Kim Eaton

Senior Consultant


Strategic and adaptable ITSM Specialist with 14+ years of experience in the federal government, including 12+ years in ICT. Demonstrates expertise in continual service improvement, change and release management, project leadership, and problem management for diverse clients across multiple sectors. Seeks to continually improve and streamline processes, policies, and procedures, improve visibility, and ensure business continuity and operational excellence.

Expertise

  • Service design

  • IT Service Management

  • Process development

  • Data analysis and synthesis

  • Framework development

  • Workshop facilitation

  • Maturity assessment

  • Change Management

  • Continual Service Improvement

Qualifications

  • IT Service Management:

  • ITIL4 HVIT

  • ITIL v3 RCV, CSO, Operations

  • SIAM Foundation

  • Project Management

  • Scaled Agile Framework (SAFe) Practitioner

  • Prince2 Practitioner

  • Positive Leadership

Nationality

  • Australian

Relevant Experience

Very Large Government Agency (80,000+ employees)
Governance Service Delivery Manager, SIAM Service Integrator
Kim led a team of 18+ process managers and coordinators, providing expert governance across key ITIL processes, including Change, Release, Problem, Incident, Request, Knowledge, Catalogue, Configuration, and Risk. Under his leadership, the team consistently met and exceeded SLA and KPI targets in a high-demand environment. Kim's focus on continuous service improvement (CSI) enabled his team to deliver high-quality initiatives, driving operational excellence and value.

Very Large Government Agency (80,000+ employees)
Governance Change and Release Process Manager, SIAM Service Integrator
Kim led the Change and Release Management team, providing expert governance for over 200 change and release managers across both internal and external teams, overseeing the deployment of 1400+ changes weekly. His role also involved chairing senior executive decision boards, ensuring strategic alignment and effective decision-making at the highest levels.

Large Government Agency (20,000+ employees)
Governance Release Process Manager, Service Integrator
Kim led the Release Management team, overseeing the end-to-end release process and ensuring seamless governance across both internal and external teams. He successfully managed quarterly deployment cycles, coordinating over 100+ changes and 400+ dependent deployment steps with precision. As the key escalation point for all releases, Kim's expertise and experience enabled him to streamline complex processes, mitigating risks and deliver flawless, high-impact deployments.

Medium Government Agency (5,000+ employees)
Lead Change and Release Manager, Application and Infrastructure Service Provider
Kim successfully led the Change and Release team for a leading application and infrastructure service provider supporting a federal government account. He was instrumental in delivering seamless Business-As-Usual (BAU) deployments as well as major projects, including critical upgrades to financial systems. These upgrades empowered international organisations to securely process digital transactions exceeding $1 million, ensuring efficiency, security, and scalability.