Huong Mai

Principal Consultant

Huong is passionate about IT Service Management and applying ITIL processes in order provide best practices to achieve change for clients. Huong is motivated to learn new skills on a continual basis to continue developing professionally and personally. Huong believes in having a strong work ethic and working collaboratively with all teams. She has excellent people skills and strives to get the best out of people to achieve the required outcomes.

Expertise

  • ITSM Process analysis and improvement

  • Framework development, Service & Process design

  • Business analysis and requirements elicitation

  • Operating model design & development

  • Workshop facilitation

  • Solution development

  • Stakeholder engagement & management

  • Project Management & Operational delivery

Qualifications

  • Bachelor of Business Information Systems,
    Royal Melbourne Institute of Technology (RMIT)

  • Certified ITIL V3 Foundation

  • Certified ITIL V3 Intermediate in (Operational Support & Analysis, Release, Control & Validation, Service Offerings & Agreements and Continual Service Improvement)

  • Certified Prince 2 Practitioner

  • Certified Tester Foundation Level (ISTQB)

Nationality

  • Australian citizen

Relevant Experience

Large Agency (1001-10,000 employees)
Principal Consultant, ITSM & SIAM Design
Fresh Tracks was engaged in July 2023 (on-going) to assist the Department with its Strategic Sourcing Program that encompass a new target state for its IT Service Management and Service Integration & Management design and development and evaluating potential Service Providers to fulfil this function for the Department with the vision to uplift and improve the way services are delivered and managed throughout their lifecycle.


Very Large Government Agency (more than 10,000 employees)
Principal Consultant, ITSM Maturity Assessment & SIAM Design
Our customer was tasked with operationalising the Service Integration & Management framework , which is integral to coordinating and orchestrating its foundation IT Service Management function. Huong worked across the Department’s Service Management branch to capture information and baseline the current state of maturity and capability (using CMMI based assessments) across the ITSM function. Huong then developed a recommended improvement roadmap to improve maturity and prepare for the introduction of SIAM.

Very Large Government Agency (more than 10,000 employees)
Service Integration Lead
Our customer was implementing a multi-vendor environment where a vendor governs IT processes and services via a Service Integration and Management framework. Huong’ was responsible for ensuring that all parties worked collaboratively to ensure seamless delivery of activities during the implementation project. Huong worked as a bridge between vendors and client to ensure that project tasks and milestones were completed during Service Transition and that the Operations teams received all the resources that were required to support the services.