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Extensive experience and knowledge in delivering customer satisfaction by global IT Service Delivery organisations. Previously responsible for running support operations out of Sydney for Baan Customer Service & Support covering Asia Pacific Japan. Currently active in the IT Service Management arena assisting large enterprise including ANZ National, ACC, Racing Board, HIQ and others in managing their IT transition. Consulting to and leading technology companies into new markets including Australia, New Zealand & India. Past National Executive Committee Member, Acting Vice President & Acting Treasurer at itSMFnz. Past Executive Committee Member, Wellington Indian Association; active at India NZ Business Council Wellington. Published author, reviewer of ITSM books, part time blogger, tweeter, speaker, writer, presenter on IT Service Management, Lean Management & India - and on their intersections. Specialties - IT Service Management; Requirements, SLAs, Vendor Management, Contracts, Service Catalogues, Pricing, Service Desks, Transition, Process Improvement; - LeanIT; one of the few globally who has very successfully applied Lean Management principles to IT processes; - India, NZ or Australia; a "local" in all 3 for companies wanting to enter and market their products and services in any of these countries.