Ben Cavanagh

Background

About Ben Cavanagh

I currently manage the Area9 Service Delivery team, consisting of Level 1, 2, 3, Networking and Datacentre engineers. I have been with Area9 for several years and the working environment and culture is great. We deliver services to a diverse range of organisations and service types. Previous I have been delivering and managing the delivery of desktop services to the NTG Multi Service provider outsourced contract for 20 years across a range of roles and lines of service in the Desktop and Server Contract (DS1). I have long standing relationships with key NTG ICT stakeholders and Service Providers with a detailed understanding of the key OSP contracts and NTG agencies. This allows me to respond rapidly to client requirements across a range of areas and to identify areas for improvement. During my time with DS1 I have managed and been involved in a range of changes to the NTG environment and systems and have assisted my teams in transitioning through these changes. I have led a diverse range of teams including EUC Engineers, Service Desk Engineers, Server Engineers, SOE Engineers and Security roles, delivering high quality outcomes managing to Service Levels and Key Performance Indicators. My teams have delivered services in all Metro, Regional and Remote locations across the Northern Territory. I have acted in the Service Director’s role on numerous occasions attending weekly Service Delivery forums and responding to Service Delivery escalations. I oversaw and implemented the Not Fit for Purpose replacement project to replace desktop computers to facilitate the move to Windows 10 across all agencies and sites in the Northern Territory. It is key in my role to monitor performance standards, identifying any failures or poor performance and analyzing failures to identify improvements. I have implemented multiple service improvements to address and enhance performance standards. I have authored and published multiple work instructions and procedures during my time with DS1 and have a sound knowledge and understanding of the implementation of policies and standards. I have worked with a range of government roles, including NTG Contracts, NTG Service Delivery and NTG ICT Staff and have developed strong interpersonal relationships and communication paths.