David James Email & Phone Number

I manage and track project portfolio for the DEKRA Advisory and Training division. Im responsible for the oversight of the OPEX and CAPEX budget allocated to the business lines and delivery of the strategic initiatives. A large part of my role is focused on the coaching, mentoring and training for the project and program managers in project management methodology. I am also on of the Subject Matter Experts for the organisation in Planview – Enterprise Project Management software tool. Key Achievements• Built DEKRAs first Program Office from the ground up• My methodology was implemented across the company - first true Project organization.• Introduced Global Enterprise Project Management tool into my line of business – Planview• Ran company SWAT teams to implement the Enterprise Project Management tool• Subject Matter Expert in Planview• Core proponent and SME for SCRUM working in the business

Belgium

Program Manager for all international programs and projects for the EMEA regionHead of Resource Management to allocate and manage consultants for the EMEA businessBusiness Development support on large scale client bids to present to C-suite clients how our solutions were professionally project managedManaged Sales Funnel Pipeline - working with Director of Sales and Consulting to track the funnel and resource the business need based on client requirementsManaged the recruitment lifecycle for all new consultants and staff membersResponsible for personal development for all new joiners including organization of development opportunitiesResource Management for consultants to maximize utilization as well as tracking the wellbeingSingle point of consultancy on all project management need for the EMEA businessTracked and reported revenue realization

Customer Experience Senior Project ManagerProgram managed the PCI Complaince ProgramDelivered complex infrastructure changes onto the billing platformsDelivered financial audit recommendations to secure BT maintenance for license to trade card paymentsProject managed moving BT Business Billing operations onto Genesis Workforce Management system - incorporating integration of all customer service processes into forecasting and scheduling

London, England, United Kingdom

Program managed the Interactive Voice Recognition and Automation for BT Retail Customer ServicesDelivered projects in close customer contact - collaboration with supplier and client creating a trusting respectful working relationshipLobbying and senior management stakeholder experience to manage and launch customer improvement solutionsMentor for all junior project managers (graduate program) and colleagues acrosss the business to build project management capability and skillsAchieved stretch KPI for cost saving metrics 3 years running removing a total of 18 million from the cost base of the business Owner of the change program for BT Retails consumer IVR estate - introducing simple customer experience Delivered redesign program to the Automation call steering system increasing automation from 25% to 47% - huge cost saving intiative for the business

Lead Project Manager for the largest, most complex IT infrastructure change in the companies historyMoved 33 sites (including Noida, Bangalore and Manila) from legacy call steering platform to Genesis Strategic Call Routing System - whilst ensuring 'seamless service' for our external and internal customers.Launched first VOIP network into India (Bangalore and Noida) delivering the IT infrastructure through my management of international IT professionals. Created the 'template for change' on all call centre IT change management initiativesDelivered IT changes out of hours into extremely challenging environments whilst not impacting customer call flow.Single point of contact and escalation for all call centre directors for all technology issues related to the change.