Our people are at the very heart of our success.
Every Serviceworks team member has been carefully selected from a range of industries based on their skills, specialist knowledge, experience and above all else, their passion for our business and the solutions we develop and deliver to our clients and their customers.
There are six key attributes and attitudes that Serviceworks people exhibit and are encouraged to develop, which together form the Serviceworks way.
Client and customer focused - We set out to gain an in-depth understanding of the needs of our clients and their customers. We recognise that the success of our clients is integral to our own. This approach drives the development, design and delivery of all that we do.
Strive for excellence - We strive for excellence by consistently asking ourselves, 'how can we do things better?'
Supportive of our peers - We aim to provide a collaborative and supportive environment that enhances well-being and encourages contribution to each other's learning.
Innovative and nimble - We have structured our organisation to promote innovation and enable our people to make strategic and timely decisions, based on an understanding of changes within the industry and the expectations of our clients and their customers.
Working with integrity - We have created an environment that fosters adherence to the highest level of moral and professional standards. To deliver exceptional outcomes, we believe we must be completely honest and trustworthy with both our clients and each other.
Respect - We operate in an inclusive environment that is open to change, values our people and respects all individuals, both inside and outside our business.
Andrew DuncanManaging Director
Andrew is the founder and Managing Director of Serviceworks. He has guided the company from a start-up consulting practice in 1999 - to a diversified services provider with more than 600 staff. Under Andrew's direction and passion for integrity and excellence, Serviceworks has become a leading provider of products and service solutions to the retail utilities industry.
In addition to his management responsibilities, Andrew has led a large number of strategic projects and new business initiatives, from concept development through to delivery and ongoing management.
Andrew holds a wealth of industry experience. Prior to founding Serviceworks, Andrew has held a range of management positions in high profile companies within the utilities sector.
Timothy SzakacsGroup General Manager
Tim joined Serviceworks in 2006 as the Group General Manager. He plays a key role in the growth and operational performance of the company's provision of services. Tim is an expert in back-office operations, large-scale operational leadership and commercial management (with outsourced vendors and suppliers).
Tim has extensive experience in strategic planning and business transformations, attained through his work with well established companies including: AGL, Energy Australia and CitiPower.
Dean BirznieksGeneral Manager Strategy
Dean joined Serviceworks Management in 2002. Prior to his appointment as General Manager Strategy, Dean was a Senior Strategy and Projects Manager at ANZ. His breadth and depth of experience has enabled Serviceworks to transform business strategies into measurable outcomes for its impressive portfolio of clients. Dean has more than 20 years' experience in communications and financial services, and has worked on numerous Serviceworks consulting projects including a broad range of roles at Australia Post and ANZ.
As our lead consultant, Dean has been integral to the successful development and implementation of a number of projects, in particular within the areas of procurement, bill presentment, payments, credit management, product development, transaction banking and major transition risk management.
Alya StephenGeneral Manager Product Development
Alya joined Serviceworks in 2003. Her significant experience in the utilities industry and commitment to operational excellence has led to her rapid career progression and appointment as General Manger Product Management in 2012. She has held a number of roles within Serviceworks including the General Manager of Connectnow (a subsidiary of Serviceworks). Alya reengineered this business, successfully launching it into a number of new markets including New Zealand in 2007. Alya's experience spans across multiple markets including Australia, New Zealand and the United Kingdom. Her experience lies within call centre management, operational management, client projects, product development and customer experience.
Neil HydeGeneral Manager Operations
Neil brings more than 20 years' experience in the utilities sector to Serviceworks, joining the company as the General Manger Operations and IT in 2011. Prior to this he held a number of senior operations roles within Solaris Power, AGL, Tenix Solutions and Transurban (CityLink). Neil plays a vital role in the management of large scale, high volume, processing oriented customer operations including complex customer billing and collection systems, call centre and customer service.
Zoe JonesQuality, Knowledge & Risk Manager
Zoe has a wide range of experience in call centre and customer service operations, employee engagement, complaint management, stakeholder management, training, and quality assurance best practises. Prior to joining Serviceworks in 2007, Zoe gained extensive exposure to various sized operational centres across multiple regions within Australia, the United Kingdom and Europe.
With over 12 years' experience in Telephony, Provisioning, Utilities and detailed Stake-holder Management, Zoe has strong business acumen for quality and continuous improvement, and a great passion for customer service.
Ben CorinUtility Services Manager - North America
Ben joined Serviceworks in 2007. Prior to his appointment as Utilities Services Manager, North America, he held a number of key roles within Serviceworks' Australian division, in particular the management of client relationships, operations and strategy. Ben has a sound knowledge of the retail utilities industry, with more than 9 years' experience in managing billing, payments, market transaction management, reporting, call centre operations, training and development projects.