Alicia J Paterson
+61 403 330 177
LinkedIn: www.linkedin.com/in/aliciapaterson
alicia@aliciapaterson.com
Business & Technology Executive
New Product Development
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Strategic Planning
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Service Innovation
Passionate, results oriented executive manager with unique blend of technical talent and commercial
insight. An inspirational leader who creates a clear strategic vision resulting in outstanding success at
developing and launching innovative services. Strong track record of establishing and mentoring new
start-up teams and successful business transformation.
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Strategy Definition
Mobile & Wireless
Apps & Content
Services
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Technology/
Framework Roadmap
Process Re-engineering
Vendor/ Partner
Management
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Change Management
Human Capital
Development
Career Achievements
SingTel Optus
Manager, Enablers
 Led strategic definition of SingTel regional Digital Media ‘Service Enabler’ focus and
roadmap; presented to both SingTel and Optus CEOs
 Directed strategic planning of strategic core capability build central to success of future Digital
Media services, commanding AUD$50M of investment capital
 Key driver of Digital Media product strategy with clear vision on bringing context and
personalisation to all services through use of core assets
 Successful on time, on budget delivery of 3 large infrastructure programs (>AUD$10M)
during turbulent start-up period of new Digital Media Business Unit
Manager, Applications
 Established Applications Strategy for Optus amid new market entrants and global uncertainty
 Delivery against this vision saw Optus as first Australian Telco to launch an App Store, only
Australian Telco to launch a Business App Store
 First Australian Telco to deliver mobile self-service application (100k users in 9 weeks);
Delivered 5 key iOS and Android apps in first 15 months to over 750k unique users
 Inspired SingTel group regional Applications and Developer strategy; identified as regional
centre of excellence
Manager, Premium Services & Payments
 Drove 60% increase in customer satisfaction inside of 6 months for troublesome Premium
SMS business under threat due to poor customer experience
 Recognised as Best-in-Class service in Australia and region, now benchmark for industry with
ACMA, ACCC and ACANN calling for industry adoption of the Customer Experience I
delivered at Optus
 Recipient of 2009 ACOMMS Award – ‘Innovation in Content Delivery and Services through
Partnerships’
Operational Integration Manager
 Designed and developed project resource management and reporting solution for team of 20,
which is still in use 5 years later
Manager, Mobile Premium Technical Support
 Built department of support executives, established Australian Best-in-Class service for
evolving mobile data services (GPRS-> 3G), delivering cost saving of AUD$2M pa
Professional Experience
Manager, Applications, Enablers and Payments
(SingTel Optus)
2007 –2011
Led a team of five Product Managers with P&L accountability for all off-deck content and payment
services, bill to carrier bill services. Lead representative at peak industry forums and regulator/
government. Delivered enhanced customer visibility & control of off-deck billed services with
strategic billing platform (real-time service provisioning, E2E online service support, policy/ business
rules based transaction path).
Portfolio accountability for application content: established team, creation of Optus apps strategy and
business from standing start, rapid time to market with storefront and bespoke apps/ widgets,
refreshed smartphone/ device customisation program. Activities include life-cycle apps build and
update, capital funding model, business case, market research for smartphone and tablet.
Led definition and delivery of game-changing billing, identity and relevance capabilities for all Optus
products, commanding $50M of capital to create capacity for service context and relevance towards
customer.
Operations Integration Manager (Optus)
2004 –2007
Directed cross-functional teams to ensure successful delivery of process & technical documentation for
operational support readiness for New Product Development (mobile & fixed telecoms, VAS services)
Accountable for requirements capture, delivery schedule and stakeholder updates including timely
escalation of risks and issues.
Manager, Mobile Premium Technical Support (Optus)
2001 –2004
In this role I was tasked with developing support capability to meet growing consumer use of mobile
internet. I defined, designed and implemented training programs across a group of 50 staff, designed
and implemented knowledge management solutions, and established a team of Technical Specialists.
Other key achievements include the design and build of a web-based knowledge management system
which was used by over 2000 customer-facing staff, the core of which is still in use today.
Prior 2000
IT Recruitment Consultant (Career Path Pty Ltd)
Recruitment Consultant (KTD Associates, UK)
Projectionist (Greater Union Cinemas)
Air Traffic Control Officer (Royal Australian Air Force)
1999 - 2000
1998 –1999
1993 - 1998
1990 - 1992
Education Summary
Master of Science (ICT), 2008 (High Distinction Avg)
Diploma in Business (Marketing)
Cert IV in Frontline Management
Various Optus and Vendor Courses
Diploma in Visual Arts, 1992
University of NSW
Hornsby TAFE
Australian Institute of Management (AIM)
Optus Technical College, NSN, AIM
Queensland College of Art