Objective: To provide MD/CEO’s and Founders with the time to focus on growing their businesses, rather than be stuck in operating detail, enabling increased revenue, reduced cost with risks managed.Day to Day Operations 🔸 Review, design, and implement structure and process improvements 🔸Manage any operating activities including software development, product management, R&D, customer support, project management, PMO, 24/7 operations, organisational development, etc. 🔸Setup outsourcing/offshore teams for success 🔸Change management 🔸Program management for critical projectsExecutive Partner 🔸Advisor / Mentor 🔸Strategy & governance support 🔸Interim exec leadershipCustomer Success 🔸Implement customer success framework, setup teams and structures 🔸Implement best practice customer support 🔸Customer delivery & program management

Objective: To scale up the organization to deliver the business strategy and meet growth targets while optimising or reducing cost and mitigating operational risk. Lead operations and product strategy while ensuring customer success.🔸 Established a new leadership team and doubled the size of the team in the first 18 months. Managed a global multi-disciplined team of over 550 people and championed performance management and organisational development across the organisation.🔸 Responsibility included operations management, product management, engineering / development, PMO / delivery, quality, support, IT, partner management, and enterprise planning.🔸 Led the product organisation including the modernisation of the product tech stack towards a Microservice architecture and implemented an API first strategy.🔸 Helped and led improvement in many customer relationships, securing, and retaining contracts.🔸 Supported Pre-Sales through estimation, project design / planning and contract negotiations to meet new business development targets.🔸 Increased partners and formalised partner management to include multiple offshore vendors reducing dependency risk and cost of product development.🔸 Established a KPI driven continuous improvement programme delivering major strategic transformation and process improvement. Implemented tools for project and portfolio management. Implemented agile project methodology and project management discipline delivering in shorter cycles to customers.🔸 Improved communications through companywide all-hands meetings and regularly provided board updates and attended board meetings.🔸 Recruiting and team development.Result: Delivered in excess of $4M incremental revenue year on year with cost savings of in excess of $1.5M through API First strategy, improved process and the effective use of outsource partners. Minimized delivery risk through the implementation of agile project methodology. Managed 550 people and $40M budget.

Objective: To design and implement a new customer success framework to enhance strategic partnership with customers increasing product revenue from existing customer. To manage global customer success and project delivery teams contributing $20M revenue from existing customers. To reduce cost through increasing product sales and minimizing custom work.🔸 Designed and implemented a new customer success framework to enhance strategic partnerships with customers and managed a global customer success / project delivery team aligning the team on product sales.🔸 Worked with C-Level leadership of global airline brands on strategic planning and account development.🔸 New business planning and sales management of upsell products to existing customers.🔸 Financial analysis and business analysis to ensure deals meet agreed targets including ROI and risk.🔸 Improved and turned-around many customer relationships.🔸 Led voice of the customer influencing the entire organization and the product roadmap, rolled out Net Promoter Score and improved value delivered to customers and NPS.🔸 Worked closely with Finance, Sales & Marketing, HR and LegalResult: In partnership with the executive team, designed and implemented a new customer success framework increasing product revenue from existing customer by over $2M. Delivered over $20M revenue with 5% increase in profit as result of increased product sales and reduced customization to existing customers.

Objective: To transition from enterprise software license pricing to transactional pricing re-engineering project delivery, quality and testing practice while maintaining agility and flexibility in operations. To own and develop several key customer accounts delivering projects on time and to budget. 🔸 Managed customer accounts with responsible for the P&L and the entire client relationship (voice of the customer). Product sales to existing customers to agreed targets including program management and delivery from new projects to post implementation support. 🔸 Managed a 40-person software quality and test function (team based in Dublin, Manchester, Atlanta, Manila and Minsk) including software test strategy, direction and development. 🔸 Managed a $16M budget and a multi-disciplined team of 90 people responsible for client account management, QA, project delivery, outsource partner management, global ICT infrastructure, budget and forecast.Result: Delivered in the region of $5-$10M revenue to existing customers per year exceeding forecasts while saving in the region of $1.5M per year through lower cost offshore teams. Effectively managed quality risk with no critical issues impacting uptime reliability in production.

Objective: To improve customer satisfaction and loyalty by improving and turning around a non-performing support organization within budget. To bring control and delivery excellence to three of the largest customers account two of which were at risk and continue to lead the test organization. 🔸 Managed and led a multi-disciplined global team including 24/7 support, software maintenance (development), software test, program and project management, global IT. 🔸 Manage key customer accounts with responsible for P&L and the entire client relationship including account development, project management and delivery. 🔸 Manage key outsource partner in Manila.Result: Turned around customer support improved customer SLA times and reduced costs by $200K through improved tools, process, reporting and training within first year. Delivered in the region of $5M revenue per year to three of the largest customers, cut costs by approx. $1.4M through outsourcing and consolidation of IT systems. Effectively managed quality risk with no critical issues impacting uptime reliability in production.

I established the Design Verification Test (DVT) department for Datalex. I introduced and standardised the test process and tools across all locations and frequently took advantage of different time zones to reduce elapsed test time on projects with aggressive schedules. This role required me to have a mix of skills – start-ups, teamwork, management, leadership, project management, technical, etc.

🔸 On-site installations / troubleshooting of X.25 Gateways, Novell Servers, Windows For Workgroups Networks, Windows 95 Networks, ALC Terminal emulation’s, Videotex, Server Migrations, etc.🔸 Customer support (on-site and telephone).🔸 Provide backup to System Administrator on a 50 User Network, Novell 4.11 File Server, Windows NT 4.0 Server, Exchange Server, etc.

🔸 Technical Support - Onsite and Telephone (Computer hardware, Software, Networks, Servers, etc.)🔸 Server Installations - SCSI Devices, EISA Systems, PCI, backup devices, etc.🔸 Tulip Computer - repairs, configurations, installation🔸 Customer Support - Local Authorities, Corporations, Schools etc.🔸 Network setup and cabling