As a Program Manager leading the Global Strategic (Internal) Projects team my current role within Pico requires me to be adaptable, proactive, organised, understand and identify the business needs and, where possible, provide solutions to resolve problems in a timely manner. My current role involves managing a global team of Project managers within a Service Delivery environment working alongside numerous Service Delivery, Product and Sales teams. The Global Strategic Projects pipeline consists of strategic projects (such as new product offerings or infrastructure improvements) and operational initiatives (enhancing the operational stability of our estate). Working with the Pico Operating Committee (including C-level executives), we identify and define the scope for new projects which are aligned to our business needs.

Serving the Electronic trading community. Responsible for the delivery of multiple, complex and often simultaneous Projects keeping to aggressive client/internal timescales while ensuring the legal, scope, budget controls and customer requirements are met within a Prince 2/Agile aligned environment. Examples of Projects delivered:  Global expansion of low latency network.  Deployment of a fully hosted Global FX environment.  Deployment of Corvil monitoring solution.  PTP timing solution roll-out.  Global client on boarding for major financial Exchanges/Venues.  Delivery of low latency connectivity solutions into global Exchanges.  Deployment of new colocation/hosting solutions for financial clients.  Direct Exchange connections for Order Execution and Market Data access.  Supporting market mandatory changes.  Management of Exchange & Client relationship.

Serving the Electronic trading community. Responsible for delivery of multiple, complex and often simultaneous projects keeping to aggressive client timescales while ensuring the legal, scope, budget controls and customer requirements are met within a Prince 2 aligned environment.Examples of Projects delivered:• Global expansion of low latency financial extranet• New product deployments• PTP timing solution roll-out• Global client on boarding for major financial Exchanges/Venues• Delivery of low latency connectivity solutions into global Exchanges• Deployment of new colocation/hosting solutions for financial clients• Direct Exchange connections for Order Execution and Market Data access• Supporting market mandatory changes• Management of Exchange & Client relationship• Lead delivery PM for Colts financial Extranet Product offering (PrizmNet)

 Managing the day to day running the UK IP IM team including tasks such as order/work allocation, absence management and all other line management responsibilities.  Escalation contact (Level 2) for global Service Delivery related issues.  Performance management for the Implementation managers measuring them against KPI’s which include CPD conformance, customer satisfaction and backlog.  Regular one to ones with the Implementation managers creating personal development and training plans to encourage personal development.  Providing regular cover for the UK service delivery manager (Level 3 escalation contact).  Service review meetings with customers.  Implementing new processes/systems to improve efficiency and customer satisfaction.  Recruitment of new IM’s.  Training of new team members.  Forecasting monthly revenue delivery.  Ensuring that revenue in the pipeline is delivered as quickly as possible.

 Working alongside the Service Delivery teams to deliver and hand-over customer orders within SLA. Ensuring that revenue in the pipeline is delivered as quickly as possible.  Monitor the Service Delivery teams making sure that SLAs and OLAs are met. Escalating when required.  Provide support to the ordering customer by providing detailed updates and being a trusted point of contact.  Deal with escalations from the customer and account team. Building excellent working relationships with both the account team and the customer.  As part of the UK PROCOM (Proactive Customer facing Order Management) pilot I have helped vastly improve the UK’s service delivery customer score card rating (CSAT). This was maintained by becoming a trusted point of escalation and communicating with the customer on a regular basis. Setting customer expectations by setting accurate Colt Promise Dates (the contractual date service will be handed over by).  Increase revenue by providing the option of a fast track (expedited delivery) to the customer and ensuring the customer is satisfied with the service provided which usually ensures a return to the company to purchase more products.  Being the sole point of contact for the ordering customer.