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Phillip Travers

Operations and Service Delivery Manager 

Work History

Sep 2002May 2015

Operations and Service Delivery Manager

Australia Post National Service Desks

Operations and Service Delivery Manager for the Australia Post National Service Desks. Managed all facets of the operation for 12 years. Supporting 30,000 customers located at 4400 Post Offices and Corporate sites 24/7. Overseeing a team of up to 35 staff handling 300,000 customer contacts per year.

  • Experienced in budget, cost management and responsibility for cost control.
  • Extensive experience in an outsourced environment and working with external vendors
  • Customer advocacy process developed across service desk teams and worked with online services to provide a better level of service and information
  • Contract negotiation and development
  • ITIL certification and experience working within the framework
  • Ad hoc setup of Service Desks from 2 to 10 FTE to support hardware and software deployment activities within Australia Post and providing a resources on demand model.
  • Introduced Knowledge, Change, and Problem management workflows into the service desk
  • Change managed teams through numerous organisational and technology related changes.
  • Developed  scheduling and quality assurance tools to ensure quality and meet service levels in the most cost effective manner. 
  • Continually worked with transition to support project teams to ensure service desk had the right knowledge and process to provide support.
  • Developed Knowledge management system and incorporated into workflow 
  • Worked to strict SLAs and developed KPIs for staff based on clear measurables
  • Extensive experience working with outsourced and third party providers

June 2015Present

Senior Operations Co-ordiantor Vic/Tas

Wilson SECURITY

Senior Operations Co-ordinator for Victoria and Tasmania. In this role I manage the operations team overseeing 5000 staff and subcontractors from multiple organisation across 300+ sites. Directly managing a team of 7 rostering co-ordinators providing scheduling services, compliance management, human resource management, reporting and analysis for all sites across Victoria and Tasmania. 

  • Managing staff by exception based reporting
  • Leading team through major change in support tools
  • Managing compliance for award and legislative requirements Interpretation and adherence to multiple awards.
  • Interpreting costing models to ensure compliance. Managing escalations from clients and guards. Process re-development and queue management.

Achievements:

In my short time in the position I have made an extensive number of changes that have completely changed the way the team works addressing a number of problem areas which impacted all facets of the business. I have detailed these below 

  • Introduced pre-accrual invoicing process to improve the time taken to process invoices. Reducing the time period to pay invoices from months to same week.
  • Developed new daily variations process rolled out to all sites to improve flow of information, reducing pay and roster errors from sites.
  • Developed new on site rostering tool that improved the visual look of rosters and solved a number of problems relating to adherence and interpretation of information provided.
  • Developed exceptions reporting to manage the compliance of staff and improve the payroll process by reducing the number of pay errors.
  • Developed BI dashboard reports integrating data from multiple sources Proposed and presented plan for off shoring manual aspects of job that if implemented will provide significant benefit to the business
Jan 2000Aug 2002

Team Leader

Teletech Customer Management Singapore

Team leader in charge of a team of 20 agents performing both 1st and 2nd level technical support.

  • Provided high level technical support for SingNet Corporate Customers 24 x 7. Service level Requirement 95/20,
  • Supporting Hardware and Software, Email, Leased Lines, ISDN, Cisco Routers, LAN, WAN, VPN, Managed Firewalls, ATM, Broadband and Desktop support.

Duties

  • Overseeing Operations, Monitoring Key Performance Indicators and maintaining Service Level Agreements (SLA)
  • Managing staff development, Coaching and Quality Assurance
  • Attend client meetings with SingNet Corporate management
  • Provide a weekly report to Accounts manager on Corporate Support operations
  • Roster creation and maintenance
Jun 1998Dec 2000

Help Desk Consultant

Telstra Big Pond

Customer Service Representative For Telstra Big Pond Home Internet Service

Providing support for Telstra Big Pond Home Internet Customers. Supporting the following Operating Systems & Software

  • Windows 95, 98, NT 4, 2K and Macintosh
  • Internet Explorer, Outlook Express

Diagnosing Internet connection and data flow problems involving both hardware and software faults.

Skills

International

Experience working and setting up outsourced services in Singapore

Service Management Tools

ServiceNow ( Knowledge, Change, Incident and Request Management) 

Remedy

Advisory

Call Center and Outsourcing Advisory. Extensive experience in all facets of call center functions including forecasting, scheduling and telephony.

ITIL

ITIL certification and extensive experience working within the framework. Extensive experience in Incident and Major Incident  management.

Excel and MS Office

Advanced skills in Excel including pivot tables, Powerpivot, VBA and basic application development. Extensive experience building dashboard reports.

P/L and Invoicing

Profit and Loss Management. Managed budget of $4 Million. along with client invoicing. 

Education

  • Bachelor of Business  - Charles Sturt University
  • Associate Diploma of Information Technology

Industry Certifications

  • ITIL Intermediate Course
  • ITIL  Foundation Course
  • PRINCE 2 Foundation and Practitioner