Victoria Leaver

• Leading the Transformation programme for Service Operations
• Acting Customer Delivery Director (CDD) for Managed Operations customers in Wellington and Midlands.
• Established unified Australia & New Zealand Service Operations team to enhance service delivery.
• Led services operations teams of over 160 people in New Zealand, Australia, and Manila to customer portfolio over xxx
• Future focused on automation and AI efficiencies to improve ITSM/ITIL operational processes.

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• Managed daily business operations including budgeting, staffing, and customer service to drive efficiency.
• Directed critical team operations at Datacom, enhancing service management for New Zealand customers.
• Oversaw incident management, problem resolution, change management, and capacity planning for optimal service delivery.
• Implemented Service Asset and Configuration Management practices to uphold asset integrity and compliance.
• Ensured IT Service Continuity Management processes maintained uninterrupted service during disruptions.

• End-to-end ownership of customer co-located IT service delivery, including service operations, project delivery and growth.
• Senior member of the CIO leadership team, contributing to service strategy, roadmap planning & governance.
• Led multidisciplinary delivery teams, driving performance, capability uplift, and operational maturity.
• Accountable for financial management, budget ownership, forecasting, commercial performance, and service growth.
• Oversight of outsourced IT services, contracts, SLAs, risk, and compliance.
• Delivered continuous improvement through automation, process standardisation, and service optimisation.
• Held an active security clearance.

• Managed Datacom process teams for Service and Technical Delivery, Major Incident Management, Problem Management, and Change Management.
• Oversaw business operations with emphasis on profit and loss, staffing, scheduling, customer service, and sales.
• Directed initiatives to enhance workflow efficiency across multiple services.

• Led Datacom Service and Technical Delivery team in Wellington, prioritizing service delivery outcomes and compliance initiatives.
• Conducted regular team meetings to address customer feedback and enhance operational objectives.
• Coordinated interdepartmental efforts to ensure seamless service delivery.
• Cultivated relationships with customers, vendors, and suppliers to strengthen partnerships.
• Managed budget forecasting, resource allocation, and talent management effectively.
• Focused on customer satisfaction and operational excellence in service delivery.
• Streamlined processes by implementing improvements based on team discussions.
• Oversaw sales initiatives, aligning them with organizational goals.

• Engaged with diverse government and commercial clients in Wellington, delivering effective solutions.
• Prioritized sales growth through proactive account planning and performance management.
• Managed presales strategies and pipeline oversight to streamline sales operations.
• Directed virtual teams towards successful sales outcomes and delivery

• Infrastructure as a Service (IaaS) Product Manager for Datacom Cloud Services for Government (DCSG) team.
• Relationship lead with DIA as Lead Agency

• Established strong client relationships to evaluate requirements and suggest appropriate solutions.
• Played a key role in achieving sales success for government accounts like NZ Defence Force and Ministry of Economic Development.
• Directed BNZ contact center activities, maintaining efficient operations within a shared workspace.