Key Responsibilities• Outsource finance function to 3rd-party company• Setup of BPO offices in Krakow, Poland and Noida, India• Successfully managed extensive travel diary working across business entities• Acted as liaison between technical, finance, training and PMO groups both internally and externally• Managed contract deliverables from supplier to ensure complianceKey Achievements Successfully outsourced entire finance function Completed setup of BPO offices in Poland and India Oversaw timely completion of knowledge transfer

Key Responsibilities• Contract/SLA/Vendor management. Ensured all contract requirements were met for customers.• EMEA Operations Setup. Created, developed and managed a new department to meet customer needs for software and hardware operations support.• Management of technical lottery systems European wide.• Lead strategic initiatives. Devise and implement strategic initiatives to improve customer satisfaction (CSAT) and efficiency in lottery operations.• Business Development. Coordinate client services input to bid management activity in securing new contracts.Key Achievements Creation of a consolidated client services organisation to support lotteries across Europe. Implemented processes, procedures and metrics to improve efficiency and increase overall CSAT and “up-time” of the systems. Oversaw service delivery improvements that resulted in a 33% increase in CSAT score obtained through customer satisfaction surveys. Implemented key performance indicators (KPIs) to accurately measure performance against important customer objectives/deliverables. Oversaw completion of ITIL V3 Foundation Certification by all operations support personnel.

Key Responsibilities• Responsible for delivery of technology projects to all lottery customers in Europe.• Manage, coach and develop a team of software and operations personnel across multiple locations in Europe.• Develop, implement and manage change, risk, and incidents based on ITIL best practices.• Provide strategy, plans and budget from technology organisation to support bid process. Key Achievements/Key Relevant Skills Gained Completed ITIL V3 Foundation Certification. Delivered process and delivery improvements across the entire region. Successfully delivered all projects on time and with no downtime. Key member of bid teams that won several large contracts with lottery customers.

As Senior Project Manager I was responsible for managing multiple projects simultaneously. These projects ranged in timeframe from short (up to 6 months) to long (up to 3 years) and with budgets ranging from small (up to $4M) to large (up to $40M). The projects were for lottery companies across Europe and the project teams were dispersed across multiple countries on 3 continents.