Experience

Feb 2024 - Current AI Consultant at City of Yarra

– Successfully conducted ITIL processes assessment to design
a 3-year strategical plan for higher maturity to matured
service delivery.
– Worked with stakeholders to manage IT Services outsourcing
tender, including requirements gathering, publishing
tender, evaluating the responses, shortlisting vendors,
Transition to selected vendor.
– Managed cyber security incident plan for IT security,
tabletop exercises, awareness sessions, implementation of
CSIP.
– Managed Service transition from PMO to support.
– Designed ITSM roles, successfully recruited various roles.
– Successfully contributed to AI working committee for future
AI implementation

Jan 2023 - Dec 2023 Senior Project Delivery Manager at Yarra Trams

– Successfully designed, deployed Process, tool – Service Now
as per business needs.
– Manage the stream of projects to deliver the business
requirements for ICT continuity (DR) and Mobile Device
Management projects.
– Successfully audited and produced maturity assessment
results for current ITIL processes and provide Service
Improvement plans.
– Managed the resources and stakeholders and Project
Governance.
– Provided the 15% reduction in asset identification time in
first 2 weeks.
– Designed and implemented integration between Maximo,
Service now.
– Managed system integration projects that integrate the data
from Maximo-ServiceNow-SCCM and MDM.
– Engaged with various stakeholders throughout the lifecycle
of the projects to manage the projects for their successful
delivery.
– Led and managed multiple projects, primarily focusing on
vendor selection, vendor assessments against tender
requests, project objectives, timelines, and budgets.
– Managed vendors during the transition as per agreed
contracts, timelines, and resources.
– Worked with vendors 3rd party vendors to negotiate and
deliver contracts to their partners for implementation
services.
– Conducted and documented requirements for project delivery.
– Managed Service Desk deliverables through the 3rd party to
achieve business outcomes.
– Managed the project phases – Planned, scheduled, monitored,
and reported on project-related activities, ensuring the
project achieved the milestones against the business case.
– Been an active participant in monthly AI workshops.

June 2018 - Dec 2022 Customer Service Delivery & Support at SKAEL

– Successfully designed and structured Engineering,
Artificial intelligence Product strategy, support, customer
success practices. Built global teams to align product,
engineering, and marketing strategies. Set up teams across
the globe
– Demonstrated leadership in aggressively pursuing the
company’s objectives, successfully prioritising resource
allocation in higher growth markets and taking tough
decisions on underperforming areas.
– Successfully implemented customer success charter,
including onboarding new customers and land expansion
within the customer environment.
– Successfully delivered programs/projects to various
customers across the globe with a 95% success rate.
– Appointing partners to sell, serve customers, and set up
programs for their success.
– Set up a framework for the Customer Advisory Group and
conduct it quarterly to provide product roadmaps, seek
customer inputs and deliver introductions to critical
customers.
– Worked closely with the product teams as the trusted
internal partner for customers’ voices.
– Best year of achieving 17% growth in existing accounts and
80% customer retention
– Successfully maintained critical internal and external
stakeholder relationships for greater customer satisfaction
and product enhancements.
– Driving leadership internally and externally to represent
the company and technology for market adoption.
– Owned CS function including but not limited to financial
forecast, organisation structure, expansion, account
management and budget forecasts.
– Implemented ITSM framework for service management,
including but not limited to Incident, problem, asset
management, major incident management, change, release
management processes.
– Implemented Project Management office to delivery internal
and external projects.