Zhiming (James) CHEN

Key responsibilities

• Lead or support the daily operations of the Change and Release Management team.
• Oversaw the end-to-end ITIL-aligned Change and Release Management processes.
• Chair weekly Infrastructure Change Advisory Board (ICAB) meetings, engaging a large and diverse group of participants.
• Collaborating with various stakeholders to plan and schedule releases.
• Identifying and mitigating risks associated with releases.
• Ensuring all release activities comply with the agency's policies.

Key achievements

• Maintained seamless daily operations during staff shortages by effectively managing workload and priorities.
• Successfully coordinated various releases.
• Chaired weekly ICAB meetings, ensuring timely approvals and stakeholder alignment.
• Delivered executive-level reports and ensured adherence to ICT policy and governance standards.

Key responsibilities

• Overseeing ITIL Change and Release Processes, ensuring adherence to procedures.
• Collaborating with stakeholders for issue resolution and timely project outcomes.
• Creating reports and technical documentation for executive review.
• Identifying opportunities for process enhancements and continuous improvement.
• Monitoring workloads to achieve business goals and suggesting alternative approaches.

Key achievements

• Ensured application of ITIL Change Procedures, maintaining quality for change requests.
• Developed Power BI reports, enhancing efficiency in Change Management tasks.
• Produced reports to address processing issues and enhance processes.
• Coordinated weekly SES meetings, generating high-quality documents.
• Provided critical assistance to stakeholders, including escalation and support.
• Supported weekend release activities and generated executive-level release reports

Key responsibilities

• Providing timely and efficient services for timesheet activities requests.
• Engaging with ICT Project Managers, offering support throughout project lifecycles.
• Generating timesheet reports and collaborating with resource managers.
• Delivering regular capacity and demand reports to team leaders and directors.
• Facilitating demand management and effort assessments, including training.
• Streamlining business processes while maintaining operational standards.

Key achievements

• Ensured timely action on timesheet activities requests, enhancing timesheet accuracy.
• Empowered Project Managers with project reports for cost and resource management.
• Identified and corrected timesheet discrepancies.
• Facilitated widespread utilisation of Resource Demand Management (RDM).
• Improved resource allocation through effective utilisation of RDM reports.
• Fostered innovation within the team and contributed to process improvements.
• Actively participated in learning and knowledge-sharing initiatives.

Key responsibilities

• Providing support to service delivery staff, facilitating training and development.
• Analysing performance data and producing reports for leadership.
• Identifying training needs and building capabilities through coaching.
• Ensuring accuracy and quality of work through review and monitoring.
• Establishing relationships to resolve policy matters and enhance business performance.
• Contributing ideas for efficiency improvements in service delivery.
• Exercising appropriate delegations based on guidelines.

Key achievements

• Developed a centralized quality data tracker for monitoring trends and learning needs.
• Created learning materials to bridge knowledge gaps and improve outcomes.
• Facilitated training sessions, including during peak periods and crisis situations.
• Provided technical support and escalation resolution for peer officers.
• Supported staff during critical periods, such as the COV19 peak period.
• Reviewed decisions to ensure high-quality outcomes and customer satisfaction.