Independent management consultancy specialising in innovation, business solution architecture & transformational project services. Client engagements include:MIND TOOLS (UK / ANZ) – Engaged to support the business through the migration from a pre-existing regional reseller arrangement to direct client relationships and local market presence in ANZ. Provide consultancy advice addressing options appraisal and business case development, as well as practical planning and advice on organisational structure, resourcing, transfer pricing, etc. Operational support throughout the transition period in the areas of client relationship management, business development, and commercial partner negotiations and contracting.INDUSTRIAL INNOVATION CENTER (Oman) – Consulting on a national initiative in the Sultanate of Oman, supporting government objectives to upskill domestic workforce and diversify GDP. Training, coaching and consultative guidance was provided within a methodological framework for effective solution design, commercialisation, business architecture and start-up. Working prototypes and viable business models concluded a programme attended by business owners and managers, academics, civil servants and recent graduates. BCS (Chartered Institute for IT, UK) – Longstanding relationship covered a variety of change management and transformation engagements impacting on: new strategic international partnerships, innovation in product / portfolio management, re-engineering multiple operational functions, and technology architecture (review, service & capability modelling, future state design)INTERNATIONAL NON-PROFIT (Ireland) – An ambitious programme to confirm feasibility and design a complete business and technological solution enabling diversification & vertical integration. Defined innovation opportunities, technical architecture, business operating model, commercial & organisational designs, and supplier/technology risk assessments in acquisition due diligence

Working as part of a team of HiveMind management consultants to design, develop and deliver a comprehensive business diagnostics capability and associated consulting services. My development focus as a specialisation within HiveMind is innovation though I, and the network will work with clients in the arenas of business architecture, digital transformation, operational delivery, strategic sourcing, and many more.The HiveMind network is a commercial enterprise fuelled by a community of top calibre consultants with a shared set of values, focused on providing the best quality advice, guidance and service to clients. From strategists to project managers, marketers to agile coaches, the common thread is outstanding experience and reputation.

Responsible for governance and strategic alignment of the largest learning managed service contract in Europe, providing learning and development services for c. 450,000 UK and overseas based Civil Servants. Programme service portfolio includes QA and continuous improvement of over 600 standing products, and procurement and delivery of several hundred bespoke learning service projects. Services are fulfilled directly or via a supply chain of over 1500 registered providers - ranging from independent sole traders to large PLC organisations.Strategic and line responsibility for all supplier and project management activity. Responsible for IT strategy and technology architecture for the contract service.Full term contract extension (4 years) awarded after only 12 months of operation.

Responsible for the design, and implementation of a leadership programme for the Audi UK network estate across the UK and Northern Ireland. Facilitate and manage the identification, procurement and supply of bespoke development activities for each of the 100+ participants according to their individual goals and aspirations. Services range from consultancy services through experiential learning activities to formal qualifications obtained from higher education programmes of study.

Management and strategic alignment of a complex change programme led from a perspective of developing organisational capacity, efficiency and performance effectiveness. Primarily delivered through a range of coaching based development interventions aligned to support and ensure the achievement of a range of strategic business initiatives by existing organisational resources.

Responsible within Capita Learning and Development for delivery of outsourced services to both public and large private sector organisations. Outsourced services range from preferred supplier agreements and bespoke development projects, through managed procurement and sole supplier services to strategic partnerships offering bespoke fully managed L&D services.Project work has included activity on behalf of BAA, the Office for National Statistics, Port of Felixstowe, and Audi UK

Responsible for the successful management and the on-time, within-budget delivery of all Census training services by Capita. This position covered all aspects of the project and included design, development and delivery of all training materials and infrastructure, supplier selection and management, and documentation and procedures ranging from training strategy, to operational processes & procedures and business continuity plans. Project planning, reporting, MI, change control, financial management, and project closedown are also within the scope of responsibility.Headline delivery achievements include:- 2 fully featured training DVDs- an online learning management system (LMS), infrastructure and support service which served up to 51,000 user logins in one day, and integrated with both recruitment software systems and a data warehouse- an extensive suite of accessible elearning and face to face training courses and training materials- a training event schedule covering all of England and Wales and accommodating approximately 30,000 attendees within a 5 week period.- Operational delivery of face to face training courses to approximately 40,000 delegates in Q1 2011

Turned around failing business operation through focus on customer service, IT, and change program delivery. Reporting to the partnership board, led a workforce of 70 employees encompassing Customer Service, IT, Production, Research, Translation, Sales, and Finance departments. Built and managed a multi-national, multi-lingual team covering all active languages. Negotiated and managed purchasing, sales and reseller contract agreements on a global basis and managed P&L, forecasting and annual budgeting processes. Developed strategic investment plan and 5 year financial model for long term business success, obtaining board approval for large scale technology renewal project.

Retaining responsibilities from previous position, directed commercial operations for training event delivery and customer service throughout Europe. Aligned business processes across departments to enhance consistency of client experience. Negotiated new supplier contracts, reducing costs and risk whilst supporting excellent service delivery. Reviewed engagement management process and managed sales contracts, setting discount strategy to ensure profitable business development.

Led customer service operations, setting strategy, identifying tactics and managing operations. Successfully expanded operations into Europe and delivered sales growth of 80% through a period of economic slowdown by building a high performance team and improving business processes and procedures. Consistently increased revenue despite challenging economic conditions. Assumed control of a stalled e-commerce project, creating logic matrix tables to manage VAT variables and delivering project within budget. Improved operations and cut costs via numerous innovative techniques, including international telephone number cost sharing.

Led reorganisation of Customer Interaction Centre on a short-term contract basis to retool for rapid growth. Prepared staff for SAP implementation and managed operations for a centre responding to approximately 11M inquiries annually as well as new outbound sales call functions. Conducted profitability analyses and provided leadership on business development initiatives. Reduced average call answer delay from 2-3 minutes to 30 seconds and slashed abandonment rate from 20%-25% to less than 5%. Implemented bonus scheme that resulted in £40K per month in incremental sales. Created a team leader development programme that was adopted company-wide.

Led formation and operation of an inbound call centre comprised of 350 agents and 26 team leaders working in shifts. Managed team performance, setting objectives and monitoring progress to ensure all key performance indicators and service level agreements were met. Developed employee leadership potential, training a Team Leader who eventually assumed Operations Manager role. Obtained contract extension at the expense of incumbent competitors due to excellent performance; Cap Gemini subsequently won a further 2-year contract with an additional 200 seats.

Played key role in establishing department and oversaw daily operations. Proactively resolved escalated customer complaints. Managed employee performance, providing motivation and coaching via group and one-on-one meetings and offering appraisals and career development opportunities. Received 2 promotions within 2 years due to outstanding performance.