Continuation of line management and architectural responsibilities of SAP CRM with additional responsibility for SAP side integration to support omni-channel strategy. Leading on internal delivery of a full-stack solution in the Azure Cloud for archival of a key CRM/Billing application on the estate whilst assuring quality of third party delivery on the overall archive project from extraction through to the common data model population. Doubling as the subject matter expert on SAP. Oversaw web service integration into the API Gateway, working to establish a viable service model which can be deployed pan-Europe whilst assessing potential for a model for implementation of an ESB service. Owner of the overall SAP integration strategy with traditional Digital and IVR channels and emerging technologies inclusive of Webchat and Chatbot initiatives.

Responsible for leading the SAP CRM team of functional and technical consultants within Innogy UK, working alongside fellow SAP leads to define future strategy and architectural principles. Leading the functional review of an EhP upgrade from 7.1 to 7.4 and assisting in the technical implementation, integrating regular change alongside. Transition and service lead for Digital integration, moving an established 3rd party service in-house to standardise the web service offering to exploit omni-channel opportunities

Part of the new internal SAP competency centre initiative, responsible for building CRM capability as part of a wider SAP landscape. Involved in the quality assurance of multiple 3rd party developments in conjunction with setting up change processes to assist with internal delivery. Assisted in building necessary interfaces with other IT and business functions for tighter integration.

Part of the senior management team, responsible for shaping the in-house production environment, implementing project life-cycle process and documentation to gain efficiency on projects for multinational and SME companies alike. Oversees programme management to ensure projects are delivered in a timely and cost effective manner and evaluates new technology for integration into the current estate or within new projects.

Responsible for the overall design of initiatives within several capability releases into a large SAP centric enterprise environment. Involves aligning solution to current and future architecture and integrating different technologies and 3rd party suppliers.Member of Design Authority responsible for tactical and strategic decisions working across IT, business and delivery partners.

Primarily responsible for maintaining data replication between CRM and R/3 (IS-U) system and resolving faults following ITIL standards following the migration of the estate to a SAP centric landscape. Involved in incident resolution across CRM service and sales and also the ongoing migration of business data into the new systems.

Involved in validating changes against design principles, performance, business process and other developments to maintain standards. Active participant in the Ingres user group and attendee to conferences to understand the direction that the primary software/database vendor and how that ties in with future strategies.Expert user and primary source of knowledge for on-line application development tool. Point of escalation for development tool issues, liaising with Ingres directly to resolve. Also maintains and enhances custom monitoring tools on the estate to enable faster root cause analysis of major performance issues in conjunction with other technical teams.

Leading team responsible for the support of a number of custom built enterprise sized applications (5k+ users). Resolving incidents and problems according to ITIL standards.Driving small development work and performance optimization to increase stability of application & underlying Ingres databaseLeading peer review process for other OpenROAD developers and developing their programming skills.

Support of all in-house applications including 3GL, MS Exchange and Lotus Notes migration programme.