Dan Hayes Email & Phone Number

Leading the successful delivery of strategic and transformational change across the Enterprise Markets Business Unit ensuring:o Demand management & business prioritisation of innovation initiatives delivering most value to the business.o Efficient & effective delivery of initiatives using best practice methodologies through an incremental approach. o Ensuring & measuring value accrued though change (benefit/ROI/transformation costs)o Driving Agile adoption across the business and increasing maturity.

Manchester, England, United Kingdom

Responsible, for delivering business change for Proposition delivery into Gamma Direct Enterprise. Co-ordinating the programme’s projects and management of inter-dependencies including oversight of any risks and issues arising. Leading on the development of new capabilities and skills for the business to enable effective change and realisation of projected benefits.

Manchester, England, United Kingdom

Project Manager/Programme Lead – Direct PropositionsPerforming the role of the Programme lead for Gamma Direct’s proposition delivery within Business change.Working with Direct SLT members across the business to define, prioritise & shape proposition delivery across both UCaaS/CCaaS and Access portfolio.Project Delivery responsibility for Complex & High Priority projects within the portfolio – Delivery & execution, stakeholder management & prioritisation, Risk & Issue management, progress reporting.Provide oversight & support of junior project managers/analysts delivering propositions within the programme – Risk & Issue escalation point, Mentoring & personal development, collaborative planning & problem solving, training.Working with Senior Management & Head of Dept on development & delivery or fundamental delivery model – adoption of new methodology & ways of working, onboarding & development of new tools & systems, built & rolled out new reporting frameworks & documentation for use across Business change programmes.Key Highlights:Migration of entire Gamma Mobile base to new Three UK platformRapid onboarding & delivery of Microsoft Teams Operator connect – key strategic partnership with MicrosoftLiquidation of the Exactive business & integration of core process & functions to GammaDirect delivery & readiness of a successful dedicated Horizon Contact platform for University Clearing in 2022

Manchester, United Kingdom

Product Project Manager (Direct B2B) – May 2020 to May 2021Management of a programme of work to deliver on the TalkTalk Business Direct ‘Fibre For Every Business’ priority. Programme made up of multiple inter-dependent projects with £1m+ budget over 2 to grow the TTB Direct FTTP data & voice footprint.Drive the activity trackers and work items for each of the projects with responsible owners.Manage cross-programme & portfolio dependencies internally & externally with other project & programme managers.Deliver regular Senior management updates on progress to plan, escalating risk and issues appropriately aswell as seeking appropriate project & programme decisions via weekly programme board reviews and project status reports.Key projects:FTTP Data Only – Fast PlanStrategic FTTP Data & VOIPVOIP enabled Wi-Fi HubTechnology Project Manager – March 2019 to May 2020Management of multiple IT and technology transformation projects under the ‘Simple, Stable Systems’ Program:IBM Power Platform MigrationIT Estate Security Patching

Manchester

A newly created role with the responsibility of ensuring operational programmes are delivered with minimal impact to day to day Provisioning operations and customer experienceInitial task to scope out the roles responsibilities and objectives as to how this will support the wider operational teams and provide a governance structure for change into ops.Created the initial plan in line with the product and project delivery roadmap to re-focus the operational teams on the anticipated timelines of change being deliveredCreated a set of design principles for use in all operational requirements gathering sessionsAct as the gatekeeper and controller for all change within operations, co-ordinating resource requirements and availability, requirements gathering, product and process shaping, test and trial windows, and gating/sign off procedures.Tasked with Fully owning end to end planning of all Operational product, systems, and process deliveries/updates including the new Cloud Ready Connectivity portfolio within Ethernet Provisioning.Supporting and Ensuring that all teams are engaged and up to speed on all planned product, process, and system deliveries impacting their areas.Work with the key stakeholders around the business from sales, technology, product management and assurance to shape operational readiness and acceptance plans for each delivery.Responsible for defining success (entry and exit) criteria for all work streams within Service Delivery. Engage with & support the Trials and Pilot of all change delivered into provisioning (System, Process & Products).Ensure that all Operational KPI’s as part any new work streams coming into Data Solutions are defined and tracked.

Manchester, United Kingdom

Selected to take on a key role within our Data Solutions function, delivering bespoke connectivity solutions of varying levels of complexity to all TalkTalk Business customer channels.Key responsibility to re-stabilise the function following a period of change, ahead of the launch of TalkTalk Business’ Cloud Ready Connectivity launch at the end of 2017.Dedicated time to meeting a variety of our customers in differing industries to understand their businesses and their needs to develop a plan to return the area to stability.Remodelled the team utilising key individuals from other areas of the business to provide the skills and experience required.Led the team through a recovery period by upskilling team members, creating insightful management information and enhancing existing workflow management processes.Implemented changes to the supply chain with defined Operational Level Agreements and accountability with internal and external suppliers.Returned the team and the existing service wrap to stability and delivery to service level agreements.Supported the recruitment and induction of a new Senior Delivery Manager and additional Delivery Leads into the function as it returned to growth.Delivered a segmentation process to provide dedicated service wraps to our Partner and Direct channels.Introduced new stakeholder relationships and Customer Service Plans to streamline and enhance the customer experience.

Warrington, United Kingdom

As a result of success in my previous role, I secured an opportunity to assume responsibility for Ethernet delivery to our strategic wholesale partner base.Accountable for delivery to some of the UK’s leading Telecommunications ProvidersIntegrated our Next Generation Access (NGA) based Ethernet product into the wider Wholesale delivery function to deliver a single service journey for all Ethernet access products.Separated the delivery of Wholesale Ethernet delivery for our key strategic partners from the wider function to re-establish a service wrap aligned to their needs.Delivered revenues that contributed to majority of TalkTalk Business’ 5 year growth targets.Worked with my team to support their personal development, including progression into leadership roles.

Warrington, United Kingdom

Responsible for a multi-service delivery team, managing the provision of products such as legacy voice, NGV and NGA Ethernet.Delivered the sunset of our legacy off-net voice solution to our Enterprise customer base.Led the transition of our NGA Ethernet product from trial and incubation to an in-life proposition.Following a challenging roll-out, delivered an early life get-well plan to stabilise the delivery journey and return the product to scalability. Operational lead for the first iterations of cloud ready connectivity including the migration of NGA Ethernet to the strategic platforms, making it the first product to be delivered via our class leading MyNet portal and automated delivery solutions.Following a successful migration, led the closure of the Tactical platform in line with the TalkTalk Group systems rationalisation program.Operational lead for the integration of the newly acquired Tipicall business and supported the launch of our first Full SIP proposition.Delivered the stop-sell and closure of the underperforming Converged NGV solution.Additionally took on a project for Ethernet De-provision recovery. Included creation of a interim team to bring accountability under one umbrella.Delivered a process improvement plan to reduce hand-offs and manual effort to recover SLAs.Once recovered, delivered a plan to outsource to strategic partner and setup the ongoing supplier management relationship once complete.

Warrington, United Kingdom

A newly created Senior Escalation Manager role responsible for high level Ethernet escalations for all TalkTalk Business partners, during the height of Openreach’s delivery crisis.Responsible for re-defining Customer Service Plans and escalation paths for all service grades within Ethernet operations.Optimised workflow management within a Salesforce case management platform.Developed management reporting and root cause analysis to drive BAU performance improvement along with trend analysis to support supplier managementRobustly managed the Openreach Professional service function to ensure a suitable return on the cost to procure.Provided operational management information, analysis, reporting and insight to the wider TalkTalk and Openreach supply chain.

Irlam, Manchester

After leading the Ethernet transition to TalkTalk business in the North West, I secured a role in the newly launched Enterprise Grade delivery operation.A hybrid role consisting of project/delivery co-ordination of Ethernet services and support of the wider service management teams in their roles with our top 20 Ethernet partners.Provided on-site delivery and support to key TalkTalk Business partners and supported newly on-boarded partners, delivering training to their delivery teams.Operational SME on new product developments including the gathering of requirements for our next generation cloud ready connectivity portfolio.

Warrington, United Kingdom

Following the launch of TalkTalk Business’ Ethernet portfolio post Tiscali acquisition I was tasked with leading the transition of all of the legacy Tiscali delivery knowledge and skillsets to the North West.Responsible for the recruitment of a completely new team in the North West, and roll out of all required delivery systems and tools in anticipation of handover.Led the knowledge transfer activities, handover of processes, training and established customer relationships into the new team.Delivered all transfer activity to timescale and quality, enabling the business to successfully complete the closure of our Southern Ethernet delivery operation and site footprint

Warrington

Responsible for operational delivery for TalkTalk Business mobile including provisioning, service and technical supportOperational lead for the transfer of mobile provisioning from our Southern operations to the North WestDelivered process improvements to improve handling time of Mobile Provisioning, porting and hardware deliveryCreated new Premier service wrap for high value mobile customers to improve customer experience, growth and retention.

Warrington, United Kingdom

Liverpool, United Kingdom

Liverpool

Liverpool

Liverpool

Knowsley