Describe what you do on a daily basis
- Ensure the services required by the Sigma business are delivered and available as agreed
- Interact with members of various Sigma parts of the business (including IT) on assisting to solve their issues
- Liaise with the Sigma's vendors on Incidents, planned changes and providing approvals
- Manage a very wide variety of different tasks and activities
- Ensure operational support is provided for Sigma IT services
What are your core responsibilities?
- The delivery of Sigma’s core IT services to both internal and external Sigma customers as per agreed Service Level Agreements
- Managing the relationship with our vendors who provide Sigma with application and network/infrastructure support services
- Ensuring Sigma’s IT core systems components are upgraded to production versions as recommended by our vendors
- Ensuring Change Management is performed in a structured, consistent, and auditable manner to reduce the availability risk to Sigma’s IT services
- Escalation point for unplanned and planned service outages, and for high priority Incidents
- The procurement process for IT software and services
How did you get into the field you are working in?
- Completed an IT Diploma out of High school
- Commenced work as a Trainee Computer Operator
- Worked through a variety of roles with various companies before finding my niche in Service Delivery/Operations
What other teams do you interact with? Or is your job more autonomous?
- My role requires me to interact with most teams within Sigma Healthcare
- I interact with all teams within IT, including our vendors
- Frequently I interact with members of Customer Service and our Distribution Centres
What skills are required in your role?
- Analysis and problem solving
- Clear verbal and written communication
- Working with a large and varied customer base
- Effectively managing a variety of issues and activities
- Clear thinking to ensure decisive courses of action can be taken when under pressure
- A technical background and understanding that provides the base for picking up and supporting new platforms and applications
What do you enjoy the most about your job?
- Interacting with different members of Sigma every day to help solve their problems
- Learning more about the Sigma business
- When planned activities are performed successfully
- The variety of tasks and activities ensures each day is always different
What is the most challenging part of your job?
- The very nature of Service Delivery/Operations means that there is no such thing as a ‘planned day’
- The complexity of Sigma’s applications, platforms and infrastructure can make Incident resolution and change management very difficult
- Working with 3rd party vendors where a significant part of the team is not based in Melbourne and is not in the same time zone
What work achievements are you most proud of?
- Successful operational support and service delivery for recently implemented core SAP systems
- Relationships formed with my teams, both internal and 3rd party vendors
- Ability to successfully transition to roles within different types of business such as FMCG, Agribusiness retail, Utilities and now healthcare logistics
Any advice you would give to others who are looking to move into this field?
- Be always prepared to go outside of your comfort zone to learn and experience new things
- Question everything
- Treat everyone as a customer, and put yourself in their shoes, however this does not mean ‘the customer is always right’
- ‘Document what you do, do what you document’