Transport for NSW

Service Delivery Manager

Service Delivery Analyst

As a dedicated IT Operations Service Operator at Transport for New South Wales, I am the first line owner for ensuring service availability and integrity across the Transport Cluster. My role is pivotal within the IT Command Centre Major Incident Team, where I manage a range of Service Management activities, collaborate with internal IT teams, and oversee vendor partnerships to guarantee seamless day-to-day operations.

Key Responsibilities:

    Proactively utilise monitoring tools and systems to manage suppliers, agencies, and IT Infrastructure and Applications.
    Monitor and respond to events and alerts promptly, ensuring effective resolution for IT services.
    Manage and triage events/incidents, ensuring proper escalation and focused attention.
    Contribute to coordinating Major Incident Management processes, conducting trend analysis, and driving continuous improvement.
    Support the management of Change, Release, and Security activities.
    Develop and maintain IT Command Centre standards, documentation, and processes.
    Lead efforts in continual service improvement to enhance operational efficiency.

Achievements:

    Successfully monitored and managed major incidents, ensuring swift resolutions and minimal impact.
    Evaluated, deployed, and managed IT services in alignment with rigorous service delivery standards.
    Spearheaded ongoing enhancements in IT processes and services, resulting in optimised efficiency and effectiveness.
    Provided comprehensive onsite and remote technical support, ensuring uninterrupted operations.
    Analysed metrics to identify opportunities for improvement and drove initiatives for enhanced performance.

Completed ITIL 4 Certification in IT Service Management.

IT Operations Service Operator

As an Adjudication Officer, I researched, investigated, and implemented systems in collaboration with stakeholders and management, contributing to the continuous improvement of system implementation. I fostered collaborative relationships with key stakeholders, effectively negotiating solutions for customers. Handling a diverse range of inquiries, I provided expert advice and resolutions to complex issues related to registration, licensing, enforcement sanctions, and vehicle restrictions.

Achievements:

    Led compliance strategy enhancements for increased accuracy and transparency.
    Initiated networking and engagement avenues, driving process improvements.
    Provided guidance to customer team members, ensuring alignment with organisational values and objectives.

Adjudication Officer

In this role, I delivered timely and accurate information to address complex regulatory program inquiries, ensuring compliance and facilitating effective resolution of customer complaints. Through collaborative relationships with stakeholders, I negotiated innovative solutions and enhancements to improve customer experience.

Achievements:

    Strategically embedded enhanced customer service and resolution initiatives.
    Facilitated networking and organic growth opportunities to enhance customer experience.
    Ensured timely completion of law enforcement tasks, enhancing operational efficiency.
    Leveraged automated systems for increased efficiency and streamlined processes.

Senior Customer Enquiry Officer

As a dynamic Team Leader, I led a high-performing team of 10 to deliver customer-centric Human Resources services across diverse TfNSW divisions and agencies. My role was instrumental in driving strategic change management initiatives, ensuring the accurate and timely processing of transactions, and fostering a culture of innovation to boost productivity.

Key Contributions:

    Led a team of 10 employees to deliver efficient and effective Human Resources services.
    Mentored and coached team members, resulting in a high-performance workforce.
    Spearheaded change management initiatives to optimise team structure and performance.
    Ensured accurate and timely processing of various HR transactions, from recruitment to employee development.
    Enhanced productivity by promoting the use of online forms and dedicated group mailboxes.

Achievements:

    Implemented strategies that efficiently closed customer tickets and significantly reduced ticket handling time.
    Elevated system efficiency through strategic automation, resulting in an enhanced customer experience.
    Initiated cross-training programs, equipping staff to provide exceptional service delivery.
    Successfully eliminated manual processes, driving continuous improvement and ensuring compliance.
    Established SMART Team KPIs with a focus on enhancing customer delivery experience.
    Promoted a culture of compliance and corporate governance, ensuring adherence to regulatory requirements.
    Streamlined the induction process, enabling new staff to become proficient and confident rapidly.

Team Leader HR Administration

In my role as a dedicated Shared Services Officer, I played a pivotal role in maintaining the efficiency of automated systems, ensuring accurate processing of personnel transactions, and fostering a culture of leadership development within the team.

Key Contributions:

    Efficiently managed all standard personnel transactions, including recruitment, transfers, promotions, payroll, and more, ensuring accuracy and compliance with organizational standards.
    Led coaching and development initiatives, providing valuable guidance and support to less experienced team members.
    Conducted engaging awareness sessions on key policies and procedures, ensuring managers and employees were well-informed and aligned.
    Fostered open communication and collaboration between departments, managing relationships with HR Advisory and Payroll departments to drive customer-focused outcomes.
    Played a key role in timely report generation and analysis, providing actionable insights and recommendations for further process improvement.

Achievements:

    Streamlined and updated automated systems, ensuring seamless processing of various personnel transactions.
    Championed a coaching and development strategy that empowered team members to excel and grow.
    Successfully conducted awareness sessions, enhancing organizational compliance and employee understanding.
    Strengthened interdepartmental communication, contributing to improved collaboration and customer satisfaction.
    Consistently generated on-time reports, providing critical insights for informed decision-making.

Shared Services Officer

Bayside Council (NSW)

As a member of the Transition Board during the amalgamation of City of Botany Bay Council and Rockdale City Council, I played a crucial role in the integration process, ensuring a seamless merger and effective governance within the newly formed Bayside Local Government Region.

Key Contributions:

    Engaged in monthly board meetings alongside the Administrator and General Manager, Meredith Wallace, to navigate the complexities of merging City of Botany Bay Council and Rockdale City Council.
    Led discussions and updates on the transition process and project milestones, ensuring transparency and informed decision-making.
    Addressed concerns and issues raised by residents and stakeholders, advocating for prompt resolutions to support community satisfaction.
    Initiated dialogue with former councillors from Botany Bay Council, leveraging my unique perspective having grown up on both sides of Sydney Airport, to share insights and contribute to a successful amalgamation.
    Championed the importance of Sydney Airport's Economic Activity and Jobs, aligning with my strong interest in the Aviation Sector.
    Ensured the continuity of advocacy for longstanding projects initiated during my tenure, preventing delays and ensuring their progression.
    Concluded my involvement in July 2017, ahead of the Local Government Elections held in September 2017. In making this decision, I prioritized personal and family reasons. Subsequently, Michael Nagi succeeded me, representing the Mascot Ward, and has been re-elected twice since September 2017.

My role during this transitional period was pivotal in establishing a solid foundation for the Bayside Local Government Region, ensuring efficient governance and effective representation for the community.

Member Of The Board Of Advisors

As an Elected Councillor at the former Rockdale City Council from 2012 to 2016, I was privileged to serve and represent the vibrant Second Ward, which is now recognised as the Mascot Ward. During my tenure, I was dedicated to advocating for the needs and aspirations of the local community, driving positive change, and contributing to the growth and development of our region.

Key Achievements:

    Community Engagement and Advocacy: Actively engaged with residents, community groups, and stakeholders to address concerns and amplify their voices in council decisions. Advocated for projects and initiatives that directly benefited our constituents.

    Infrastructure Enhancement: Successfully championed projects aimed at improving local infrastructure, including roads, parks, and public facilities, to enhance the overall quality of life for residents.

    Environmental Stewardship: Promoted sustainable practices and initiatives within the community, contributing to a cleaner and greener environment. Supported efforts to enhance recycling programs and reduce waste.

    Urban Development: Collaborated with planning and development teams to ensure responsible urban growth that aligned with the vision of a livable and thriving community.

    Public Safety: Advocated for measures to enhance public safety, including improved lighting, pedestrian pathways, and traffic management solutions.

    Cultural and Community Events: Supported and organized various cultural and community events that fostered a sense of unity and pride among residents.

My role as an Elected Councillor at Rockdale City Council was marked by a deep commitment to serving the community's best interests and leaving a positive impact on the local landscape. As we transitioned into a new era following the council's amalgamation, the foundation of collaboration and dedication established during this time continues to resonate in the Mascot Ward's vibrant community.

Elected Councillor

Department of Family and Community Services (NSW)

During my tenure as a Client Services Officer at Housing for New South Wales from October 2006 to April 2014, I played a pivotal role in delivering essential services and support to clients in need. This role was instrumental in addressing client inquiries, resolving complaints, and facilitating maintenance queries within established guidelines.

Key Responsibilities:

    Client Interaction: Effectively managed interactions with clients, addressing inquiries, complaints, and maintenance-related concerns in a professional and empathetic manner.

    Survey Processing: Diligently processed applicant surveys, ensuring that they aligned with housing requirements and eligibility criteria.

    Expert Knowledge: Demonstrated an in-depth understanding of tenancy and housing legislation, providing accurate and reliable information to clients and colleagues.

    Emergency Support: Provided crucial support for after-hours emergency accommodation, ensuring that individuals and families in need had access to safe and suitable housing solutions.

Achievements:

    Disaster Relief Contributions: Actively participated in disaster relief projects, extending vital assistance to individuals and communities facing challenging circumstances. Collaborated with colleagues and stakeholders to ensure that those affected by emergencies received the support and resources they required.

My role as a Client Services Officer at Housing for New South Wales was marked by a dedication to helping clients navigate housing-related challenges and providing timely and compassionate assistance. Through my efforts, I contributed to fostering a sense of stability and security for individuals and families during times of need.

Client Services Officer

News Corp

As an accomplished Advertising Sales Representative at News Corporation, I had the privilege of serving as a pivotal link between businesses and their target audiences through strategic advertising solutions. My focus on driving results and building lasting client relationships set the stage for successful outcomes.

Key Achievements:

    Cumberland Newspapers: Managed advertising sales for Cumberland Newspapers, leveraging a deep understanding of the local market to deliver tailored advertising campaigns that resonated with the community. Collaborated closely with clients to align their business objectives with effective ad placements.

    Daily Telegraph: Played a vital role in advertising sales account management for the esteemed Daily Telegraph, a prominent publication within News Corporation. Leveraged market insights and industry trends to create compelling ad strategies that maximized client visibility and engagement.

My tenure from May 2004 to October 2006 at News Corporation allowed me to hone my expertise in advertising sales, account management, and client engagement. Through a proactive approach and a keen eye for market dynamics, I consistently contributed to the growth and success of businesses across Cumberland Newspapers and the Daily Telegraph.

Advertising Sales Representative

Service Delivery Manager - Transport for NSW | Regional, Delivery & Safety IT | ITIL 4

Hello, I'm Nicholas Mickovski – more than just a motivational presence on LinkedIn. I am a dynamic and results-driven Professional with a wealth of experience across diverse organisations. With over 15+ years in the field, I possess a holistic skill set that spans IT Management, Change Initiatives, Stakeholder & Community Engagement, Digital Transformation, Automation, HR and IT Service Delivery, Risk Management, HR Solutions, Extensive Local Government Experience and Planning & Organisation.

My journey is defined by a unique blend of skills that encompass service delivery, team leadership, and change management. Together, we can embark on a path of growth, transformation, and inspiration, as we collaboratively create a brighter and more promising future. Join me in shaping tomorrow's success.

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