KK ONG P3O, PMP, Prince2, Agile DSDM, ITIL Foundation & Capability (Service Agreements), ISO 9002 QMS Auditor send2kk@gmail.com +61 (0) 4 505 60 128

Capability Summary

Strategic & Commercial Acumen – Able to differentiate signal from noise in the technological opportunities. Experienced in handling enterprise-wide digital uplifts. 2 major practitioner achievements in pioneering large artificial intelligence (AI) programs (world-firsts: Singapore Airlines & VLine). Numerous AI delivery experiences.

Expertise in developing IT business cases (1-500 million), e.g. capability pivots, cost savings / recovery, revenue capture, risk mitigations. Experience & niche knowledge in contract law, advanced RFP, vendor negotiations, design of high value service & operational agreements.

Dual Role Advantage – 26 years’ delivery track record (Senior PM & BA roles) across airlines, transportation, supply chain, construction, emergency services and governments. Expertise in tailoring right fit waterfall, agile, hybrid delivery styles. Proficient in risk management & financial control. Hands-on experience with data driven process reengineering, working level interactions with architects, data scientists & data integration SMEs in cloud based (AWS) AI systems, complex data integrations (extensive experience).

Relationships, Communications & Influence – Authenticity & people skills foster trust across leadership, teams, customers, vendors & unions. Open, genuine personality appeals to diverse stakeholders, savvy in tailoring right-level communications in large organisations. Tactful in navigating nuanced political environments.

Service Delivery Excellence – Brings onboard best of breed culture & service differentiation techniques from global Fortune 500 service icons (Singapore Airlines, DHL), re-engineering value chains with design thinking and service design expertise, for measurable business impact.

Key Skills, Expertise & Capabilities:

· IT Strategy & Digital Transformation

· Expert Practitioner in AI & Automation Delivery

· AI advocacy & leadership see pg. 4 Contributions

· Access to best data science talents in Australia

· Proficient in integrating AI-Ops visualisation, IoT, digital twins, ML models, RPA/Agentic AI

· Data Engineering, Integration & Migration

· Service Design, UI/UX Uplift, SLA/OLA expertise

· Business Analysis, Problem Solving, Lean 6 Sigma

· Process Mapping, Mining, Re-engineering

· Requirements Gathering, Test Management

· P3O, PMP, Prince2, Agile DSDM Certified

· Scrum, Agile Ways of Working, Hybrid Delivery

· Fit For Purpose PMO & Governance Frameworks

· Advanced Risk Management, ISO 31000 Compliant

· Service Delivery Management - ITIL V3 & ITIL Intermediate (Service Agreement) Certified

· Change Management, ADKAR / Kotter

· Advanced Procurement & Negotiations, Contract Law Savvy, Vendor Management (incl offshore)

· Info Security (ISO 27001) & Business Continuity (ISO 22301), Vic & AU Data Sec & AI Assurance Frameworks, GDPR, DORA, OWASP

Career Snapshot

2022 - present Program Manager Victorian Department of Families, Fairness & Housing

2021 - 2022 Senior Project Manager / Senior BA John Holland (IT Strategy, Commercial & Business Planning)

2018 – 2021 Senior Project Manager V/Line Corporation (Artificial Intelligence Program)

2016 – 2018 Project Manager / Senior BA Jetstar Airways – Engineering

2015 – 2016 Senior BA & Program Analyst Metro Trains – ICT Strategy & Support Services

2014 – 2015 Project Manager / Sr Systems Analyst Toll Transport- GIS & Toll Global Express

2010 – 2014 Service Delivery Manager Country Fire Authority – ICT (Emergency Comms)

2008 – 2009 Program Manager Aero Inventory Australia

2004 – 2008 Project Manager / Cust. Consultant DHL Global Forwarding (Customer Data Integration)

2000 –2004 Global Program Manager Singapore Airlines Cargo – Business Technology

1998 – 2000 Project Manager / Senior Officer Singapore Productivity & Standards Board

Professional Experience

Nov 2022 – present Program Manager

(2 years 6 months) Victorian Department of Families, Fairness and Housing (Corporate IT Services)

Responsible for child protection, family violence & sexual assault prevention, disability services

• Program managed team of 28 (50% KPMG), to deliver large strategic business case (480+ million, strategic renewal of CRM ecosystem, >9000 users) covering child protection, family violence, youth violence, across 810 service providers, 3 agency partners. Handled multiple complex procurements and vendor contracts. 13 million pa avoided IT expenditure, 2.2 million hrs operational efficiencies pa, 8% additional capacity planned, valued at 188 million pa (14+ million budget).

Served dual role as Senior Business Analyst to fill expertise gaps in service design & process optimisation.

• Delivered mission critical system remediation program (team of 10) for legacy Oracle – PeopleSoft CRM child protection case management system (11+ million budget - 12 projects).

Mar 2021 – Nov 2022 Senior Project Manager (AI in talent retention & acquisition)

(1 year 9 months) John Holland Group (IT Strategy, Commercial & Business Planning)

Multi-award-winning Tier 1 Australian construction company

• Delivered HR/HCM digital transformation program (SAP Success Factors - EC Core and Talent Modules), (1.2 million budget) – covering business case, resourcing, brokering divisional agreements for > 7000 staff rollout across 5 divisions, covering extensive workshopping, process re-engineering, change management (ADKAR), training, testing & rollout and hypercare. Admin hours reduction >50k savings pa, attrition reduction benefit ? 450k pa, succession & business continuity.

• Pioneered Reejig Work Intelligence (AI) integration with SAP, driving internal workforce competence, retention and external talent search.

• Developed Enterprise Competency Management System Business Case (2 million Capex).

• Delivered (Senior PM & BA dual role) auto-intranet with workflow integration for construction projects.

• Delivered (Senior PM & BA dual role) workflow digitisation and approvals via Nintex forms.

• PMO Centre of Excellence re-design.

Aug 2018 – Mar 2021 Senior Project Manager – Performance Hub (AI “Predict & Steer” World 1st)

(2 years 8 months) V/Line Corporation

Victoria’s regional rail service, servicing 22 million train & coach passenger trips in 2018-19

• Implemented Performance Hub AI (novel “predict & steer” twin engines) – collaborated with CSIRO D61 (Eureka prize winning team) to leverage data engineering and machine learning to forecast service punctuality & availability, identify future root causes & steer operations performance via intelligent mobile performance prediction & workflow steering app. State-of-the-art user interface design.

Re-engineered congestion-prone operational process (bio-wash), solving a complex problem causing 11% service loss during peak hours. Delivered efficient service recovery process re-design via mobile AI app with union representatives, operations, network control, integrating legacy system data onto cloud.

Major AI leveraged benefits

o Predictive operational performance – new capability to anticipate problems days in advance

o Efficiency in complex service recovery process leading to 30% reduction in service loss

o Significantly enhanced data driven decision making (up to 50% cycle time improvement)

o New operational insight dimensions, enhancing safety, training and compliance efficacy

• Payroll Uplift (PM & Senior BA dual role) – process re-engineering of payroll, leave & claims processes, covering compliance, award interpretation, time & attendance, reporting & analytics (>2400 staff, multiple EBA types). Extensive process re-engineering, data mapping exercise.

• Workforce Management System Uplift (as Senior BA) – integrated legacy staff management system with train crew rostering, release management of system updates and process re-engineering

May 2016 – Aug 2018 Project Manager, Senior Business Analyst & PMO advisory

(2 years 4 months) Jetstar Airways (Engineering Division)

Best Low-Cost Airline Australia-Pacific, voted number 2 low-cost carrier in the world

• Served as Senior BA for an initial 8 months supporting a division-wide risk remediation program (successful delivery of 16 projects) involving people, process & systems.

o Re-engineered parts receipt processes ensuring compliance, reduced cycle-time.

o Delivered workflow automation to facilitate aircraft heavy maintenance planning.

o Facilitated Systems team restructure (role mapping, KYC, throughput assessment, service metrics)

o Developed business case detailing training department restructure & capability uplift supporting $250mil+ EBIT value. Implemented 3-yr pipeline planning tool.

• Delivered highly successful warranty recovery program - uncovered $5 mil in cost savings over 12 claims categories. Systemised aircraft parts warranty knowledge, restructured warranty team and gamified claims dashboard to double successful claims outcomes from $2 mil to $4 mil in less than 1 FY.

• Pioneered data integrity transformation framework, converting bad data into cost recovery & on time aircraft maintenance performance.

Oct 2015 – May 2016 Senior Business Analyst / Program Analyst – Data Migration & Platform Uplift

(8 months) Metro Trains (ICT Strategy & Support Services)

Melbourne’s metropolitan rail service, 3 mil customers weekly across 15 lines, 218 stations

• Lead program BA for a large digital infrastructure uplift program (VMWare, Citrix, EUC) 4000+ users.

• Analysis, data migration strategy development & phased transition for a complex IT data center switch, across 2 high availability data centers.

Sep 2014 – Sep 2015 Project Manager / Senior Systems Analyst (AI in Transportation Optimisation)

(1 year 1 month) Toll Transport Group (Global Information Systems & Toll Global Express IT)

Global integrated logistics & supply chain multi-national with annual revenue over A$8.5 billion

• Service transition lead for a $10 mil state-of-the-art Ortec transport route optimisation AI system to lower fuel costs, drive operational discipline and raise workforce productivity by 15%. Ensured defect-free release of a complex IT service, middleware integration (webMethods) with legacy systems.

• Reduced service desk incidents by 37% by refocusing support team to monitor event signatures (MS SCOM & Splunk feeds) instead of reacting to incidents. Revamped focus from product to service focus.

• Delivered fully functional innovation portal prototype in 4 weeks with a team of 4 with no overtime cost (Agile Scrum). Pioneered use of Trello app for agile testing & burndown tracking.

• Project recovery - business critical e-commerce initiative (eBay - Oracle OTM back end). Fixed IT security loopholes, solved financial integration issues – payments & AR issues. 6 direct reports.

Jan 2010 – Jun 2014 Service Delivery Manager – Emergency Radio Comms (Service Transformation)

(4 years 6 months) Country Fire Authority of Victoria (ICT Department)

Analog to digital transformation covering over 150,182 square kms & 3.3 mil state population

• Transformed Victoria-wide emergency comms service delivery from piecemeal, reactive, technology focused to integrated, performance driven, service focused. $50 mil Telstra outsourcing project.

• Pioneered & delivered world-class service delivery capability for state-wide emergency comms network: Steer-Clear service breach prevention (event-based “amber scramble” SLA), Visual-Live whole-of-service live SLA dashboard & performance-based billing (>$150,000 in financial abatements on rollout month).

• End-to-end Vic Gov digital services procurement. Contracts (including SLA & abatements system design) & MOU development. Integrated extensive auditable service metrics & KPIs to financial drivers.

• Drove program level risk management, ISO compliant information security & business continuity.

Sep 2008 – Nov 2009 Program Manager / Implementation Manager – PMO & KPI Initiative

(1 year 3 months) Aero Inventory Australia

Aviation spare parts inventory management & supply chain (servicing Qantas Airlines)

• Implemented PMO framework, re-negotiated scope & re-configured stalling projects, reducing financial burn rate by 18% in a $4 million portfolio.

• Leveraged data & gamified reporting to break internal silos, improving a $2 billion aircraft parts supply chain; drove accountability & performance via company-wide KPI implementation.

Jun 2004 – July 2008 Project Manager / Customer Consultant – Customer Data Integration

(4 years 2 months) DHL Global Forwarding (Asia Pacific Regional Office – Business IT, Singapore)

Fortune 500 Most Admired list, leading logistics integrator, 250,000 staff in 135 countries

• 2 international team awards - 18 successful supply chain digital integration & process automation projects with key accounts (AMD, Lenovo, Microsoft, Motorola) - excellent customer feedback record.

• Delivered diverse IT data integration projects from small enhancements to major EDI integration with key global accounts – supporting SGD$27 million in revenue. Active in pre-sales & securing RFP wins.

• As part of Lean Six Sigma continuous improvement program (DMAIC), implemented ITIL based service delivery governance and resourcing system, improved productivity per head by 22%.

May 2000 – May 2004 Global Program Manager – SQ Routing Selector (Global AI World 1st)

(4 years 1 month) Singapore Airlines Cargo (Business Technology Division)

Second largest international air freight carrier in the world, Fortune 500 Most Admired list. Best Air Cargo Carrier 10 consecutive years (Asian Freight & Supply Chain Awards, 2003)

• Global program delivery of SQ Routing Selector – world-first intelligent freight routing, pricing and reservations decision support system (63 cities rollout). On time, on budget trans-alliance freight reservations. Mission critical, complex system integration (into legacy systems) involving 3 global airlines. SGD $3.4 mil capex. $20mil ROI p.a. Team of 5 direct reports.

Major AI leveraged benefits

o Automated real time global air and (linked) road freight route creation, predictive freight pricing & automated reservations

o Reduced processing time and enquiry-to-business conversion from 4 days to 45 seconds

o Data driven high speed decision making for business capture and profit optimisation

• Global procurement and vendor management – IBM, TCS, Lufthansa Systems, Stanford University.

• Competitor analysis, IT security risk assessment, technology viability assessment (RFID vs. barcode).

Mar 1998 – May 2000 Project Manager/ Senior Officer – Precision Engineering Technology Scouting

(2 years 3 months) Singapore Productivity & Standards Board (Technology Development Division)

• Project managed relocation of an advanced precision engineering facility (including Tier 3 Enterprise On-Premise Data Center with N+1 redundancy)

• Government grant admin, led global technology scouting missions & local IT network administrator. Conceptualised thin client (pay per use) engineering software access for SMIs (reducing costs by > 60%)

Academic Foundations, Certifications & Enrichments

1993?1997 Bachelor of Engineering (Hons) in Mechanical & Production Engineering

National University of Singapore (Asian top 3, 8th in the world – QS World University Rankings) – Bioengineering & materials, advanced computing, automation & control systems, engineering design (incl. 3D printing), Final year CAE project (computed aided engineering / digital twin), quality assurance & statistical process control.

Electives: Contract law, HR management, financial accounting, economics & sociology.

2000-2004 Enrichment: Singapore Airlines management development sponsorship: Business Awareness Program (Finance - Wharton School; Services Management - London Business School; Strategic Marketing - University of South California). Basic Management Program (7 habits, management styles, group dynamics, communication styles).

1999-2014 Certifications: P3O, PMP, PRINCE2, Agile DSDM, ITIL V3 Foundation & Intermediate (Service Offerings & Agreement). Proficient in SDLC & IT infrastructure-savvy, Agile Scrum.

2020-2021 Enrichment: Introduction to AWS for Non-Engineers, Design Thinking – Data Intelligence.

Awards & Scholarship

• ASEAN - Youth Flying Club pre-university scholarship. 1991-92

(Awarded by the Singapore Government, for top 10 highest all-rounder achievers from Malaysia)

• Singapore Productivity & Standards Board STAR Award. 1999

(For outstanding contribution to a key national precision engineering incubator facility)

• DHL Team Of The Quarter Award for Q1/Q2 significant achievement, ‘can do’ attitude. 2006

• DHL Logistics (23 countries) Team Award Winner, Business Management. 2007

Professional Contributions & Leadership (AI Delivery), Information Technology Savvy

• Advocacy & speaking stints in Artificial Intelligence & Automation: Australia Build 2021 Guest Speaker (AI & Automation), Digital Construction Asia 2021 (Practitioner’s Insights – AI & Workflow Automation), PMI Melbourne Chapter Speed Talk 2021 (AI & Workflow Automation), Guest speaker, International Institute of Business Analysis (IIBA) Melbourne 2022 (Secrets Behind AI Project Successes).

• Author of thought leading posts on project delivery X-Factor, culture & performance, innovation delivery, digital transformation & service delivery excellence on LinkedIn.

• At early stages of building a new borderless networked AI fraternity via www.digitalreality.group (created AI advocacy videos 1. Basics, Bigger Picture & Delivery Requirements, 2. Vast Potential of AI).

• Actively researching the use of Perplexity, Manus AI (active participant in global meet ups) and Grok 3. Using Manus AI to re-engineer and upgrade dated AI Twin Engines application to be adaptable to most large organisation’s anticipatory operational steering capacities

• MS Office Suite, Project, Visio, Power BI, Teams; Confluence, Jira, Trello, Slack, Clarity PPM, Miro.

Referees available upon request

Tessa Ylagan (ex-Head of Planning, Architecture & Governance (PMO), John Holland) – Superior

Sarah Jordan (GM Organisational Development, John Holland) – Customer (complex large transformations)

Lourens Wepener (ex-Data Science Lead, VLine IT) – Team member (technical)

Rodney Johnston (ex-Program Director, Country Fire Authority) – Superior