enhance brand visibility and service awareness.
Managed customer interactions by applying best practices in relationship management, resolving issues to maintain high satisfaction standards.
Developed and communicated performance objectives for teams and individuals in alignment with strategic goals. Facilitated ongoing feedback sessions to foster growth. Mentored team members to maximize their impact and achieve desired outcomes.
Cultivated a culture of continuous improvement by modeling effective people management behaviors aligned with company values and encouraging innovative thinking.
Optimized IT operations to align with business objectives through the application of established best practice frameworks and methodologies, such as ITIL.
Executed service enhancement initiatives in response to insights gathered from customer surveys, marketing strategies, and evolving business requirements.
Identified and analyzed recurring IT issues to facilitate the implementation of targeted solutions.
Cultivated strategic partnerships with various IT teams through ongoing engagement with support managers and team leaders. Coordinated with IT managers to align operational and project objectives, driving the successful delivery of services and improving service levels for clients.
Implemented strategies to establish a resource-sharing culture that minimizes understaffing impact and supports cross-skilling initiatives.
Administered operational level agreements and underpinning contract service levels to ensure compliance with business objectives.

Manager – Service Desk Operations

Commonwealth Bank of Australia

11.2010 - 10.2011

I managed three Operational Support teams consisting of 45 team members responsible for provisioning IT & application support to 44,000 internal bank employees. Operating in a 24x7 environment, my team was accountable for meeting all IT related enquiries and problems for numerous business groups of the bank whilst achieving SLAs.
Key achievements areas: Cost efficiency through instilling cross skilling initiative which resulted in downsizing of the team without compromising the Quality of Service. Participation in Outsourcing review for IT Operations Infrastructure. Improvement in the customer satisfaction rating by 8% for the bi-annual Customer Survey results.
Some of my other areas of responsibility include:
- Proactively drive continuous improvement initiatives through cross-skilling, instilling positive culture by putting the customer first through proper prioritisation, improving the quality of service provided through call recording & monitoring along with quality assurance checks etc.
- Liaise with various stakeholders such as Project Teams/Change Advisory Board to ensure all Service operations requirements are met when transitioning projects through to Operations. This also involves forecasting volumes and resourcing appropriately to ensure operational teams are equipped accordingly.
- Manage key customer and stakeholder relationships, ensuring their ongoing service satisfaction. Ensure that incidents escalated to Service Provider Groups both internal as well as outsourced partners such as HP, Telstra and Verizon are monitored and resolved within Service Level timeframes, while keeping the customer informed.
- Act as an escalation point for business representatives where specific investigation of functional issues is required along with High Priority Incident Management.
- Apply CBA’s people management policies to effectively manage such issues as occupational health and safety, recruiting and on-boarding new staff, setting KPI’s, creating development plans, supervising work, providing formal & informal feedback, carrying out disciplinary procedures when necessary, recognising and rewarding staff, etc.

Service Desk Manager – Shared Business Services

Boral Pty Ltd

10.2007 - 11.2010

I set up and managed the Shared Services Service Desk at Boral, which was responsible for handling and troubleshooting all enquiries from customers and suppliers related with IT, Accounts and Payroll.
Key achievements areas: Winner of Individual Everest Award for 2008 – Awarded in recognition of “Transactional Efficiency & Looking after our People”. Formulated and implemented the Shared Services Support desk model for the company which was a hugely successful initiative that returned significant benefits for the group.
Some of my other areas of responsibility include:
- Ensure the effective and efficient staffing, operational planning and overall management of the Service Desk Team in order to maximise customer satisfaction. Extensive experience in the recruitment and selection process for the service desk.
- Provide weekly reports on team performance against SLA metrics (e.g. Grade of Service, Abandonment Rate, Total call log and resolution % etc.). Monitor and manage resource scheduling (Rosters, annual and sick leave) to ensure SLA metrics are met at all times. Management of Service Desk Budget to achieve or exceed financial targets as stated in the Operational budget
- Collaboratively work with Management team to develop a culture of Service Excellence aimed at improving transactional efficiency and frontline effectiveness of the businesses through the quick resolution of incidents at first point.
- Identify recurring incidents and work with Incident and Problem Manager to identify workarounds and long term solutions.
- Responsible for continuous process improvements within the team and driving success for individuals. Develop and implement competency based framework for developing support analysts in line with “promote from within” culture. Identify areas of support knowledge/experience weaknesses. Implement and review ongoing training needs analysis and ensure these are actioned. Set objectives and KPIS for all direct reports in line with improving support skills and knowledge

Incident Management Team Leader

ING Direct

03.2005 - 10.2007

- Monitor and co-ordinate resolution of incidents and requests that require hand off to internal or external resolver groups. Daily monitoring of phone queues and outstanding incidents and requests. Co-ordination of escalated team issues. Daily and weekly team meetings to review performance, setting weekly targets and recognition of staff efforts.
- Manage staff availability, leave and workforce planning. Proactively obtain customer feedback to understand and analyse customers’ expectations of service deliverables, and communicate customer feedback to Service centre staff.
- Provide regular updates on team performance while representing the team on achievements and potential issues. Align and fine tune service improvement initiatives within the team. Liaise with peer Team leaders to ensure consistency of strategy and service across teams. Provide input on Service Centre strategy, along with direct reports to Manager of the Service Support. Continuously seek ways to improve Service Centre processes and operations.
- Identify training gaps affecting quality of service and allocate the necessary training to staff. Responsible for ensuring high quality of data captured on tickets through reviews and liaising with Quality Assurance and Training Officers on training programs

Incident Manager

ING Australia

11.2002 - 03.2005

Desktop Consultant

IBM GSA

07.2000 - 11.2002

Mainframe Helpdesk Analyst

Westpac Banking Corporation

04.1998 - 07.2000

Education

ITIL Intermediate (Practitioner) - Operation Support & Analysis

09-2012

ITIL V3.0 Foundation Certificate - undefined

08-2012

CommLeader for Managers - undefined

05-2011

Emotional Intelligence & Leadership for Managers - undefined

04-2011

Influential & Strategic Leadership - undefined

01-2011

Breakthrough Service Performance - undefined

11-2010

Conflict Resolution - undefined

04-2009

Process Analysis Methodologies - undefined

12-2008

Targeted Selection Interviewer - undefined

10-2007

ITIL V2.0 Foundation - undefined

01-2003

A-Levels (HSC) - undefined

University of London, Oxford

01-1993

O-Levels (SSC) - undefined

University of Cambridge

01-1991