1. Paul Sommers Resume
Paul Sommers
7/33 Thornton Street, Surfers Paradise, Queensland, 4217
Tel: 0423 081 020 Email: pasommers@mac.com
1
Summary
A results driven specialist with 20 years experience in Contact Centre and
Service Delivery Management, development, optimisation and virtualisation in
high volume domestic and off-shore operations.
Skilled as an internal consultant in analysing existing operations and
implementing strategies, processes and technologies to improve productivity
and efficiency while reducing costs.
Expert in facilitating organisational change in the workforce to support
operating, financial and quality objectives.
Superior leadership skills, practiced in directing cross-functional, cross-
company teams to design and deploy best practice solutions.
An accomplished leader and speaker with excellent interpersonal and
communications skills, who also has a track record of motivating and
energising teams to produce an outstanding work environment.
Education
2015 Prince 2 Foundation
2010 Apollo Problem Management and Root Cause Analysis
2010 Certificate IV Training & Assessment - TAE40110
2007 ITIL Foundation
Skills Summary
• Customer Relations • Service Delivery
• Employee Care • Workforce Optimisation
• Productivity Improvement • Strategic Planning
• Technology Implementation • Virtualisation
• Major Incident Management • Process Improvement
• Staff Development • Account Transitions
• Training • Operations Management

2. Paul Sommers Resume
Paul Sommers
7/33 Thornton Street, Surfers Paradise, Queensland, 4217
Tel: 0423 081 020 Email: pasommers@mac.com
2
EXPERIENCE
Accenture 2010 - 2016
Role Description
Manage service on behalf of the Customers through execution and
coordination of a variety of delivery teams across Accenture's existing
services.
Appropriately manage projects to exceed customer expectations. Requires a
combination of hands-on contract management and shared service
coordination.
Service Delivery Consultant
Rio Tinto Account
October 2015 – June 2016
As a Service Delivery Consultant on the Rio Tinto account, my role was
responsible for the transition and transformation of Global Rio Tinto Incident,
Critical Incident and Problem processes and procedures to an Accenture
Delivery Methodology (ITIL). During this time I also undertook the role of
Problem Manager for several months while resourcing was taking place.
Responsibilities
 Work collaboratively with all service providers to provide a seamless
delivery of Enterprise services.
 Work collaboratively with all Business Stakeholders in negotiating
approvals for changes to existing process, procedures and tool sets.
 Work closely with the Accenture offshore service delivery teams to
ensuring a seamless, end-to-end provision of all in scope services are
delivered to the client to agreed service levels.
 Discovery, development, implementation, and maintaining the guiding
documentation such as end to end Incident, Critical Incident, Problem
and Communication Manuals and training of the same.
 Acting as Global Problem Manager during the period of resourcing.

3. Paul Sommers Resume
Paul Sommers
7/33 Thornton Street, Surfers Paradise, Queensland, 4217
Tel: 0423 081 020 Email: pasommers@mac.com
3
Accenture Delivery Manager – East Coast Australia
BHP Billiton Account
2010 – October 2015 (5 years)
As East Coast Australia Accenture Delivery Manager my role was responsible
for the seamless, end-to-end provision of global SAP and IS infrastructure
services to16,000 employees in the 28 Assets to globally agreed service
levels and performance metrics.
Responsibilities
 Work collaboratively with all service providers to provide a seamless
delivery of Enterprise services – especially in building a strong
relationship with the Vendor Delivery Managers and the Local Service
Desks based within the Regions.
 Review the performance of the Enterprise Services with the respective
Business and Assets, this included both IS Management and Business
stakeholders.
 Work with the Business and Assets in communicating the support
processes in place for Enterprise Services and to keep the business
informed of changes to the ITIL Service Management Framework.
 Operate as the primary point of accountability for the Business
stakeholders in respect to the delivery of IS Enterprise Services.
 Responsible for managing global significant events such as Half Year
End, Year End and future SAP Releases and implementation and
stabilization of IS transition projects.
 Provide effective and timely communication updates to Group IS
Management and key Business and Asset Stakeholders around any
service effecting incidents or issues.
 Act as the single point of contact for the Business and Assets for any
escalations relating to Enterprise Services including SAP, Applications,
Desktop and Infrastructure – irrespective of which Vendor is
responsible for the services.
 Works closely with the Accenture offshore service delivery teams within
the IDC to ensuring a seamless, end-to-end provision of all in scope
services are delivered to the client to agreed service levels.
 Accountable for commitments made on behalf of Accenture to the
client, including service level agreements, and demand and cost of
delivery.
 Command and Control of Mission Critical outages and incidents.
 Develop, implement, and maintain the Work Plan and other guiding
documentation such as Service management plan, Risk management
plan, Business continuity plan and other important documents for the
project.

4. Paul Sommers Resume
Paul Sommers
7/33 Thornton Street, Surfers Paradise, Queensland, 4217
Tel: 0423 081 020 Email: pasommers@mac.com
4
Significant Projects
 Transition support and stabilization of global transition from SAP R/3 to
SAP ECC 6.0.
 Transition support and stabilization of global transition from Microsoft
Exchange to O365.
 Transition support and stabilization of global transition of Windows
Desktop from decentralized to centralized model.
 Process optimization, transition support and stabilization of global
transition of multiple ITSM toolsets to a centralized Service Now
toolset.

5. Paul Sommers Resume
Paul Sommers
7/33 Thornton Street, Surfers Paradise, Queensland, 4217
Tel: 0423 081 020 Email: pasommers@mac.com
5
Multimedia Lecturer
ACADEMY OF DESIGN
April 2010 – October 2010
Academy of Design is a private college that is the Leading Creative Industries
& Health Sciences college on the Gold Coast. Their reputation over the years
has been built on 'CREATE INNOVATE EDUCATE!' They are a college that
prides its self in staying ahead of the current trends in training and delivery -
and providing a dynamic learning environment for all their students.
Responsibilities
 Engaged to startup, design and teach a Multimedia Course.
 Face to face teaching of print, video and multimedia.
 Creation of lesson plans, assessments and teaching materials.
 Refresh of Apple iMac environment, software and security.
 Obtained my Certificate IV in Training and Assessment (TAE40110)

6. Paul Sommers Resume
Paul Sommers
7/33 Thornton Street, Surfers Paradise, Queensland, 4217
Tel: 0423 081 020 Email: pasommers@mac.com
6
Telstra Materials Service Centre Team Leader/Transition Lead
IBM
April 2008 – April 2010
Moved to Queensland for personal reasons and was immediately recruited by
IBM to establish and run the Varsity Lakes instance of the Remote Support
Centre – a virtual Service Centre with instances in Brisbane, Cyber Jaya in
Malaysia, and Varsity Lakes on the Gold Coast. As Team Manager my role
included the set up of the Varsity Lakes instance of the Remote Support
Centre and then the transition of Telstra Back Office services for Parts,
Materials and Logistics into IBM at Varsity Lakes followed by the transition of
the services to Malaysia (for Level 0/1 work) and Brisbane (for Level 1.5/2
work). This was a challenging role due to the need to centralise the work that
had always been done Australia wide on a local basis. The Service Centre at
Varsity Lakes was to become the single point of contact for the request and
procurement of parts and disposable materials and the logistics associated
with the orders for Telstra Field Technicians Australia wide.
Responsibilities
 Lead Discovery phase of the project, working with the Customer to
document Telstra processes which varied from location to location.
 Facilitation of Organisation Change Management workshops.
 Mapping of current processes into an IBM/ITIL framework,
documenting gaps and working with the Customer to find acceptable
solutions within the IBM/ITIL framework.
 Map current and new processes with Telstra’s Logistics Partners
(TOLL, CEVA, Australian Air Express and Australia Post) and Waste
Management Partners (CMA Recycling, Sims Metal).
 Design processes for Emergency and Crisis orders with CEVA
warehouse staff.
 Learn and document use of Telstra’s SAP MM & SRM applications.
 Design and production of Training Material and Operations Manual.
 Facilitation of Training for IBM and Telstra staff.
 Set up Call Centre (literally unboxing Desktops).
 Initial training and on-going coaching of 10 Consultants.
 Initial training and communications to IBM staff and Telstra staff
Achievements
 Development of Production Readiness Processes for project
engagement
 Co-ordination of crisis teams and logistics during natural disasters
 Design of reporting and the establishment of benchmarks for Service
Level Agreements.
 Design and production of ISO9001 policies, processes, procedures and
work instructions.
 Design of Electronic and Paper Request and Procurement Forms for
Telstra Field Technicians.

7. Paul Sommers Resume
Paul Sommers
7/33 Thornton Street, Surfers Paradise, Queensland, 4217
Tel: 0423 081 020 Email: pasommers@mac.com
7
National Service Desk Manager
KAZ/Telstra
June 2007 – March 2008
Recruited by KAZ to manage, consolidate, and relocate, 4 Service Desks
consisting of 280 staff across major Telstra accounts including National
Australia Bank, QANTAS, Commonwealth Bank, and Australia Post and 50+
KAZ accounts.
Responsibilities
· Restructure of Service Desk for National Australia Bank
· Deployment of Witness Call Recording
· Engage with stakeholders to design a more meaningful Customer
Satisfaction Survey
· Introduction of a single workflow model
· Program Management and Organisational Change Management
· Ensure Business Continuity tested on a regular basis
· Ensure Occupational Health and Safety compliance
· Ensure Security compliance for Government contracts
· Service and cost modeling of New Business
· Design and deploy Executive Support Service Desk for QANTAS
· Reduction of 30 FTE’s within the Melbourne Service Desk.
· Implement and Chair Daily Service Reviews
· Key member of National Australia Bank bid team. Duties included:
Advise on Service Model
Cost model for Service Model and Infrastructure
Pre-sales representative for Service Management
Benchmarking of Service Level Agreements
· Deployment of day-to-day practices within the Melbourne Service
Desk.
· Development of consolidation strategy to reduce 4 Service Centres
to dual ‘Super Centres’
Achievements
 Cost reductions of 450k in contractual penalties.
 Design and implement centralised Service Monitoring Team
 Consolidation of 24 hour operations into centralised location
 Restructure of Major Incident Management Teams
 Remodel workforce planning practices, processes and policies.
 Design and deployment of ITIL framework across multiple centres and
accounts
 Key member of Telstra Call Centre Governance Board. Duties included
investigation of a shared tools infrastructure and advising on Call
Centre Best Practice.

8. Paul Sommers Resume
Paul Sommers
7/33 Thornton Street, Surfers Paradise, Queensland, 4217
Tel: 0423 081 020 Email: pasommers@mac.com
8
Optus IT Service Desk Manager
NCSI
September 2006 – June 2007
PC Tools
Consultant
June 2006 – August 2006
CSC – Computer Sciences Corporation
Multiple Roles
Feb 2001 – April 2006
Global Director, Service Desk Customer Relationship
Management.
December 2005 – April 2006
APAC Service Desk Best Practice Manager
April 2004 – December 2005
Asia Regional Help Desk Manager
September 2003 – April 2004
Red Team Leader (DuPont)
April 2003 – September 2003
NSW Help Desk Manager
February 2001 – April 2003
Optus
Multiple Roles
July 1996 – December 2000
Optus IT Help Desk Manager
November 1999 – December 2000
Optus IT Help Desk Business Analyst
November 1998 – November 1999
Optus IT Help Desk Problem Manager
August 1997 – November 1998
Optus IT Help Desk Analyst
July 1996 – August 1997

9. Paul Sommers Resume
Paul Sommers
7/33 Thornton Street, Surfers Paradise, Queensland, 4217
Tel: 0423 081 020 Email: pasommers@mac.com
9
Organizations Paul Supports
Street Swags
The Smith Family
The Starlight Foundation
Hobbies Paul enjoys
Travel
Photography
iOS Application Development
Paul Volunteers with
AIDC Diploma of Photography Students
Referees
ACCENTURE
Garth Julius
Executive Support Delivery Manager
Relationship: Ex-Manager
SYDNEY WATER CORPORATION
Heather Kingston
Implementation Delivery Manager
Relationship: Co-worker and then Customer (ex-Optus)
AUSTRALIAN INSTITUTE OF CREATIVE DESIGN
Maureen Trainor
Head of Photography
Relationship: Peer