Christopher M. Email & Phone Number

Experienced in leading digital transformation to deliver technology change, infrastructure stability, secure operations and outstanding user experience. Successfully led an award-winning 900+ technology workforce across 34 countries. Extensive experience managing and controlling up to USD 80 million annual operational and change budgets.Delivered a 3-year customer experience program to deliver global automation scripting, proactive data forensics, self-service technologies, walk-up advisory, service behaviour training and UX measurements delivering annual improvements to service levels, customer experience metrics and significant cost saves.Led a 500 person IT infrastructure department across Europe, Middle East & Africa delivering stable and secure operations through effective change, problem, incident and risk management for all desktop, server, database, network, telephony, storage, and data centre technologies.IT Program Manager with demonstrated ability to manage diverse programs and projects from initiation through to conclusion within fast-paced, time-sensitive financial environments.Extensive experience managing the software lifecycle including development, testing, system maintenance, 3rd party integration, business continuity and implementation of insourcing/outsourcing strategies.Extensive experience implementing continuous service improvement through service level agreements, operating model transformation and UX transformation.Extensive experience managing application development and infrastructure support from offshore delivery centre's and vendor managed service contracts.Strong interpersonal communicator who effectively interacts with clients and all levels of management.Decisive, energetic, focused line manager who develops high-performing teams through personal development, organisation transformation and process improvement.AREAS OF EXPERTISELeadership & change management: Strategy development | Operating model improvement | Increasing employee engagement | Improving customer experience | Leading international teams | Mentoring of senior managers | Program / organization communication | Financial management.Quality improvement: Quality assurance / control | Continuous process improvement | User Experience (UX) | Service management governanceSuccessful program implementation: Analysis of business opportunities | Definition of scope and requirements | Project initiation through to closure