# Led and managed a multi-million-pound transformation programme aimed at enhancing customer service and improving business efficiency# Part of senior leadership team, developing and executing operational strategy and business plans# Communicated at senior levels, providing frequent CEO and Board updates, papers and presentations# Established the business vision, technical strategy and enterprise architecture for the programme# Created data-centric strategy including master data management and business intelligence# Selected and procured new systems based on RFP and tender processes including contract review and negotiation# Conducted requirements capture, specification, design and procurement of new systems including CRM, websites, Portal, Online Exams, Exams Management, Question Bank, Continuous Professional Development, and Training Portfolio# Led a working group to establish a Data Sharing Agreement between partner organisations# Managed suppliers including establishing KPIs and conducting performance and SLA reviews# Led a team of project managers and business analysts # Provided IT advice to the business, with rapid implementation of flexible solutions to meet urgent needs

# Led a cross-company transformation programme delivering process improvements, data management, BI and automation# Managed a team of business analysts, application specialists and developers focussing on Business Intelligence (Power BI, Data Warehouse), ERP, CRM, SharePoint, IT Service Management, OSS# Hands-on development of Power BI dashboards and reports, plus establishing governance# Data Warehouse and Power BI pilot# Development of Master Data Management (MDM)# Data quality improvements# Process improvement and automation# Championed Enterprise Architecture for improved alignment of IT with the business strategySelected Successes:=======# Delivered a cross-functional project to improve and automate billing processes resulting in an 7% improvement in invoice accuracy (90% -> 97%) and saved 10 man-days per month on billing query resolution# Automation of high-volume manual processes (account migrations, terminations and suspensions) directly saving 25 man-days per month and enabling customer self-service# Power BI report that enabled COO to align resources with business priorities and projects (created >30% increase in hours spent on strategic projects by managing lower-priority projects and minimising BAU)

# Management and leadership of a team of 8 developers across EDI, Order Capture, SharePoint, Business Intelligence, Business Process Management, websites and portals# Analysed, documented, re-engineered and automated processes for managing suppliers, agreeing customer discounts, paying rebates, authorising capital expenditure and approving purchase orders. The improved processes were integrated with other business systems and dramatically increased employee productivity and reduced costs# Project Management - managed projects through to successful delivery making sure that targets were met, resources allocated, risks identified and mitigated, and stakeholders at all levels were engaged and kept up to date with progress# Managed major system issues - identified root causes, organised resources, made decisions and action plans, communicated clearly with affected parties and business stakeholders# Implemented many improvements including: - Agile techniques to help the team deliver software faster and more reliably with constant input from the business - Created a culture of knowledge sharing and documentation - Significantly improved the quality of output through better testing procedures and methods

# Consolidated the business applications infrastructure - enhanced availability and resilience, reduced costs by 30%. Implemented a new centralised SQL Server platform and migrated critical business systems with minimal disruption to users.

# Technical responsibility for the essential business applications used by the company including CRM, time recording, finance, helpdesk, intranet and HR# Enhanced the applications to meet continually changing business requirements# Implemented new applications# Provided training and support to end users# Developed close working relationships with stakeholders across the business, gathered requirements and then delivered solutions that met their needs# Helped managers to document and analyse business processes leading to significant improvements in customer service and efficiency, for example a 35% reduction in the time required to fulfil an order# Used initiative to help reduce operating costs. Examples include: - Website that made information from the CRM system available to all employees without incurring software licence fees - Self-service portal for customers - Redesigned the business applications system architecture to offer increased capacity and reliability without requiring significant additional capital investment

# Developed solutions for processing credit and debit cards in C and Java# Full Software Development Life Cycle (SDLC); gathered requirements, designed solutions, developed, tested and implemented software, provided 3rd line support# Worked closely with both internal and external end users to deliver customised solutions# Member of team that won the Employee Recognition Award

Implemented new reporting toolset that improved the speed of creating complex multi-page reports by 40% as well as giving new distribution options. Presented convincing business case to secure stakeholder approval