Thinkahead Consultant Psychologist Pty Ltd

Customer Success Manager

• Facilitate a smooth onboarding process for new customers.
• Develop and deliver onboarding materials, training sessions, and support resources.
• Proactively engage with customers to understand their needs and ensure continuous value from the Hatch platform.
• Conduct regular check-ins and business reviews with customers to assess satisfaction and identify improvement opportunities.
• Collect and analyze customer feedback to inform product improvements.
• Collaborate with the product team to prioritize and implement customer-driven enhancements.
• Define and document onboarding and engagement processes.
• Create best practices and scalable solutions for customer success initiatives.
• Monitor and interpret user and application engagement metrics.
• Provide insights and reports to internal teams to drive product and service improvements.
• Develop and conduct training programs for customers to maximize platform adoption and utilization.
• Provide ongoing support and troubleshooting to ensure customer success.

Platform Success Manager

Security Engineer

• Lead the design, governance, standardization, and day-to-day operational effectiveness of AHEAD's physical security technology environment.
• Develop security systems standards, manage system lifecycles, and recommend new physical security technologies.
• Ensure technologies drive measurable operational outcomes across the business.
• Serve as a key partner to internal stakeholders and external security integrators focused on real estate projects, site builds, and operational improvements.
• Establish and manage key performance indicators for physical security systems to improve reliability, governance, and scalability.

Senior Manager, Physical Security Systems, Operations

ServiceNow

• Guiding various project teams and Client organizations on how to use Agile/Scrum practices and values to delight AHEADs Clients
• Guides assigned project team on how to get the most of out self-organization
• Guides assigned project teams on self-organizing to fill in the intentional gaps left in the Agile/Scrum frameworks
• Assesses the Scrum maturity of the project team and organization and coaching the team to higher levels of maturity, at a pace that is sustainable and comfortable for the project team and Client organization
• Removes impediments and/or guides the team to remove impediments by finding the right personnel to remove the impediment
• Builds a trusting environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem-solving
• Facilitates getting work done without coercion, assigning, or dictating the work
• Facilitates discussion, decision making, and conflict resolution
• Assisting with internal and external communication, improving transparency, and radiating information
• Supporting and educating the Product Sponsor, especially on grooming and maintaining the product backlog
• Providing all support to the team using a servant leadership style whenever possible, and leading by example
• Perform analysis of utilization of resources for projects in execution and measuring for future resource allocation needs
• Establish and drive ongoing development and tracking of additional services revenue opportunities within the client’s environment
• Understands client needs and matches them to relevant services or products; manages client expectations
• Understands and communicates goals and critical success factors for the project; sells ideas persuasively and paces the communications properly (Communication)
• Plan and coordinate all aspects of technical projects from initiation through deliver
• Ensure service delivery success and Client satisfaction through effective project management
• Manage project initiation activities, which include the identification of contractual obligations, client needs and goals, existing situations, and necessary contacts. Gain access to existing information as needed
• Develop, define, and execute project plans, project scope, activities, schedules, budgets and deliverables
• Identify needed resources for projects while defining and assigning major project roles
• Coordinate activities and tasks among project team members, other internal departments, and client or vendor/subcontractor organizations as needed to meet project goals, and ensures project completion is on schedule, within budget constraints, and of the appropriate quality standards for the project scope
• Assign and monitor work of project team, providing technical and analytical support and direction
• Interface with clients on technical matters as needed
• Manage project risks, issues/problems, and activity progress to ensure project goals (e.g., deadline, scope and quality) are achieved
• Assist with problem resolution or risk mitigation as needed
• Manage the integration of vendor/subcontractor tasks as well as track and review vendor/subcontractor deliverables, if appropriate for the project
• Conduct project closure activities to formalize and communicate the project acceptance, handover documentation, and ongoing activities. This includes completing a post-implementation review to identify areas of improvement
• Identify project management coordination process gaps or areas for improvement. Recommends and implements solutions
• Utilize Ahead systems (Salesforce, financialforce, etc….) to maintain updated project information

Senior Project Manager – ServiceNow

• Guiding various project teams and Client organizations on how to use Agile/Scrum practices and values to delight AHEADs Clients
• Guides assigned project team on how to get the most of out self-organization
• Guides assigned project teams on self-organizing to fill in the intentional gaps left in the Agile/Scrum frameworks
• Assesses the Scrum maturity of the project team and organization and coaching the team to higher levels of maturity, at a pace that is sustainable and comfortable for the project team and Client organization
• Removes impediments and/or guides the team to remove impediments by finding the right personnel to remove the impediment
• Builds a trusting environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem-solving
• Facilitates getting work done without coercion, assigning, or dictating the work
• Facilitates discussion, decision making, and conflict resolution
• Assisting with internal and external communication, improving transparency, and radiating information
• Supporting and educating the Product Sponsor, especially on grooming and maintaining the product backlog
• Providing all support to the team using a servant leadership style whenever possible, and leading by example
• Perform analysis of utilization of resources for projects in execution and measuring for future resource allocation needs
• Establish and drive ongoing development and tracking of additional services revenue opportunities within the client’s environment
• Understands client needs and matches them to relevant services or products; manages client expectations
• Understands and communicates goals and critical success factors for the project; sells ideas persuasively and paces the communications properly (Communication).
• Plan and coordinate all aspects of technical projects from initiation through deliver
• Ensure service delivery success and Client satisfaction through effective project management
• Manage project initiation activities, which include the identification of contractual obligations, client needs and goals, existing situations, and necessary contacts. Gain access to existing information as needed
• Develop, define, and execute project plans, project scope, activities, schedules, budgets and deliverables
• Identify needed resources for projects while defining and assigning major project roles
• Coordinate activities and tasks among project team members, other internal departments, and client or vendor/subcontractor organizations as needed to meet project goals, and ensures project completion is on schedule, within budget constraints, and of the appropriate quality standards for the project scope
• Assign and monitor work of project team, providing technical and analytical support and direction
• Interface with clients on technical matters as needed
• Manage project risks, issues/problems, and activity progress to ensure project goals (e.g., deadline, scope and quality) are achieved
• Assist with problem resolution or risk mitigation as needed
• Manage the integration of vendor/subcontractor tasks as well as track and review vendor/subcontractor deliverables, if appropriate for the project
• Conduct project closure activities to formalize and communicate the project acceptance, handover documentation, and ongoing activities. This includes completing a post-implementation review to identify areas of improvement
• Identify project management coordination process gaps or areas for improvement. Recommends and implements solutions
• Utilize Ahead systems (Salesforce, financialforce, etc….) to maintain updated project information

Project Manager

• Lead the project planning, execution, and delivery within scope, budget, and aggressive timelines.
• Coordinate cross-functional teams including network engineers and architects to ensure project objectives are met.
• Serve as the primary point of contact for customers, driving regular communication, progress reporting, and expectation management.
• Identify, document, and actively manage project risks, dependencies, and issues, ensuring timely resolution and escalation as required.
• Develop and maintain project documentation including project plans, risk registers, status reports, and customer-facing updates.
• Manage change requests and scope adjustments in coordination with stakeholders and technical teams.
• May include the planning, and coordination of migration waves, including dependency management and cutover activities.
• Depending on project requirements, oversee and organize application testing efforts, ensuring validation and readiness for post-migration operations.

Senior Project Manager – Network

Operations

• Manage transaction lifecycle from quote to cash – identify account requests and coordinate/manage internal support team resources to ensure customer satisfaction
• Review, manage, and maintain pipeline and forecast with assigned Client Directors. Schedule regular/reoccurring meetings to review opportunities that need to be added and/or updated in Salesforce.com
• Work independently with assigned customers to address questions/issues and provide timely solutions; engage with internal/external support team on resolution
• Assist in structuring deals with Client Directors. Prepare customer pricing and proposals for assigned accounts using the parameters set by assigned Client Directors per account
• Work with assigned Client Directors to develop and maintain vendor relationships in order to gain improved communication, increased discounts, and fast turnaround on registration/special pricing requests
• Accept all customer orders; verify bookable documents are complete and accurate prior to booking
• Coordinate monthly meetings with accounts receivable to review invoice aging reports and past due invoices for assigned accounts
• Develop and maintain Client Profiles for assigned accounts. Maintain records pertaining to past quotes in order to strategically provide current quotes and proposals.
• Provide ‘value-add’ services to assigned accounts as requested) SLA, PPT, presentations, order history, etc.) while having a clear understanding of the client’s internal structure and process

Client Operations Specialist

• Act as engagement lead on customer engagements
• Communicate project roles and responsibilities to project team members while planning, monitoring, appraising, and reviewing project objectives.
• Enforce policies and procedures for each project
• Achieve operational objectives by:
• Contributing information and recommendations to strategic plans and reviews
• Preparing and completing action plans
• Implementing production, productivity, quality, and client-service standards
• Resolving problems
• Determining system improvements
• Implementing change
• Meet financial objectives by forecasting requirements, quoting services, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Lead delivery of cybersecurity projects in identity, access, and data protection domains, including assessments, design, implementation, migration, remediation, and operationalization efforts.
• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
• Coordinate project execution across consultants, architects, engineers, customer stakeholders, and partner vendors to ensure delivery quality, milestone attainment, and issue resolution.
• Manage RAID logs, project dependencies, change control, decision tracking, and executive status reporting for security engagements.
• Drive client governance cadences, including kickoff sessions, status meetings, risk reviews, steering updates, and acceptance/sign-off checkpoints.
• Ensure projects follow repeatable delivery standards, documentation requirements, evidence collection expectations, and quality gates.
• Partner with technical leads to align delivery plans to security controls, testing, cutover, validation, and post-implementation support needs.
• Manage multiple concurrent security engagements and shared resources across pods or workstreams while maintaining schedule and risk governance.
• Enhance departmental and organizational reputation by accepting ownership for accomplishing new and different requests while exploring opportunities to add value to job accomplishments.
• Develop budgets and track budget expenses.
• Provide performance management feedback for project aligned resources based on project observations.
• Staff projects appropriately and supervise team members.
• Manage team members in a proficient and effective manner
• Promote process improvement.
• Must pursue professional self-development opportunities on a regular basis.

Project Manager – Security Services

Full-stack Engineer

• Own the bench-level configuration process for enterprise servers, storage, and networking platforms from incoming inspection through final configuration sign-off.
• Develop and maintain system configuration plans and port mapping for single systems and small clusters, including IP addressing, VLAN assignments, and logical connectivity.
• Perform initial power-on, firmware/BIOS/UEFI updates, and hardware validation per project standards.
• Install and configure Linux and Windows operating systems, hypervisors, and base software images according to customer or internal build standards.
• Develop and maintain golden images, automation scripts, and configuration checklists for repeatable, high-quality builds.
• Diagnose and resolve hardware, firmware, and software compatibility issues in coordination with customers and vendors, escalating when appropriate.
• Capture and maintain configuration documentation (as-built configs, inventories, serials, IP plans, port maps) in the appropriate systems of record.
• Provide input to labor estimation and pre-sales assessments for configuration-heavy opportunities.
• Provide production floor support for configuration issues and deviations, working closely with Manufacturing and System Verification teams.

Product Engineer

Software Engineer

• Requesting quotes from vendors and providing a formal estimate for products and services.
• Creating item and part numbers within AHEAD Foundry’s intranet system.
• Creating and maintaining Engineering work instructions.
• Executing performance/benchmark testing, and other activities as assigned.
• Provide production support as needed.
• Other tasks as assigned.

Engineering Technician

• Coordinate with stakeholders to gather requirements
• Translate business requirements into technical specifications
• Assist with client demos, working sessions, and workshops
• Maintain documentations and Knowledge articles
• Contribute to projects/programs that may address future concepts, products, and technologies
• Serves as the single point of contact for all sprint work for the other BA/BPCs on the team
• Help to direct more junior members of the team
• Assist with managing SDLC related ceremonies

ServiceNow Business Analyst

• Participate on project teams to deploy solutions on the ServiceNow platform
• Lead a team of technical delivery resources
• Lead development and testing activities on ServiceNow
• Lead in the architecture and design of complex solutions
• Lead the creation of written deliverables
• Lead client demos and working sessions
• Lead integration design sessions and deployment
• Participate as technical expert in client workshops
• Influence direct team members and external customers regarding policies, best practices and procedures
• Mentor junior staff and support project leadership
• Obtain and maintain certifications with associated qualifications

Senior Technical Consultant – ServiceNow

• Interfaces with customer executive sponsor to create their platform roadmap and shape demand for enterprise consumption.
• Establishes regular cadence with clients to maintain product roadmap and ensure alignment to expected outcomes.
• Maintain strong relationships and ensure highest level of customer satisfaction.
• Serve as primary point of contact and escalation point to address client concerns.
• Play a major role in client kickoff and onboarding process for each new assigned client.
• Effectively articulate business cases and problem statements to technical delivery teams.
• Participate in the staffing and recruiting efforts for additional delivery team resources.
• Day-to-day team resource engagement/direction to ensure continual progress on client projects.
• Monitor KPIs to ensure team production and client profitability.
• Maintain in-depth product knowledge of the ServiceNow platform.
• Participate in industry events as needed.
• Participate in marketing events as needed.
• Develop and build relationships with other AHEAD sales, pre-sales, and delivery team members.
• Identify opportunities to upsell/cross-sell additional CDI products and services.

Platform Success Manager – ServiceNow

• Key member of the Leadership team.
• Manage a team of support administrators, engineers and/or technical leads within the Security Operations Center
• Develop service management strategies and identifying staff, tools, and specialized support to ensure processes are providing maximum efficiency.
• Primarily responsible for security event monitoring, management, and response
• Ensure incident identification, assessment, quantification, reporting, communication, mitigation, and monitoring
• Ensure compliance to Service Level Agreements and Objectives, process adherence and process improvisation to achieve operational objectives
• Revise and develop processes to strengthen the current Security Operations Framework, review policies and highlight the challenges in managing SLAs
• Responsible for team & vendor management, overall use of resources and initiation of corrective action where required for Security Operations Center
• Perform threat management, threat modeling, identify threat vectors and develop use cases for security monitoring
• Responsible for integration of standard and non-standard logs in SIEM
• Creation of reports, dashboards, metrics for managed security operations and presents to leadership team
• Coordination with stakeholders, build and maintain positive working relationships with them
• Responsible for team development including product training, threat analysis, managed security services and soft (people) skills
• Creation of career path framework from Tier 1 to Tier 3 and beyond.
• Support the managed security specialist sales team with customer relations
• Maintenance of regular cadence with customers to ensure satisfaction and continued service development.
• Travel 20%

Senior Director, Managed Security Services – Solutions Delivery

Solutions Engineer

• Serve as a national cloud security resource, supporting opportunities across all AHEAD regions
• Strategize and execute technical sales calls in partnership with sales representatives
• Be a thought leader within the Solutions Engineering organization, responsible for designing, architecting, and consulting for AHEAD clients in the cloud security domain
• Partner closely with delivery leadership to ensure proposed solutions align with how AHEAD executes and delivers for our clients
• Support sales teams during engagements by providing advice, solutions, and proposals optimized to meet customer technical and business requirements
• Complete required pre-sales documentation (configurations, pricing, services, presentations, justifications, etc.) quickly and accurately
• Qualify sales opportunities in terms of customer technical requirements, decision-making process, and funding
• Define cloud security strategies for clients, size and design cloud security products, and leverage subject matter experts across AHEAD to scale effectiveness nationally

Specialist Solutions Engineer – Cloud Security

Engineer

• Provide **day-to-day support, administration, and monitoring** of clients’ AWS cloud infrastructure.
• Participate in **weekly status calls** with clients to review open issues, planned changes, and improvement recommendations.
• Assist in designing and developing **automation solutions** for monitoring, scaling, and managing cloud workloads.
• Configure and tune AWS-native and third-party tools focused on **cost optimization, security, and compliance**.
• Prepare and present **monthly operational and performance reports** for client environments.
• Troubleshoot issues related to compute, storage, networking, IAM, and deployments in AWS.
• Support incident, problem, and change management processes using internal service management tools.
• Ensure cloud infrastructures follow **best practices** for reliability, scalability, and efficiency.

Platform Success Manager

Senior Manager, Physical Security Systems, Operations

Senior Project Manager – ServiceNow

Senior Project Manager – ServiceNow

Senior Project Manager – Network

Client Operations Specialist

Project Manager – Security Services

Product Engineer

Engineering Technician

ServiceNow Business Analyst

Senior Technical Consultant – ServiceNow

Platform Success Manager – ServiceNow

Senior Director, Managed Security Services – Solutions Delivery

Specialist Solutions Engineer – Cloud Security

Associate Engineer – Cloud, AWS