Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Timeline
Generic
Sue McLean

Sue McLean

Te Whanganui a Tara,WGN

Summary

Pepeha (introduction)

I whānau mai ahau ki Niagara. I tipu aka ahau ki Ōamaru me Ōtepoti. Kei Mākara ahau e noho ana. Kei Te Pane Matua Taiao ahau e mahi ana meh Kaiwhakahaere Matua Ratonga Rongapū ahau.

Customer-oriented General Manager with 20 years of experience focused on increasing performance and expanding organisational performance. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

28
28
years of professional experience

Work History

Transformation Manager

GWRC
01.2024 - Current
  • Led reset and repositioning of Te Hunga Whiriwhiri team of 20 FTE
  • Worked on strategic initiatives, operating models, and service designs
  • Co-creation with stakeholders, focusing on Kaupapa Māori theory
  • Implementation of scrum agile into planning and delivery cycles.
  • Conducted thorough analyses of existing processes, identifying opportunities for improvement and implementing necessary changes.
  • Implemented agile project management methodologies for faster decision-making and improved team collaboration.
  • Monitored project progress closely, adjusting plans as needed to address emerging challenges or changing priorities.
  • Coordinated with other departments to ensure successful integration of new technologies into existing workflows.
  • Enabled culture of continuous improvement by fostering environment where employees felt empowered to suggest and implement innovative solutions.
  • Provided regular updates to senior leadership on status of transformational initiatives, enabling informed decision-making at all levels.
  • Managed change effectively by developing comprehensive communication strategies and providing support to impacted individuals.
  • Established strong relationships with key stakeholders to ensure alignment of objectives and seamless execution of projects.
  • Aligned departmental goals with overall company strategy, ensuring that individual efforts contributed directly to broader success.

General Manager Corporate

GWRC
04.2022 - 01.2024
  • Led 8 professional services portfolios covering diverse portfolios with budget of $34m and headcount of 80
  • Acted as accountable Council Officer for Water Supply and played representative role in Water Reform initiatives
  • Pioneered innovation in Corporate Services, establishing Business Performance team and crafting new Procurement strategy.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performance results.
  • Interacted well with customers to build connections and nurture relationships.

Chief Technology Officer

GWRC
12.2019 - 04.2022
  • Formulated and executed budget-conscious digital strategy, leveraging emerging technologies to resolve technology debt and accommodate diverse end-user needs effectively
  • Oversight implementation of second digital strategy focused on upgrading network infrastructure, ensuring universal device access across country by adopting cutting-edge technologies
  • Pioneered creation of Greater Wellington’s groundbreaking environmental data ecosystem, integrating emerging technologies to establish robust and adaptable data framework.
  • Transformed underperforming business unit with significant technical debt into award winning customer centric delivery team.
  • Led team through significant change with budget of $34m and growth from 17FTE to 50 FTE over 2 years.
  • Created scalable architectures that supported long-term growth strategies while providing flexibility to adapt as needed.
  • Spearheaded digital transformation initiatives to modernize business operations and enhance customer experience.
  • Aligned IT strategy with organizational goals, fostering collaboration between technical and non-technical stakeholders.
  • Reduced total cost of ownership by strategically outsourcing select IT services while maintaining control over critical functions.
  • Cultivated strong vendor relationships, negotiating favorable terms for hardware, software, and support contracts.
  • Established robust cybersecurity protocols, mitigating risks and safeguarding sensitive company information.
  • Laid out complete business continuity plan to maintain data protection in event of natural disaster or long-term outage.
  • Championed data-driven decision-making, integrating advanced analytics tools for predictive insights.
  • Improved user satisfaction by investing in employee-focused IT support solutions that enhanced productivity across organization.
  • Chaired technology steering committees, fostering cross-functional collaboration and ensuring alignment with business objectives.
  • Facilitated ongoing team development and growth through training and professional skills enhancement.
  • Drove innovation and fostered culture of continuous improvement through strategic planning and execution.
  • Represented organization at industry conferences and events.

Digital Services Manager

Transpower
03.2016 - 10.2019
  • Led team of 50 FTE with budget of $42m
  • Managed critical technology supporting key applications, focusing on enhancing digital experiences while championing collaboration to drive successful project deliveries on New Zealand’s only power grid
  • Led efforts to uplift team engagement, promote diversity, and achieve sustainable cost savings, demonstrating commitment to cultural leadership and operational excellence.
  • Established key performance metrics for continuous improvement in digital service operations.
  • Introduced agile project management techniques into development process, resulting in faster project completion times.
  • Evaluated new technologies and industry trends, aligning company strategy with emerging opportunities in digital landscape.
  • Managed budgets and resources effectively, ensuring timely delivery of all digital projects.
  • Negotiated vendor contracts to secure competitive pricing on technology products and services for the organization.
  • Cultivated strong relationships with stakeholders at all levels within the organization by consistently delivering high-quality digital services.
  • Collaborated with cross-functional teams to deliver seamless digital services across all platforms.

Director / Consultant

Self Employed
04.2015 - 03.2016
  • Managed 3 consecutive assignments across Public Sector
  • Independent Management Consultant specializing in customer centric service design, customer journey mapping, and business transformation.
  • Established a reputation as a trusted advisor among clients by providing expert guidance on industry trends and best practices.
  • Increased client satisfaction by implementing innovative consulting strategies and problem-solving techniques.
  • Managed large-scale change initiatives within client organizations, guiding them through successful transformations.
  • Collaborated with cross-functional teams to ensure seamless integration of proposed solutions into client operations.
  • Created and developed detailed work plans to meet business priorities and deadlines.
  • Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
  • Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
  • Developed effective improvement plans in alignment with goals and specifications.

Head of Technology Operations

Kiwibank
06.2014 - 04.2015
  • Led technology operations at Kiwibank, overseeing delivery of shared digital services to various stakeholders.
  • Managed 2 operating environments during significant period of digital transformation.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Established collaborative knowledge sharing of technology change across the bank to reduce impact and mitigate risk

ICT Manager - Solution Centre

IRD
07.2012 - 06.2014
  • Managed Solution Centre at IRD, responsible for ICT services and solutions.
  • Led team of 112 FTE across multiple disciplines in software development and delivery.
  • Cross-trained existing employees to maximize team agility and performance.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
  • Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.

Application Services Director

HP Enterprises
07.2010 - 07.2012
  • Directed application services at HP Enterprises, overseeing delivery of IT solutions to multiple clients.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • Assisted with sales and marketing strategies to foster achievement of revenue goals.

Group Manager Service Delivery

COMRAD (Radiology Software)
03.2008 - 07.2010
  • Managed service delivery at COMRAD, radiology software company
  • Led team of 40 FTE and managed budget of $4m
  • Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
  • Implemented training programs to improve staff skillsets, enhancing overall productivity and job satisfaction.
  • Initiated process improvements that led to reduced costs while maintaining or improving quality standards.
  • Coordinated closely with sales teams to execute marketing campaigns that generated new leads and boosted revenue growth rates year over year.
  • Established strong relationships with key clients, resulting in increased customer satisfaction and retention rates.
  • Collaborated with other group managers to develop best practices for operational efficiency across departments.
  • Supported staff with developing professional skills and abilities, uplifting team performance.
  • Established strong stakeholder relationships for smooth project delivery.
  • Developed and implemented performance monitoring systems to track team progress.
  • Defined clear targets and objectives and communicated to other team members.
  • Established team priorities, maintained schedules and monitored performance.

Application Delivery Manager

UNISYS NZ LTD
07.2004 - 03.2008
  • Managed application delivery at UNISYS NZ LTD, overseeing the implementation of IT solutions.

Service Delivery Manager

GEN-I (Spark)
06.2002 - 04.2004
  • Managed service delivery at GEN-I (Spark), ensuring the successful delivery of IT services.

IT Service Performance Manager

BNZ
10.1999 - 05.2002
  • Managed IT service performance at BNZ, focusing on delivering high-quality IT services.

National Support Manager

FRONTIER SOFTWARE (Payroll Software)
03.1998 - 10.1999
  • Managed national support for FRONTIER SOFTWARE, a payroll software company.

Client Services Manager / Director

CA-SYSTEMS (Now MYOB)
10.1996 - 03.1998
  • Managed client services at CA-SYSTEMS (Now MYOB), overseeing customer support and satisfaction.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Consistently met or exceeded sales targets by proactively identifying opportunities for business development within assigned territories.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
  • Managed a diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

MBA -

Massey University
Wellington, WGN
04.2016

Skills

  • 1

Accomplishments

  • Awarded Best IT Team Culture – CIO Summit 2021
  • Design and build of technology group operating model including consultation and capability uplift. Implementation of Scrum Agile into ICT & Māori Outcomes group at GWRC.
  • Development and delivery of Technology and Data (Digital) strategy at GWRC driving up interoperability through multiple channels, reducing unnecessary cost.
  • Establishment of GW’s first Business Excellence team focusing on service blueprinting and organisational performance.
  • Creation and delivery of operating model and digital strategy for next generation of strategic digital technology services at Transpower (NZ National Grid).
  • Uncovered operational sustainable cost reduction of $1.6m per annum for Transpower technology operations.
  • Outstanding people leader nominee in Greater Wellington Regional Council 2 years running. ICT team nominated for three internal annual awards first time ever in 2021 and continues to be nominated.
  • Establishment of operating model and underpinning service delivery for a Māori Outcomes team within Greater Wellington Regional Council.
  • Nominated and placed in NZ CIO50 - #19 for 2021.
  • Swiftly implemented an operating model that incorporated scrum agile into planning and delivery cycles.
  • Created business model canvas to describe the operating model and its components.
  • Developed service design for Tūapapa and Kaupapa funding model. (Māori / iwi / hapu funding)

Hobbies and Interests

  • Hands on renovation of 100yo house – off grid property and development of private mountain bike park.
  • Mountain biking
  • Painting
  • Travelling
  • Gardening

Timeline

Transformation Manager

GWRC
01.2024 - Current

General Manager Corporate

GWRC
04.2022 - 01.2024

Chief Technology Officer

GWRC
12.2019 - 04.2022

Digital Services Manager

Transpower
03.2016 - 10.2019

Director / Consultant

Self Employed
04.2015 - 03.2016

Head of Technology Operations

Kiwibank
06.2014 - 04.2015

ICT Manager - Solution Centre

IRD
07.2012 - 06.2014

Application Services Director

HP Enterprises
07.2010 - 07.2012

Group Manager Service Delivery

COMRAD (Radiology Software)
03.2008 - 07.2010

Application Delivery Manager

UNISYS NZ LTD
07.2004 - 03.2008

Service Delivery Manager

GEN-I (Spark)
06.2002 - 04.2004

IT Service Performance Manager

BNZ
10.1999 - 05.2002

National Support Manager

FRONTIER SOFTWARE (Payroll Software)
03.1998 - 10.1999

Client Services Manager / Director

CA-SYSTEMS (Now MYOB)
10.1996 - 03.1998

MBA -

Massey University

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Sue McLean