1. Graeme SMART Page 1 of 3
Graeme SMART 0418 337 314
I am a Project Coordination and Service Delivery specialist with over 15
years experience in IT.
I’ve supported customers in finance, government, gaming and
I have particular experience in establishing new customer sites,
relocating large teams, implementing new processes and reorganising
With a clear grasp of scoping and reporting requirements and ITIL best
practice, I am able to apply my broad industry knowledge to delivering
first class solutions for customers.
I am committed to building strong relationships. I work closely with
customers and the team to achieve shared goals.
Skills and Strengths
Extensive experience in Project
coordination and Service Delivery
Ability to assess / escalate potential
issues and manage risks
Skilled in reporting and analysis,
communication plans, issue logs
Relationship Management tools
Proven track record of meeting
Strong staff, vendor and customer
Clear working knowledge of
Strong ability to understand
customer needs and offer
Strong verbal and written
Sound judgement and problem
Excellent organisational skills and
ability to multitask
Broad knowledge across a range of
Ability to facilitate/conduct training
2. Graeme SMART Page 2 of 3
Professional Experience and Accomplishments
Hewlett Packard - Enterprise 2002 - 2016
Senior Delivery Analyst
Main Customer: Bank of Queensland
Assist program managers and customers with successfully scoping and planning then
delivering to agreed plan.
Prepare regular reports on activity and performance. Provide action plans to improve the
performance. (Service Level Agreements met saving ~$15K per month).
Analyse process issues that affect client service delivery. Ensure that ITIL standards are
maintained where appropriate. Consistently exceed customer expectations.
Responsible for performance of BAU deskside delivery. (~50 per month – tight SLA’s).
Remotely coordinate staff and vendor teams on site. Work with builders, Telcos etc.
Assist the customer to scope and complete adhoc requests. Bridge between customer and
account BAU/Project teams.
Act as key escalation point for deskside Service Delivery.
Successfully coordinated on site delivery of customer’s massive branch expansion (up to 200
new branches over 2 years).
Dynamically adapted processes to support customers refit program achieving minimum
disruption to branches and ATMs with high customer satisfaction overall.
Established and maintained very productive relationships with key customers, support teams
Subject Matter Expert for Field Support Delivery during recent successful account rebid.
Customers: BoQ, TabCorp, GMH, CBA, Fonterra
EDS / HP 1997 - 2002
Regional Deskside Support
Single point of contact for regional IT delivery matters for federal government customer.
Assisted Customer Relationship Manager in defining customer requirements, translating these
into business proposals and then delivering effective outcomes.
24/7 – one hour response for onsite support at critical customer sites.
Directly responsible for the local IT environment while working closely with management in
Canberra to ensure that national standards were maintained.
Implemented new IT and telephony initiatives.
Customer – Australian Customs Service
Successfully managed the change in relationship from colleagues to business partners after IT
support was outsourced.
Maintained customer services, meeting tight SLA’s (24/7 – one hour response).
Integrated a new Customer Service Manager and several new assisting staff members into
the customers’ business environment.
3. Graeme SMART Page 3 of 3
Australian Customs Service (Australian Border Force)
Regional IT Service Delivery / Workplace Trainer / Customs Officer
Applied my knowledge of all facets of customs work to provide support and development
Assisted line managers with business initiatives relating to IT
Lead recruit groups through one year training courses. Conducted short courses.
Boarding Officer - responsible for vessel, people and cargo clearance
Preventive Officer seaport and coastline / airport terminal / commercial cargo
Rose through the ranks from general recruit to Senior Inspector, mainly in the preventive area
Successfully switched from operations to Information Technology and was part of the team that brought
modern IT to the organisation
Learned and applied the skills of workplace trainer
Defence - NAVY: Williamstown Dockyard Material Division
Materiel Division - Purchasing and stock control
Building /Electrical trade: UK & Europe
Surveying, erecting, maintaining neon and other signs across UK and into Europe
Defence - NAVY: Directorate of Naval Accounts
NPAC - Albert Park Barracks
Summary of Training
ITIL Foundations 2010 & 2014
Microsoft Office – Advanced
CRM Tools - HPSM, DW Peregrine, CAMS
Workflow – Aldea, Aires
Incident management - Kepner Tregoe
Novell Enterprise & NEC PABX administration
Workplace Train the Trainer
Occupational Health and Safety (grad dip)
Travelling (particularly around Asia), Social bike riding, Movies/TV, Good wines
Contact details available on request