alan shepherd
senior service engagement manager
About
A highly experienced Senior Technology and Service Management Leader with a demonstrated ability to deliver successful business outcomes by developing trusted partnerships with IT and business stakeholders. ITIL qualified and an advocate of the ITIL framework, I focus on evolving process and tools to instill a customer centric approach across the organisation and provide a high quality of service to the business. A natural people leader, driving the formation of high performing teams through clarity, transparency and shared leadership. Certifications : ITIL V1, V2 & V3 Foundation; ITIL Operations Support & Analysis V3; ITIL Service and Support Key Leadership Strengths: Effective Leader of change initiatives Passion for building great teams A strong communicator and motivating leader Drives organisational service improvement Achieves business outcomes
australia
melbourne
financial services
service management, project delivery, stakeholder management, incident management, itil, service delivery, it service management, change management, governance, it strategy, sla, business analysis, it management, pmo, business process improvement, management, requirements analysis, sdlc, vendor management, integration, project management, project portfolio management, requirements gathering, software development life cycle
Experience
senior service engagement manager
service management manager
amp
Accountable for the setting up and embedding of all Service Delivery disciplines including incident, problem, change, service desk, asset management, disaster recovery and business continuity. Responsible for the management and governance of vendor relationships and infrastructure partners, delivering to SLAs & KPIs and for driving improvement in the level of customer service.
it web application - delivery manager
amp
* Leading a team of onshore and offshore technical professionals to deliver a complex array of programs, from small to enterprise wide. A pivotal member of the Infrastructure transition project management team responsible for the transfer of outsourced infrastructure partners, services and tools to provide strategic capability and support. Providing senior leadership and support across the Melbourne IT department to guide the delivery of strategic and operational change and enhancements. * Achievements * Significantly reduced operating costs throughout 2012/2013 across IT Production Support * Negotiated substantial cost savings of vendor services and increased offshoring presence for vendor application support services * Managed and delivered large infrastructure programs of change whilst maintaining service and performance levels (Re-tooling, Server refresh, Data Centre Closure) * Successful migration of key business applications on time and to budget without impact to services
its operations manager
esta (emergency services telecommunications authority)
alan shepherd's Contact Information
Phone
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