Responsible for 350 staff in Professional Services, Hosting and Operations, Support and Customer Success across five different software services including Schools’ MIS, Financial, Libraries (Public and Educational) and further and higher education.Responsibilities- Board membership and full P& accountability for the Services function.- Set strategy for Services and deliver against it while tracking milestones and KPIs.- Transformation of ESS against the Capita software division strategy.- Retention and organic growth of the ESS business.- Line management and leadership of eight functional and business directors.- Customers’ voice championing their needs within ESS and Capita.- Critical customer incident management including engagement with the Information Commissioners Office (ICO).- Programmes across a business undergoing considerable change (functionalising and cost savings) with entirely new products being released.Achievements- Drove Software Division transformations across Development and Services (off-shoring and single functional divisions).- Delivered an organisational review of the Support function (People, Technology and Processes) leading to better customer service levels and £500,000 savings pa.- Developed a customer retention strategy that has positively impacted customer attrition and is forming the basis for a wider ESS revolution.- Built a customer success group which 75% of key customers rate very positively.- Reorganised and reskilled circa 80 Professional Services colleagues to support and deliver new product migrations, consulting and training services, while maintaining margins for fee-earning staff.- Improved stability and reliability of hosting services provided in MS Azure.

Joined ADP UK to establish project management office to ensure Product and Development delivered to agreed goals and timelines for ADP’s strategic European iHCM programme.Responsibilities- A member of the iHCM R&D strategic executive group.- Implement and managed PMO and programme capabilities for iHCM R&D.- Developed and coordinated the iHCM R&D budget and resource plans.- Worked with European ADP countries to ensure scope, expectations and requirements were fully understood, recorded and delivered against.- Incident and strategic customer escalation management (e.g. Amazon UK).Achievements- Implemented core programme methodologies and target operating model.- Built and managed an effective project and programme delivery team.- Produced a structured approach to iHCM R&D product roadmap, reporting and delivery.- Revitalised the tracking and management of R&D scrum delivery of new code and defects increasing velocity.- Facilitated county releases to Germany and Holland of the new iHCM software solution.

VC backed start-up of circa £5million annual turnover, providing tracking solutions to the top global retail owners. 80 staff members in three international regions.Mandated by the Board to restructure, manage and drive technical changes within the organisation. Leading Infrastructure and Operations, R&D, Hardware, Coding, Professional Services, and Partners.Responsibilities:- Executive and Board responsibilities and strategy delivery;- Technological change within the business;- Service delivery costs comprising hardware, infrastructure, processes & resources;- Technical budget expenditure management and control;- Key performance KPIs and SLAs for customers;- Skills gaps and hiring strategies;- Customer escalation plans and resolution;- Winning business from key prospects and current customers;- Suppliers and partners programme to ensure smooth service continuity;- Interface with all staff, Executive, Board, customers and suppliers.Achievements:- Delivered and supported all key Executive programmes;- Restructured the technology and project group;- Reduced hardware costs by 66% through a new “bottom-up” rebuilds;- Refreshed the infrastructure estate and management of it (migrated to Google cloud, salt stack provision, CI, new development platform and testing suite);- Increased the reliability of hardware and supporting software by 80%;- Released a full new codebase to support improved location algorithms;- Introduced a new scalable platform (Python, MySQL, Mongo DB) to support multi-tenanted customers;- Changed the development, release process and supporting platforms;- Drove contractor costs down through negotiation and reduced maintenance visits;- Developed processes and techniques to rescue unhappy customers;- Introduced new customer project management lifecycles and methodologies reducing the implementation time by half and positively impacting cash-flow;- Oversaw 50+ successful technology projects (80% on time and to budget).

Delivered process and structural change programmes, to improve the services offered to customers. Managed the Customer Delivery Programme, Infrastructure and Operations, Case Management and Escalations, Data Centres, Release Management, Development, and Measuring and improving customer NPS.Responsibilities:- Executive seat and delivered the company’s strategy;- Led and directed four key departments, namely Professional Services and PMO, Infrastructure, Development, and Customer Success;- Customer satisfaction across all services;- The platforms, security, standards (ISOs), ITIL processes, software, internal IT and other key technology foundations;- Legacy recruitment code and application development teams;- 50 staff based primarily in Poland, UK and the US (role dependent).Achievements:- Built a new global function to provide added valued services to customers and improving the NPS scores;- Modernised the infrastructure estate and introduced elastic environments to cope with the varying seasonal compute needs;- Improved the stability and content of key software releases to customers (consistently achieving the target release dates);- Reached 99.8% availability for the first time across all SaaS product offerings;- Successfully managed the acquisition of a competitive business (MrTed), and its integration and rationalisation;- Built a UK Professional Services group comprising 10 PMs and 8 Best Practice consultants with an 80% plus utilization rate;- Implemented a global Project Management Office for 100 professional services staff across 20 countries;- Developed and launched standard methodologies, documentations and tools for customer implementations across three product ranges;- Delivered mentoring and training paths for Professional Services teams;- Successfully implemented complex global recruitment software programmes for Barclays Capital and Royal Bank of Scotland.

South America, Canada, Northern America, New Zealand, Australia, India

Some Achievements:- Delivered an infrastructure executive review to re-engineer and streamline processes and inter-relationships between internal departments;- Implemented e-Expenses to 90 Honeywell financial entities across 12 countries in Europe (integrations with PeopleSoft 8, and other financial systems);- Responsibility for transformational programmes across the human resources;- Delivered a strategic review of e-technologies and tools, reaching agreement with KPMG Executive, and delivering four main firm-wide projects;- Implemented the first internal CRM platform to manage relationships;- Consulted on the intranet and internet strategy for KPMG Australia;- Launched the first professional services website in the UK;- Revolutionised the research function bringing the services in-house and quadrupling the output.