Working in the Business Change Delivery team with the responsibility of collaborating with the firms technology and business partners and teams to deliver the strategic transformational Salesforce programme globally.Responsibilities• Technology Programme Management for design & build phases for Salesforce Sales & Marketing Cloud• Stakeholder Management• Business Change Management• Programme Governance

Product Specialists support our user's technology experience and strive to make that experience as effective as possible. As a Manager for the Leasing and Market Intelligence portfolio I help the global team of specialists achieve their goals of providing best in class product support services and help them in developing their careers at JLLT. As product specialists we play a key role in delivering and enhancing product experience for our core leasing and market intelligence technology users.Responsibilities• Global Product Specialist team management• Career Development across Product Operations• Technology Product OperationsAchievements• Managed a global team of 29 product specialists in the transformation to product focused operations ensuring consistent process implementation and continual service improvement across the product portfolio using agile methodologies.• Managed the launch of a new regional CRM/Leasing Platform in Germany replacing a legacy in-house technology platform with new integrated technology supporting country wide operations. Working with product engineering and local business stakeholders to manage the product transition, data migration and business change management activities.

Working as a Programme Manager within JLL Technologies Product Operations team. Managing global CRM programmes using both Microsoft Dynamics & Salesforce to implement sales acceleration technology and business process change to aid growth and consistency of sales and property management processes across the global corporate real estate business. Responsibilities• Operation of the programme governance and financial control.• Business case definition.• Stakeholder management enabling the business change required for the sales/customer relationship management solution across the global business.• Planning and implementing technical delivery and business change activity programmes.• Ensure data completeness and quality of multiple sources of client and property data linking to the organisation’s data programmes.• Driving usage and adoption of the solution post implementation.• Mentoring junior project managers and product ownersAchievements• Managed the migration of 500+ users from a legacy Microsoft Dynamics CRM to a new Salesforce CRM for the Global Corporate Solutions team across three regions. Transforming the technology and data to support new sales processes across the global teams.• Managed the transition of development from Singapore to a new centre of excellence in Malaga in Spain while executing on the programme deliverables during 2018.• Implemented capacity management and resource planning capabilities for the Agile development team.

Responsible for technology and business change delivery of the Microsoft Dynamics CRM solution within the Global Insurance and Human Capital & Benefits organisations of Willis. Delivered in a context of complex business and organisational change.Responsibilities• Operation of the global programme governance and financial control.• Business case definition.• Stakeholder management of all country leadership enabling the business change required for the first global sales/customer relationship management solution across the business.• Planning and implementing technical delivery and business change activity for the programme.• Implementing target operating model processes and procedures for the support, maintenance and operation of the solution.• Ensure data completeness and quality of multiple sources of client and prospect data linking to the organisation’s master reference data programme.• Driving usage and adoption of the solution post implementation.Achievements• Directing and supporting the programme team in successfully completing the rollout of the global solution to Australasia, United Kingdom, Western Europe and Central Europe Middle East & Africa regions. • Managing training for champions and end users, data cleansing and migration from legacy solutions and technical solution delivery for Microsoft Dynamics 2013 on premise using an Agile development approach.• Implemented the post implementation target operations model for support and maintenance of the IT infrastructure and data administration. Including usage metrics and a service catalogue.• Increasing usage metrics between 5% and 20% regionally throughout the post deployment phase by measuring and monitoring user adoption and usage to drive the desired business behaviours for the new solution.

Responsible for all services delivery, professional services and customer support, in the IT Service Excellence (ITSE) practice for Devoteam Group in the UK.Responsibilities• A member of UK Senior Management Team reporting to UK Country Manager defining and executing the UK country and Northern Europe regional strategy.• Operational management, control and governance of an organisation of 30 project delivery, customer support and managed service staff delivering on premise and SaaS solutions representing £16m of revenue per annum in the IT Service Management proposition. • Resource management and utilisation reporting for team of 30 staff.• Customer issue escalation management and resolution.• Professional services and support partner management for BMC, ServiceNow & CA.• Professional services pre-sales and bid review for 5-10 new bids per month.Achievements• Created the professional services team structure based on technology streams for BMC ITSM, ServiceNow and CA Network Service Assurance. Improving project visibility and control and effectiveness of proposition cross sell opportunities. • Created lessons learnt structure and process to capture practical improvement recommendations from project and pre-sales experience.• Enabled savings of 25% in UK service delivery costs and created 10% additional services revenue by working on Devoteam Group Industrialisation Programme to create low cost near shore service centre in Morocco.• Increased UK PS staff utilisation from less than 60% to > 85% in 18 months by accurate reporting.• Achieved high levels of customer satisfaction for clients such as FCA, Clifford Chance, Easynet, Kingston Communications and BP.

Responsible for the Customer Service operation for Devoteam Group in the UK. Directing a team of customer service professionals in selling and delivering high standard post project delivery technical support for IT Service Excellence (ITSE) solutions.Responsibilities• A member of UK Senior Management Team reporting to UK Country Manager defining and executing the UK country strategy.• Operational management, control and governance of customer services organisation of 13 customer support and managed service staff delivering on premise and SaaS solutions representing £12m of revenue per annum in the IT Service Management proposition. • Customer and internal service delivery reporting for 70-100 clients.• Customer issue escalation management and resolution.• Support partner management for BMC, ServiceNow & CA.• Customer services pre-sales and bid review for 3-5 new bids per month.Achievements• Supported £10m of new group wide revenue by successfully migrating an acquired service desk from South Africa to Morocco whilst maintaining service levels. Won an internal award for this project in 2010.• Supported £5m of new UK business at BP by creating a new managed service capability to support global BP IT Service Management solution. Won an internal award for this project in 2011.• Achieved high levels of customer satisfaction for clients such as : BP, KCOM, Virgin Media, FSA, Clifford Chance, Vodafone & LCH Clearnet.

Managing a team of technical customer support professionals delivering high standard technical support on technical solution in the Enterprise Service Management (ESM) practice for products from BMC, CA & HP.Responsibilities• A member of UK Operational Management Team reporting to UK Country Manager.• Operational management of customer technical support organisation of 10 customer support staff delivering on premise solutions representing £6m of revenue per annum in the IT Service Management proposition. Achievements• Managed customer service staff, process and customer integration after acquisition of Tertio by Devoteam in 2006.• Managed customer service staff, process and customer integration after acquisition of UK competitor by Devoteam in 2008.• Grew customer support revenues from £2M to £6M.• Managed critical customer rollback operation for network monitoring solution within a global packaging organisation after major sub-contractor failure. Possible impact of £100M world wide.• Achieved high levels of customer satisfaction for clients such as : Royal Mail, CSC, Colt Telecommunications, BSkyB, LCH Clearnet, BAA & Kingston Communications.

Operational management of technical helpdesk supplying 2nd/3rd level support for Remedy, HP Open View, Concord & BMC service and systems management solutions.Management of staff, partners and customer escalations.Responsibilities• A member of UK Operational Management Team reporting to UK Professional Services Director.• Operation management of customer technical support organisation of 10 customer support staff delivering on premise solutions representing £6m of revenue per annum in the IT Service Management proposition. Achievements• Grew customer support revenues from £2M to £6M.• Achieved high levels of customer satisfaction for clients such as : Royal Mail, CSC, Colt Telecommunications, BSkyB, LCH Clearnet, BAA & Kingston Communications.

Deployment and project management of help desk and customer support solutions based on the Remedy Action Request System.Responsibilities• Delivery of projects based around the Remedy Action Request System software to multiple clients.• Performing roles as required such as pre-sales, solutions consulting, technical implementation, project management and training.• Developing client relationships to ensure effectiveness and up-sell based on trust and respect. Achievements• I project managed and implemented an IT Service Management solution, the Service Request Tool (SRT) for The Post Office which was still in use after 15 years.

Providing software engineering expertise for the support and development of complex military flight simulation software.Responsibilities• Specification, design, build, implementation and testing of software for military helicopter flight simulators. • 1989 Graduate Programme