Mark has over 14 years experience within the University sector and has held senior positions within IT and Service Improvement portfolios. Director: Service Transformation Office,
The University of South Australia, December 2012 – Present. Improving productivity, service outcomes and achieving strategic targets. Leading a team of project managers and senior project officers to transform university services. Organisational wide scope including processes, technology, people and structure.
Benefits include eliminating significant amounts of unnecessary and low value administration, increasing customer satisfaction, increasing revenue, reducing costs, improving organisational culture and reducing risks.
Completed projects include...
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UniSA Education Futures
Focused on developing education professionals, UniSA Education Futures contributes to innovation in education practice through quality teaching, learning and research excellence.
Mark has over 14 years experience within the University sector and has held senior positions within IT and Service Improvement portfolios. Director: Service Transformation Office,
The University of South Australia, December 2012 – Present. Improving productivity, service outcomes and achieving strategic targets. Leading a team of project managers and senior project officers to transform university services. Organisational wide scope including processes, technology, people and structure.
Benefits include eliminating significant amounts of unnecessary and low value administration, increasing customer satisfaction, increasing revenue, reducing costs, improving organisational culture and reducing risks.
Completed projects include university wide reviews of
Research support structures and processes, Student load planning and Service presentation models.
Project Director: Service Improvement, The University of South Australia, June 2012 – December 2012 (7 months).
The Service Improvement Project is a long-term initiative tasked with improving administrative services and organisational structures across the University.
To date the project has completed process and structure improvements across three of the four Faculty's within the University. This incorporates the restructuring of professional staff positions within the Faculty Office and each School.
A key outcome is to ensure the right staff are placed in the right roles in the right structure. Significant process re-engineering also occurs to streamline services, release staff time and improve customer satisfaction.
The Service Imrpovement team is comprised of 18 staff with a broad range of skills including change management, process improvement and project management. Manager, Systems Improvement: The University of South Australia, April 2011 – May 2012 (1 year 2 months).
Conducted a University wide review of admissions and developed recommendations to improve the conversion of prospective students and increase their satisfaction levels. Conducted a University wide review of casual staff hiring, on-boarding and payment processes and developed recommendations to maximise efficiencies and the new starter experience. Business Improvement Program Manager: University of Adelaide, January 2008 – March 2011 (3 years 3 months).
Transformed University appointment and on boarding processes. Conducted a review of PhD admissions resulting in recommendations to improve enrolment numbers. Developed a program that released 45 minutes per person per day via improved email behaviours. Conducted various other processes reviews resulting in improved service outcomes, higher customer satisfaction and faster processing times.
General Manager, Information Technology Services:
The University of Adelaide, January 2007 – December 2007 (1 year).
Responsible for all aspects of University ICT (Strategic planning, budget, applications, infrastructure, service delivery). The IT department consisted of 120+ staff. Manager, Desktop Management Services: University of Adelaide, January 2004 – December 2006 (3 years).
Responsible for the provision of Service Desk, Desktop Support, Audio Visual, Standard operating environment, Service level agreements, Incident, Problem and Change management. Recent qualifications attained include a MBA and Lean Six Sigma Black Belt.
