Mike Ching
Service delivery · ITSM Leadership & client services
sujith.ching@gmail.com +420 722 925 543 Resides in Prague, Czech Republic
Profile
Service delivery and customer operations leader with tier-one B2B experience at Telstra: people management, SLAs, escalation, multi-vendor coordination, and ITIL Foundation. Since 2018, independent consulting (60+ engagements) on operating models, process design, stakeholder communication, and accountable handover. Applying for Service Delivery Manager at Suncorp.
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.