Mike Ching
Service delivery · ITSM Vendor & operations coordination
sujith.ching@gmail.com +420 722 925 543 Resides in Prague, Czech Republic
Profile
Service delivery and ITSM professional with tier-one B2B leadership at Telstra and ITIL Foundation. Experienced in vendor collaboration, incident and change coordination, SLA mindset, and stakeholder communication across business and technical teams. Since 2018, consulting on operating models, enquiry workflows, and cross-functional delivery. Seeking service delivery specialist roles in international retail or enterprise environments.
Capabilities
- Service delivery & service desk leadership (tier-1 B2B, multi-vendor resolver ecosystems)
- People manager: coaching, KPIs, performance cycles, team utilisation
- SLA / incident / escalation judgment; centre and SDM stakeholder communication
- Onsite and remote support operating models; process improvement and work instructions
- Customer satisfaction reporting; continuous improvement and service improvement plans
- Cross-functional and vendor coordination (HP, DXC, Cisco, Accenture-style partner models)
- Training, onboarding, and knowledge transfer for support teams
- AI-assisted workflows for documentation, triage, and handover (human-in-the-loop on client-facing work)
Impact
Independent practice
- 60+ consulting engagements (2018 to present): enquiry workflows, operating models, and adoption clients could run.
- Cross-sector delivery with external partners; outcomes include national press and tier-one brand exposure on select programs.
Telstra
- People manager for service desk teams serving tier-1 B2B clients including Commonwealth Bank of Australia; HP, DXC, Cisco, Accenture, and internal resolver groups.
- Multiple Team of the Year awards; Telstra Super 50 future leaders (SLM/SDM development year); exceed/supersede performance ratings.
Experience
Service Desk Team Lead
- People manager for daily service desk operations on tier-1 B2B accounts; resource coverage, incident prioritisation, client satisfaction reporting.
- Partnered with vendors and resolver groups to shorten mean time to resolve on priority incidents.
- Monthly one-to-one reviews, metrics reviews, and performance documentation; continuous improvement culture.
- Worked with centre management and service delivery managers on SLAs, client expectations, and escalation paths.
- Telstra Super 50 future leaders: one-year development in service level management and service delivery management, completed while holding service desk team lead accountability.
- Multiple Team of the Year awards; exceed/supersede performance ratings.
Independent consulting
Service delivery, operations & stakeholder programs
- 60+ owner-led businesses: operating models, enquiry paths, vendor and partner coordination, and handover with clear accountability.
- Lead cross-functional delivery across creative, technical, and field partners; schedules, communication, and adoption.
- AI-assisted workflows for documentation, triage, and delivery checkpoints; human judgment on client-facing decisions.
Subject Matter Expert / Service Desk Analyst
- SME for service desk technologies and customer-specific requirements; training plans and work instructions.
- Major incident facilitation, SLM mitigation, service improvement contributions.
Service Desk Analyst
- B2B 1st/2nd level support in high-volume contact centre; SLA-driven ticketing and resolver coordination.
Customer-facing roles (hospitality, retail, contact centre)
- Foundation in front-line service, complaints, and team coordination.
Education
- Bachelor of Information Technology (Network Engineering major), Charles Sturt University, 2007-2009
- Advanced Diploma, Telecommunications Engineering, TAFE NSW, 2006-2007
- Diploma in Management, Customer Service Institute of Australia, 2012-2013
Certifications
- ITIL Foundation, AXELOS (Jun 2014)
Legal name: Sujith Ayi Nung Ching. References available on request.