At Kinetic IT, I managed onboarding for service providers in a multi-vendor SIAM environment. I standardised ServiceNow configurations and aligned providers to the Common Service Data Model.
I established performance metrics for seven providers and used visual task boards integrated with ServiceNow to automate over 800 onboarding requirements. I also identified and mitigated risks and issues during onboarding.
At Singtel Optus Enterprise Business, I improved incident and vendor integration processes. An incident aging review process reduced unresolved network-related incidents by 30%, and shared reporting dashboards improved visibility with Nokia.
Earlier, at Virgin Australia, I helped introduce critical incident management processes across the airline and reduced MTTR through Problem Management by over 70%. My service management work is supported by ITIL, SIAM, and AgilePM qualifications, along with an Australian Government Baseline security clearance.
