Richard Witton-Smith
in conversation
with Brendan Cullen
What is your current job title and industry and what do you enjoy the most about both?
Hi Brendan, I am a Global Major Incident (MIM) and Senior Process Manager with Swiss Reinsurance Australia, responsible for leading the MIM; Incident; Problem and Request Fulfilment practices in the Asia region. What I enjoy most is the day to day diversity of my role, the unique challenges I face while constantly engaging with a vast array of brilliant teams across the globe. My goal is to foster a high level of customer intimacy, customer satisfaction and rapid service restoration.
How long have you been an itSMF Member?
Since 2013
What itSMF Membership Benefits do you get most value from? (Select top 3 and/or other if applicable)
What do you enjoy most about being an itSMF Member?
As the NSW State Branch Chair, I find the greatest enjoyment is connecting with like-minded people on all things Service Management. Knowledge sharing, networking and ensuring we deliver the best possible Seminars (Events) for our members is key. The Annual Conference is also a major highlight where I can meet with individuals on a National level and although this year we will not meet in person, I'm really looking forward to the 1 day Virtual 'Unconvention' on the 09th December.
Has being an itSMF Member benefited you professionally?
For sure. I arrived in Australia in 2013 and had
very few contacts in the local industry. Initially I joined as an individual itSMF Member before being approached to join the NSW Committee and thereafter took up the NSW State Branch Chair in 2019. This has enabled me to gain valuable insights in the Service Management industry in Australia, while building a network and gaining exposure outside of my day-to-day role. Being a itSMF Member has also enabled me to use the ITIL Online publications to complete a number of ITIL courses.
What ITSM related certifications do you hold, if any?
ITIL Foundation V2/3
ITIL Intermediate Strategy/Design/Transition/Operations/CSI
IPPS Professional Problem Management
Certified
MCSE Microsoft Certified Systems Engineer
What has been your biggest workplace or career challenge and how did you face it?
Moving from a technical background (Microsoft) in to the ITSM space as a Global Request Fulfilment Manager approximately 10 years ago. It was major shift in the roles I had performed previously and a very real adjustment. The ITIL Foundation and Intermediate courses were a brilliant knowledge source to bring me up to speed in the Service Management world and assisted during those initial years' while my practical experience grew. I wouldn't change the direction I have taken as I believe Service Management is the glue between high performing IT and Business teams.