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  • Altona VIC
  • 0466 395 046

Phillip Travers

Operations and Service Delivery Manager 

Work History

June 2015Present

Senior Operations Co-ordiantor Vic/Tas


Functional responsibility and full accountability for supporting the Operations Coordinators and the support for Operations Managers in managing the performance of designated sites within the Wilson Security portfolio. Key objectives of this position include providing visible leadership for coordinators in leave / replacement coverage for Operations Manager; attending customer meetings, acting as a key liaison with Wilson Security National Operations Centre (NOC), tracking, measuring and reporting on key labor metrics and making recommendations to the Operations Manager and Senior Operations Manager for corrective action to be implemented.


    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

    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.


    • 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.



    Experience working and setting up outsourced services in Singapore

    Service Management Tools

    ServiceNow ( Knowledge, Change, Incident and Request Management) 



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


    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. 


    • Bachelor of Business  - Charles Sturt University

    Industry Certifications

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