Jeremy Tennant

Jeremy Tennant

Senior Problem Management Specialist | ITIL OSA, RCV, PPO, SOA, CSI | Kepner Tregoe | Banking, Telco, Shared Services

Melbourne, Australia
Information Technology and Services

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Jeremy Tennant's Overview

  • Problem Manager, Premium (NAB, Australia Post Accounts) at Telstra
  • Service Desk Analyst at Suncorp
  • Personal Insurance Consultant at Suncorp
  • ITIL
  • Kepner Tregoe
  • ITIL
  • ITIL
  • ITIL
  • ITIL
  • ITIL
  • PRINCE 2
  • ITIL

292 connections

Jeremy Tennant's Summary

I am a specialist Problem Manager with over seven years experience in Banking (Suncorp), Communications (Telstra – to NAB and Australia Post) and Government (IT Shared Services). I am assertive, a strong communicator, and I’ll hit the ground running.

• Day-to-day proactive/reactive management of Problems within large organisations.
• Implementing Problem and Incident Management processes from scratch.
• Improving the maturity of existing Problem and Incident Management processes.
• Experience with BMC Remedy implementations.
• Using Kepner Tregoe Problem Solving to lead teams to uncover the root cause of complex problems.
• Ability to negotiate with and influence decision makers in order to achieve successful outcomes.

• Kepner Tregoe Problem Solving and Decision Making
• ITIL Operational Support and Analysis (OSA)
• ITIL Release Control and Validation (RCV)
• ITIL Planning Protection and Optimisation (PPO)
• ITIL Service Offerings and Agreements (SOA)
• ITIL Continual Service Improvement (CSI)
• ITIL Foundation
• PRINCE2 Foundation

Jeremy Tennant's Experience

Problem Manager, Premium (NAB, Australia Post Accounts)


Public Company; 10,001+ employees; TLS; Telecommunications industry

September 2012Present (1 year 11 months) Melbourne

• Leading teams through the diagnosis of several high profile and complex investigations.
• Delivered a reduction in events across the managed WAN environment through proactive Problem Management.
• Created automated reports that enable me to effectively perform Proactive Problem Management.

• I was a primary contributor and Premium Problem Management SME for Telstra’s development and implementation of ISM’s Essentials product.
• Established Service Desk/Problem Management forum to drive a reduction in Incidents, and visibility of Known-Errors on the Australia Post account.
• Developed and owned the delivery of Telstra's Problem Management procedure to Australia Post. Presented final procedure to stakeholders, which was accepted on the first pass.
• Developed automated Problem Management reports for the Australia Post account which were accepted by all stakeholders.
• Developed and contributed to the development of Root Cause analysis procedure and the development of NAB-Telstra business rules when NAB was my customer.

Problem Manager

Victorian Government

August 2009September 2012 (3 years 2 months)

• Senior Problem Manager trusted and responsible for mentoring new Problem Managers, and seconded/work experience staff.
• As Problem Management SME; I was involved in transitioning to the BMC Remedy platform from HPOV. I ensured that the BMC Remedy platform was suitable for Problem Management requirements and successfully enacted Problem Management procedure for several government departments using the Remedy platform.
• Trusted to liaise directly with our Executive Leadership Team, Chief Executive and customers.
• Strong understanding of ITIL Service Operations. Used this knowledge (and practical experience) to implement and mature frameworks for managing problems across ten Victorian Government departments.
• Understanding of Kepner-Tregoe problem analysis and decision making framework.
• Managed critical problems to successful resolution and formal conclusion. Lead virtual teams and worked alongside customers ensuring successful outcomes for all stakeholders.
• Produced and presented performance metrics and identified areas for improvement.

Government Agency; 10,001+ employees; Government Administration industry

January 2009August 2009 (8 months)

• Accountable and responsible for the operation, and health of the Major Incident process.
• Lead virtual teams during the management of Major Incidents and when performing reviews.
• Awareness of Service Level Agreements and leading teams to the timely resolution of Incidents.

Problem Management


Public Company; 10,001+ employees; Financial Services industry

November 2006January 2009 (2 years 3 months)

• Lead virtual teams to resolve numerous problems across various companies in the Suncorp group.
• Worked seamlessly between IT and the business to ensure collaborative and successful outcomes.
• Learned the importance of liaising with peers in Incident, Change and Configuration Management to understand the history of affected platforms.
• Part of a highly successful team in a high-pressure environment.

Service Desk Analyst


Public Company; 10,001+ employees; Financial Services industry

June 2006November 2006 (6 months)

Delivering friendly service to customers whilst learning about the impact of business critical systems being unavailable.

Personal Insurance Consultant


Public Company; 10,001+ employees; Financial Services industry

July 2004June 2006 (2 years)

High achiever including records for “Highest sales in one day” and “Most sales in one week”.

Jeremy Tennant's Education


ITIL Intermediate - Operational Support and Analysis (OSA)


• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• The Service Desk
• Common OSA Functions
• Technology and Implementation Considerations

Kepner Tregoe

Problem Solving and Decision Making


• Situation Appraisal
• Problem Analysis
• Decision Analysis
• Potential Problem Analysis
• Potential Opportunity Analysis


ITIL Intermediate - Continual Service Improvement (CSI)


• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Method and Techniques
• Organisation for Continual Service Improvement
• Technology Considerations
• Implementing Continual Service Improvement
• Challenges, Critical Success Factors and Risks


ITIL Intermediate - Planning Protection and Optimisation (PPO)


• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Demand Management


ITIL Intermediate - Service Offerings and Agreements (SOA)


• Service Catalog Management
• Service Portfolio Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management for IT services
• Business Relationship Management


ITIL Intermediate - Release Control and Validation (RCV)


• Change Management
• Service Asset and Configuration Management
• Service Validation and Testing
• Release and Deployment Management
• Request Fulfillment
• Change Evaluation
• Knowledge Management
• RCV Roles and Responsibilities
• Technology and Implementation Considerations


ITIL v3 Foundation, IT Service Management



PRINCE 2 Foundation, Project Management



ITIL v2 Foundation, IT Service Management


Jeremy Tennant's Skills & Expertise

  1. Problem Management
  2. IT Service Management
  3. ITIL
  4. Incident Management
  5. Stakeholder Management
  6. Service Delivery
  7. Service Management
  8. Service Improvement

Jeremy Tennant's Additional Information


Mixed Martial Arts, Muay Thai, Brazilian Jiu Jitsu, Photography, Drum and Bass Music, Classical Music, Jazz Music, Family and Friends.

Groups and Associations:

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