Mick Ciccia

Senior Consultant

Mick is a proven Service Delivery Advocate with over 20 years’ experience in numerous aspects of IT Support and Service Management using ITIL methodologies.

Mick has both Government and Commercial experience in roles reaching across IT disciplines; Service Design, Management, Delivery, Improvement, Transition and Support.

Expertise

  • IT Service Management

    • Design

    • Transition

    • Delivery

    • Improvement and uplift

    • Events

  • IT Service Integration and Management (SIAM)

  • Process mapping and design

  • Asset Management

  • Change Management

Qualifications

  • ITIL v3 Foundation

  • ITIL v3 Release Control and Validation (RCV)

Nationality

  • Australian Citizen

Relevant Experience

Very Large Agency (10,000+ employees)
ITSM Consultant

Mick was responsible for the development and documentation of an uplifted Hardware Asset Management solution, focusing on execution of the process in a multi-vendor / SIAM environment.

Mick was also responsible for defining and designing an uplifted VIP and Ministerial support process to improve the speed and efficacy of onboarding of new stakeholders and for the delivery of ICT equipment and applications.

GBG Plc
Service Delivery Manager – greenID

Through its ‘greenID’ SaaS solution, GBG Plc is the Australian market leader in digital fraud prevention. greenID verifies end user identities to ensure its Financial, wagering and Government customers are protected against digital actors and fraudsters.

As the Service Delivery Manager, Mick was responsible for Engineering Development support services, Technology partner/supplier relationships, platform reporting and monitoring. Event, change and major incident management rounded out a very fast paced role in a high demand, commercial technology environment.

Large Agency (2000-10,000 employees
Assistant Director; Service and Supply Management

As the sole member of the Service and Supply Management capacity, Mick was responsible for stakeholder and supplier management for both internal and external providers. A focus was to ensure that service levels and contractual obligations were met. The role also managed software licensing for both infrastructure and endpoints, including cloud usage and billing management.

Large Agency (2000-10,000 employees)
Assistant Director; IT Change and Problem

Mick was responsible for establishing an IT Change Management capability. His role owned and managed the IT Change Management Lifecycle. The role also owned and led the IT Change Advisory Board. Mick established and maintained strong working relationships across the business, increasing and nurturing trust for the ICT branch.