Brian Wolland Email and Phone Number

Director within the Global IT PMO Leadership TeamLeading a team of Global IT Project Managers located across EMEA and APAC. Project authorisation, assignment, prioritisation & initiation of a wide range of strategic regional and global projects and programs ranging in size, priority, sensitivity and complexity. Supporting Global IT PMO continuous improvement and identification of strategic priorities.Leading the Global Enterprise Change Management FunctionWithin Sitel, Enterprise Change Management (ECM) functions as the facilitator of both Operational and Technical change for both Client and Internal stakeholders.The function connects Operations, Account Management, Corporate teams with Security, Privacy, Compliance, Project Management and IT teams to ensure all change is managed safely and effectively for both external and internal customers.

Set up and leading the Global Enterprise Change Management Function.Within Sitel, Enterprise Change Management functions as the facilitator of both Operational and Technical change for both Client and Internal stakeholders– connecting Operations, Account Management, Corporate teams with Security, Privacy, Compliance, Project Management and IT teams working together to ensure change is managed for both external and internal customers’ aligning business objectives, financial, security, compliance and privacy strategies.• Recruiting, training and leading a team of four Regional Change Managers• Designing the multiple layers of end to end process from scratch• Designing and deploying an extremely effective Change Ticketing system with a data rich online reporting suite• Deploying the function globally leading the engagement and embedding of this function very successfullyThis has been an extremely successful functional development which has developed to ensure the global Sitel business has 1. Aligned with Security, Privacy (e.g. GDPR and other regional Privacy Requirements) 2. Been able to deliver the full range of client and internal change safely, quickly and effectively3. Capture the very significant cost of client change and change the Account Management culture to value the real cost of change.4. Assessed client and internal change management requirements for all Work @ Home deployments during the COVID-19 crisis, supporting deployment of 80,000 W@H seats within 8 weeks

Delivery of projects across EMEA and Globally.Including:Management and delivery of over 60 projects. Winner of EPMO Global Project Manager quarterly awards several times, winner of EPMO Global Project Manager of the year 2013.Including:1. Large-scale new client business implementation projects across multiple EMEA and Global locations including very successful delivery of largest EMEA recent win – TDC over 1000 seats/$250 Million Contract Revenue2. HR Projects, including restructure across all EMEA Regions and Countries3. Business Systems Projects - EMEA Deployment of Kronos, deployment of new Payroll solutions encompassing all business systems, integrating with In-house client systems4. IS Infrastructure and Development projects 5. Large-scale business change projects, including the rationalisation and reorganisation of regional structure, implementation of Actual/Optimal Process.6. Working with Business Development Teams supporting range of bids from small single site through to successful Multi region/location bids.7. Mentoring of new Project Managers

The management of the delivery of all Change within Sage UK’s largest business division.Including:1. Prioritisation, designing and planning all major change programmes to improve the overall offering made to over five hundred thousand customers and seven hundred staff2. Set up a Project Office, supporting and managing all projects and changes within the department3. Managed a small team of Project Managers and mentored staff involved with project delivery 4. Designed an improved project management methodology within the business. This included the development of a “fit for Sage” Prince 2 based methodology, writing and delivering a two day training course which included an online certification exam, producing a comprehensive toolkit and web site for project managers. This was so successful within the department that it is now the standard Sage UK Project Management Methodology and has been rolled out across all of Sage UK Divisions with 60 individuals the UK receiving training and certification so far.5. Designed and implemented an improved methodology for the delivery of change initiation within the business. This ensured that all changes were carefully assessed, analysed and prioritised to best support the overall business strategy. 6. Provided best practice project planning consultancy to teams across the business7. Managed multiple projects8. Ensured that all departmental processes and procedures were prepared for compliance audits. This included the management of a very successful external KPMG Audit of the divisions Customer Services as well as preparing the department for two successful ISO Audits.9. Carried out internal audits of business process within various Sage UK divisions10. Worked as part of a Sage UK cross functional team, delivering Consumer Credit Act Compliance within Sage UK.11. Supported the divisions Senior Management Team with strategic planning and analysis

Provided formal Project Management services to the SITEL UK and European business. The role involved the management of all aspects of the complete outsource project lifecycle from solution development /sales through to operational embedding requiring the management of numerous work streams across multiple sites and countries dealing with several clients and virtual delivery teams speaking several languages.Including:Management and delivery of 1. Large-scale new business implementation projects across multiple UK, European and offshore sites.Including:• Implementation of 150 seats in 4 contact centres across 3 countries to support charge card merchant services in seven languages• The scoping and planning of a multi channel 300 seat contact centre solution across 3 sites to support distribution of orphan assets for major UK Insurance company, this was part of major business change project for the insurance company which included a re-launch of the companies brand• Implementation of Offshore Migration for large blue chip client involving migration of 80 seats from UK to Mumbai India, working in both UK and India2. IS Infrastructure and Development projects 3. Large-scale business change projects, including the rationalisation and reorganisation of SITEL UK’s structure4. Working with Business Development Teams to develop and implement solutions for new clients. This involved the participation in bid teams planning delivery of contact centre solutions. It frequently involved the planning of delivery of offshore contact centre solutions.5. Developed implemented and embedded a Contact Centre Project Management Process/Discipline used by SITEL UK and Ireland.6. Managed and delivered an IT audit process across SITEL UK and Ireland, this resulting in the successful passing of IT audits for 2 of SITEL UK’s major clients.

At Axciom/2Touch I had several roles, starting as an Account Handler Project Managing Telephony and Fulfilment Projects for Procter and Gamble then working as a Call Centre Operations Manager, Call Centre Project Manager and finally Contact Centre/IT Project Manager.

Set up and management of American Express’s first Outsourced Pan European Call Centre in the United Kingdom.