Allan Boag
Silverstream
Summary
An experienced manager with a proven, effective, influential, and decision-focused management style, underpinned by attributes of tolerance and empathy. Enjoys interacting with people and is passionate about developing, implementing, and maintaining processes that add significant business value. Able to create an environment for customers and employees that maintains high morale, respect, and trust, while ensuring a commitment to excellence and business productivity.
Overview
32
32
years of professional experience
Work History
Service Delivery Manager – Onsite Solutions Group (Major Accounts)
Datacom
Wellington
05.2016 - Current
- Company Overview: With over 50 years of experience in technology, we have grown to be one of Asia Pacific’s leading, locally owned IT-based service providers.
- Datacom operates across New Zealand, Australia, Malaysia, and the Philippines.
- Acting as the face of Datacom’s Onsite Solutions Group, ensuring the delivery of services when required to a number of Datacom’s major accounts.
- These include ACC, New Zealand Customs Service, New Zealand Post, both Retail and Corporate, Kiwibank, Summerset, NZ Blood, Southern Cross Health Care, IAG, UDC, and others, according to their respective service level agreements.
- I continuously looked for ways to improve performance and reduce costs via support, processes, technology, and documentation.
- Ensuring that any escalations are managed to resolution.
- Actively involved in the successful new client contract agreement and transition of Contact Energy into Datacom.
- Actively involved in the successful new contract agreement and transition implementation of new services into Datacom for Summerset.
- Oversaw and actively participated in the successful renewal of the Kiwibank contract, with increased services.
- Oversaw a number of successful Kiwibank projects, including the removal of the Card Encoders and DC420 power packs from each branch nationwide.
- Currently, in the early stages of the Kiwibank iPad refresh project.
- Set up the scope of services as Datacom sets up network support that was won from Spark last year.
- Managed the 'rescue' of Kiwibank’s IT equipment from multiple locations and agents nationwide.
- Oversaw and managed the remote and onsite support of all my clients during the lockdown from COVID-19 and beyond.
- Oversaw the project and facilitated the stock management, build, and deployment schedule of ACC’s Win10 and Skype for Business refresh project.
- I was thanked by Scott Pickering, ACC CEO, for the work efforts coordinated by me during and after the November 2016 earthquake.
- Managed through mutual process improvements to reduce the number of Customs Aged Calls over 30 days old.
Owner/Operator - Jim’s Mowing Franchise
Self Employed
Upper Hutt
06.2012 - 05.2016
- A lifestyle decision to be closer to the children, alongside the desire and challenge to build my own business, I decided to purchase a Jim’s Mowing franchise
- From zero clients in June 2012 I built the business into one of the largest in the Wellington region
- I had over 100 clients on the books and employed 1 other full time and 2 seasonal contractors
- Sold the franchise to take up the position at Datacom
Service Aggregation Manager
Unisys New Zealand
Wellington
02.2011 - 12.2011
- Company Overview: Unisys has been operating in New Zealand for close to 100 years, serving both large private and public sector organisations, employing some 550 people in New Zealand and over 36,000 people worldwide
- The dedicated Service Aggregator provides account and relationship management services to Ministry of Agriculture and Forestry (MAF)
- Ensured a ‘One Team’ delivery view across all service providers by changing engagement from an individualistic, segregated approach to a unified solutions focussed service and performance improvement collaborative team
- Continued to maintain a high level of customer satisfaction averaging of 8 out of 10 though MAF Information Management (IM) including her vendors by transparently identifying continuous improvement initiatives providing positive impacts to the business
- Initiated and oversaw the delivery of a common set of processes and reports to MAF Operations covering availability and performance
- Unisys has been operating in New Zealand for close to 100 years, serving both large private and public sector organisations, employing some 550 people in New Zealand and over 36,000 people worldwide
- Maintained budget and increased margin from 14% to 27%
Service Delivery Manager/Operations Manager
Unisys New Zealand
Wellington
10.2009 - 02.2011
- Responsible for the overall delivery of technology services to two customer organisations across a range of technical service providers and managing individual vendors to set service levels
- Identifying and resolving process inefficiencies, reporting performance, ensuring large volume of project and change work was completed on time and on budget
Service Delivery Manager
Unisys New Zealand
Wellington
12.2007 - 10.2009
- Acting as the face of Unisys ensuring the delivery of services to MAF and New Zealand Food Safety Authority (NZFSA) according to the service level agreement
- Look for ways to improve performance and reduce costs via support, processes, technology and documentation
Service Delivery Manager
Unisys New Zealand
Wellington
07.2006 - 12.2007
- Acting as the face of Unisys ensuring the delivery of services to the customer including VTNZ, MAF and ACC according to the service level agreement
Application Delivery Manager
Unisys New Zealand
Wellington
02.2006 - 07.2006
- Application Management Services (AMS) is a group created to provide Application Maintenance & Support to on-going Global Outsourcing engagements
- Maintained day-to-day operational and tactical (matrix) management of application based teams including managing the overall AMS organisation, strategic planning, and financial planning / reporting
Delivery Assurance Manager
Bank of New Zealand
Wellington
04.2004 - 02.2006
- Company Overview: National Australia Bank Group is one of the world's largest and most successful financial services groups
- Responsible for representing internal business units including Domestic and International Payments, Credit Cards, Corporate and Institutional Banking, Investments and Insurance People and Culture, Direct Sales and Services and the Customer Contact Centres in both Wellington and Auckland
- Ensuring the delivery of up to 150 daily operational services to these units
- National Australia Bank Group is one of the world's largest and most successful financial services groups
Deputised Property Officer, Traffic Officer, Watch House officer
New Zealand Police
Wellington
08.2003 - 04.2004
Service Delivery Manager
Infinity Solutions Ltd
Wellington
12.2000 - 08.2002
Service Delivery Manager
Comtex Ltd
Wellington
01.1999 - 12.2000
Team Leader / Technical Lead - Operations
Comtex Ltd
Wellington
08.1998 - 01.1999
Operations Support Analyst
Comtex Ltd
Wellington
03.1997 - 08.1998
Senior Operator - Operations
Comtex Ltd
Wellington
05.1995 - 03.1997
Junior Operator - Operations
Comtex Ltd
Palmerston North
05.1994 - 08.1995
Trainee Computer Operator
National Bank of New Zealand
Paraparaumu
07.1993 - 05.1994
Education
08.2002
12.2000
01.1999
08.1998
03.1997
08.1995
National Bank of New Zealand
05.1994
Skills
- People leadership, with management accountability for internal and external teams
- Service level agreements, creator, and accountability for meeting agreed SLA's
- Client relationship management, an effective communicator who builds strong, lasting relationships at all levels with key stakeholders
- Performance improvement, highly flexible, resilient, and adapts quickly to change
- Cost reduction, identification of process deficiencies and gaps, and works actively to streamline those processes
- Vendor management, with significant experience in working with various vendors throughout my career
- Problem solving, significant experience in liaising with and on behalf of both internal, external, and vendors to resolve both large and small issues
- Crisis management requires significant experience in managing both internal priority incidents and natural disaster incidents
- Thought leadership as a representative in a number of internal, vendor, and client business planning sessions
- ITIL IT Service Management, particularly a strong advocate of operational and tactical processes
References
Available on request.
Hobbies and Interests
- Married with three children
- Swimming, soccer, cricket, rugby, softball, landscaping
- Coaching and managing various youth softball and football teams
Professional Development
- ITIL IT Service Management Essentials
- Kepnor Tregoe: Problem Solving and Decision Making
- Unisys Effective Consulting skills
- Effective People Management
- Myer Briggs Type Indicator
- Magic Carpet: The art of Facilitation
- Cohen Brown: Breakthrough Service Performance
- Birkman Method: Results
Accomplishments
- Married, with three children, and a dog
- All sports,
- Totara Park Softball Assistant Coach and Team Manager
- Hutt Valley Junior Softball Assistant Coach and Team Manager
- Upper Hutt Football Junior Grade Manager, Assistant Coach, and Team Manager
- Qualified Swimming New Zealand Team Manager (SwimZone Racing)
- Qualified Swimming New Zealand Timekeeper
- Qualified Swimming New Zealand Inspector of Turns (IOT)
- Qualified Swimming New Zealand Judge of Stroke (JOS)
Timeline
Service Delivery Manager – Onsite Solutions Group (Major Accounts)
Datacom
05.2016 - Current
Owner/Operator - Jim’s Mowing Franchise
Self Employed
06.2012 - 05.2016
Service Aggregation Manager
Unisys New Zealand
02.2011 - 12.2011
Service Delivery Manager/Operations Manager
Unisys New Zealand
10.2009 - 02.2011
Service Delivery Manager
Unisys New Zealand
12.2007 - 10.2009
Service Delivery Manager
Unisys New Zealand
07.2006 - 12.2007
Application Delivery Manager
Unisys New Zealand
02.2006 - 07.2006
Delivery Assurance Manager
Bank of New Zealand
04.2004 - 02.2006
Deputised Property Officer, Traffic Officer, Watch House officer
New Zealand Police
08.2003 - 04.2004
Service Delivery Manager
Infinity Solutions Ltd
12.2000 - 08.2002
Service Delivery Manager
Comtex Ltd
01.1999 - 12.2000
Team Leader / Technical Lead - Operations
Comtex Ltd
08.1998 - 01.1999
Operations Support Analyst
Comtex Ltd
03.1997 - 08.1998
Senior Operator - Operations
Comtex Ltd
05.1995 - 03.1997
Junior Operator - Operations
Comtex Ltd
05.1994 - 08.1995
Trainee Computer Operator
National Bank of New Zealand
07.1993 - 05.1994
National Bank of New Zealand
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