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Carolyn Walker
Principal Consultant @Bailey Abbott
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WORK HISTORY
Principal Consultant @Bailey Abbott
AU
EDUCATION
Charles Sturt University
Graduate Certificate in Cyber Security, Computer and Information Sciences and Support Services
University of Technology Sydney
Master of Technology Management, Technology Management
SKILLS
ABOUT CAROLYN WALKER
Carolyn is an ITIL Master certified IT Service Management and Operations leader with over 20 years’ experience delivering service excellence across complex, mission-critical environments, including 18 years within Managed Service Provider (MSP) organisations.She brings deep expertise in ITSM, SIAM, and IT Operations, with a strong focus on establishing robust service governance, improving service reliability, and ensuring consistent, high-quality delivery aligned to business outcomes.Carolyn has worked across a diverse range of industries including government, defence, retail, energy, financial services, and education, giving her a broad perspective on operational challenges, regulatory environments, and service delivery models. She is highly experienced in managing service provider performance, strengthening operational accountability, and translating service data into actionable insights that drive continuous improvement and measurable outcomes.She holds a Graduate Certificate in Cyber Security and is currently completing a Master of Technology Management, strengthening her ability to align service operations with cyber resilience, AI/ML, risk management, and emerging technology trends.Recognised as itSMF Australia ITSM Champion of the Year (2023) and a PeopleCert Global ITIL Ambassador, Carolyn combines strong leadership, stakeholder engagement, and team development capabilities to uplift service performance and build sustainable, high-performing operational environments.She focuses on delivering operational excellence, resilient service delivery, and enabling organisations to move from reactive operations to proactive, data-driven service
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