Senior Engagement ManagerDate Employed March 2019 – PresentPrimarily responsible for managing the successful deployment of the solution, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction.* Engagement management of multiple ServiceNow projects on behalf of ServiceNow to an EMEA customer base.* Lead… Show more Senior Engagement ManagerDate Employed March 2019 – PresentPrimarily responsible for managing the successful deployment of the solution, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction.* Engagement management of multiple ServiceNow projects on behalf of ServiceNow to an EMEA customer base.* Lead multi-disciplinary project teams* Plan and deliver project kick-off meetings.* Work with Sales to produce Statements of Work (SOW’s) based on customer requirements.* Be single point of contact / escalation point for customer to ServiceNow.* Hold regular project review calls / meetings with customers* Deliver ITIL based Gap Analysis workshops to assist customer derive product requirements.* Work with customer to produce project plans.* Project status reporting for stakeholders* Work with Services Manager(s) to allocate appropriate resources either with direct resources or via partner.* Deliver Pre-Sales presentations around the ServiceNow deployment methodology. Show less

Delivery Leader and Program Manager for IBM on the MBNA credit card Acquisition, specifically the infrastructure program

Responsible for IBM's UK ATM Business Service Delivery and Strategy. Leading the heritage ATM business through transformation following the acquisition of the G4S ATM engineering business.

Account Management and GovernanceAccount StrategyBusiness developmentContract negotiationRelationship ManagementCustomer SatisfactionService Delivery excellenceResponsibility for P&L

Service Delivery Management Service level Management Customer SatisfactionIncident and Problem ManagementChange Management

Availability ManagementService ManagementIncident Management Problem ManagementChange Management