Profile
Service delivery and customer experience leader with 10+ years in tier-one B2B ITSM, including people management for teams supporting Commonwealth Bank of Australia at Telstra. Strong in SLAs, incidents, multi-vendor coordination, and escalation with centre and service delivery management. Since 2018, independent practice for owner-led businesses (60+ engagements) in tourism, hospitality, gem trade, and professional services: enquiry workflows, operating models, and AI-assisted delivery with human judgment on client-facing work. ITIL Foundation. Seeking service delivery, customer experience, or customer operations leadership.
Capabilities
- Service delivery & operations leadership (tier-1 B2B clients, multi-vendor ecosystems)
- Customer experience & escalation judgment
- People manager and team leader: coaching, KPIs, performance cycles
- Incident / request / SLA mindset; service level & delivery partner coordination
- Stakeholder communication with centre and service delivery management
- Process improvement, training, work instructions, service improvement plans
- Positioning and clarity in customer-facing touchpoints
- Cross-functional delivery leadership through handover; AI-assisted workflows for documentation, enquiry triage, and handover (human-in-the-loop on client-facing work)
Impact
Independent practice
- 60+ engagements (2018 to present); repeat sectors: tourism, hospitality, gem trade, professional services.
- Tourism and hospitality, gem trade (B2B), and professional services: portfolio delivery, enquiry paths, and operating models clients could run; outcomes include Vogue, Singapore Airlines, and national press; USD $5M investment and market trust on one gem-trade engagement; millions in reach and national coverage (Channel 9, Today, Daily Telegraph) on one professional services program.
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
Independent practice
Customer experience, service delivery & digital operations
- 60+ owner-led businesses: from weak or no meaningful online presence to enquiry-ready brands, sites, and workflows.
- Lead cross-functional delivery: creative, technical, and field partners; schedule, communication, handover, adoption.
- AI-assisted workflows across engagements: faster documentation, enquiry triage, and delivery checkpoints; owners stay accountable for client-facing decisions.
- Tourism and hospitality, gem trade (B2B), and professional services: portfolio delivery across properties and operators; enquiry paths and partner-ready presence; outcomes include Vogue, Singapore Airlines, and national press; USD $5M investment and market trust on one gem-trade engagement; millions in reach and national coverage (Channel 9, Today, Daily Telegraph) on one professional services program.
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.
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)
Mike is my Catholic name; formal name S.A.N. Ching. References available on request.