Responsibilities:* To manage and deliver projects for the Customer Service and Operations department, including IT, Properties and Facilities, for British Airways in the North America and Asia Pacific regions.* Define, plan and deliver multiple projects, simultaneously, through all stages of the project lifecycle.* Co-ordinate with key stakeholders to evaluate requirements and recommend solutions that conform to all standards and can be delivered in the required timeframes and within an agreed budget.* Determine cost and resource needs and build financial business cases if required.* Track and communicate progress, priorities, risks, and milestones. Monitor costs, timescales and resources to ensure projects are delivered on time, to budget and to the highest quality.* Produce documentation including terms of reference, specifications, test and implementation plans.* Manage project teams during all phases of the project lifecycle, including internal staff from IT and other business areas, contractors, external service partners, suppliers and customers.* Provide training and consultancy to departmental colleagues into project management best practices, standards and processes.Achievements:* Managed all the region’s largest, most significant and operationally critical projects.* All projects successfully delivered on time and within budget.* Successfully managed the deployment, testing, training and migration of BA’s new operational systems at 59 airports across North America and Asia Pacific as part of the most significant IT change by the company in over 40 years. * See Projects for more details on this project and other major achievements.* Produced a series of Project Management document templates, standards and processes to ensure a consistent approach using best practices, including rapid delivery, dynamic development and Agile methodologies, suitable for all types and size of projects and provided training and consultancy to colleagues.

Responsibilities:* To lead, co-ordinate and deliver specific initiatives, as projects, across all directorates for British Airways in the Americas.* To work with key stakeholders who sponsor and support the delivery of these initiatives.* Define, plan and deliver multiple projects, simultaneously, through all stages of the project lifecycle.* Evaluate requirements and recommend solutions that can be delivered within the required timeframe and budget. Determine cost and resource needs and build financial business cases if required.* Track and communicate progress, priorities, risks, and milestones. Monitor costs, timescales and resources to ensure projects are delivered on time, to budget and to the highest quality.* Manage project teams including internal employees, external service partners, suppliers and customers.* Perform quality audits and compliance reviews for project deliverables and processes.* Develop and maintain project management best practice standards and processes for the Programme Office. Achievements:* 16 projects successfully delivered on time and to budget, with an average customer satisfaction rating of 96%.* Provided project management training and consultancy to colleagues to ensure a consistent approach using best practices.* See Projects for major successes.

Responsibilities:* Define, plan and deliver multiple projects, simultaneously, through all stages of the project lifecycle.* Co-ordinate with key stakeholders to evaluate requirements and recommend solutions that conform to all standards and can be delivered in the required timeframes and within an agreed budget.* Determine cost and resource needs, produce business cases and gain financial approvals.* Track and communicate progress, priorities, risks, and milestones. Monitor costs, timescales and resources to ensure projects are delivered on time, to budget and to the highest quality.* Produce documentation including terms of reference, specifications, test and implementation plans.* Provide consultancy, support and guidance to colleagues and customers on products and processes.* Perform quality audits and compliance reviews for project deliverables and processes.* Manage project teams during development, testing and implementation, including internal staff from IT and other business areas, contractors, external service partners, suppliers and customers.Achievements:* All projects successfully delivered to challenging targets and within budget, with an average customer satisfaction rating of 97% and a quality audit score of 100%.* In addition to specific projects listed I also initiated and delivered projects that produced capital savings of $80k and $145k per annum in reduced running costs.* Other successful projects include the station launch of Las Vegas, terminal relocations at Denver and Seattle airports, the replacement of 60 obsolete file and print servers, the replacement of specialised boarding pass and bag tag printers in the Caribbean and new airport lounges at Toronto, Vancouver and Sao Paulo airports, including guest PCs and internet access.

* In addition to the IT Project Management role above, also responsible for reviewing corporate internal control requirements and legal regulations, including UK and EU data protection and corporate governance laws and the US Sarbanes Oxley Act. * Produced checklists, documents and established and managed processes to facilitate audits and to demonstrate compliance with IT and financial controls for all business areas.* Introduced and managed site assessment processes and reports to ensure IT standards were in place at all sites. * Personally completed 37 site assessments and managed over 700 identified actions and recommendations.* Successfully ensured all IT audits in the region were satisfactory, most with the highest pass rating.* Responsible for all key operational systems and desktop services for British Airways in Canada. * Successful projects included Calgary station launch, office relocations of Toronto cargo, Toronto sales and Vancouver engineering and airport lounge deployments at Boston and Philadelphia.* Instrumental in delivering an insourcing project which provided IT infrastructure and equipment to around 75 new BA staff in Montreal, Vancouver and Calgary.

* Responsible for delivering and maintaining all operational systems, network access, desktop services and 24x7x365 support for the Toronto Call Centre and all other BA sites in Canada.* Personnel manager for the IT service delivery team of permanent, contract and agency staff. This included work assignments, reviewing progress, performance assessments, training and personal development.* Administered fault and change management system to resolve IT issues and to prioritise, plan and implement requests for change and developments.* Responsible for all aspects of the call centre computer room, including legal and health and safety.* Introduced desktop and preventative maintenance checklists to ensure consistent levels of service.* Ensured all BA servers in Canada were correctly maintained, administered and backed up. * Published guides and introduced forums to build stronger working relationships with the business.* Successfully delivered major projects, including token ring to Ethernet LAN conversions, Toronto Call Centre expansion and the build and deployment of over 400 PCs during a desktop replacement project.* Managed relationships with suppliers, including SITA, Equant, Amadeus, APC, Liebert, Dell, IBM, Rogers and Bell.* Managed the complete closure of the Toronto call centre, including the move of sales to new offices, the relocation or disposal of all equipment and handing the facility back to the landlord. Received an exceptional performance award for initiatives that delivered cost savings of over $100k.

* Managed software development projects including feasibility assessments, initiation, analysis and design, estimating costs, evaluating risks, budget approvals and managing coding, testing and implementation. * Managed multiple projects simultaneously, with a team of up to 20, comprising permanent, contract and off shore staff. Monitored progress to ensure quality delivery against tight timescales and to budget.* Responsible for personnel management of team members, including recruitment, project assignments, performance reviews, training, personal development and team building.* Delivered systems for all British Airways airline alliances, franchisees and hotel, car rental, credit card and shopping partners, including all aspects of the relationships with Canadian Airlines, Iberia, American Airlines, QANTAS, Japan Airlines, LAN Chile and Cathay Pacific.* Acting Programme Manager from January 1999 to May 2001, with control of all departmental projects, managing around 60 employees and with responsibility for reporting to board level management.

* Designed, coded and maintained programs in PL/1, Telon, JCL and SQL, for the British Airways Business Systems (BABS) Fares group and external customers.* Provided analysis of systems solutions to meet business requirements and project leader for delivering many of these solutions.

Developed and maintained a PC based inventory system for an engineering company using DBase III.