Michael Kirby Email & Phone Number

Hemel Hempstead, England, United Kingdom

London, England, United Kingdom

Recruited to manage a high profile, high speed, short term project involving the migration of Disney’s The Lion King ticketing operations from an Enta to an Audienceview platform in a tight window of opportunity created by the Covid pandemic. Extended to work on the Wicked ticketing system migration, Moulin Rouge sales portal, roll out of a digital at seat ordering system, hot drinks, cocktails and pizzeria pilots.

Witney And London In The Uk, Boston In The Usa

Working in the Transformation Office to deliver two business improvement projects to tight deadlines with limited resources. Seeking to integrate Audley with worldwide partners to provide business efficiencies from real-time product pricing, availability, booking and amendments. Four destinations went live in the past four years, seeking six more in the latter half of this year. Working to ensure product knowledge is captured easily, managed and distributed efficiently to facilitate greater returns on the investment, provide better client service and facilitate new working practices.

Ascot, Berkshire

Approached by Ascot to lead the implementation of a Green 4 Solutions ‘Go’ ticketing and CRM implementation based upon Microsoft Dynamics CRM 2015, hosted on the Azure platform using Prince2 methodology. Reviewed system customisation to better meet Ascot’s needs. Analysed data migration and consolidation from Enta, Optimo and other internal systems, to secure full integration with financial and third-party systems. Took responsibility for budgets, risk and resourcing. The new system had to encompass CRM, sales support, ticketing, membership, Royal Enclosure, fine dining, banqueting and conference management capabilities. Responsibilities included:• Budgetary control- reduced costs by ensuring supplier invoices adhered to the contractual agreements set.• 1st point of contact for information requests between the business and multiple suppliers /integrator.• Managed data migration and testing, consolidating data sources (100 years of historical data).• Responsible for system quality, arranging acceptance testing using internal and external resources, sharing test results using a Jira system.• Oversaw the successful integration of the core CRM system with multiple third-party systems.

Oxford, United Kingdom

Recruited to lead a SalesForce professional services automation project using FinancialForce ERP (PSA) to transform and consolidate business activities from the planning and scheduling phases through to billing. Project managed the customisation, implementation and migration activities.

Potters Bar

Invited to help overcome ‘growing pains’ by resolving matters with disgruntled customers and re-engineering processes and quality checks to ensure the problems aren’t repeated. The additional attention and service these customers received helped regain their confidence in the company.

Milton Keynes, United Kingdom

Recruited to rescue a failed COTS Causeway (Vixen) ERP implementation for McNicholas’s plumbing subsidiary (Wheldons). Providing BA and PM services including managing senior internal stakeholders, suppliers and customers to move the business onto the new enterprise-wide platform to very challenging timelines. In the process migrating data from legacy systems onto the new platform whilst ensuring the changes delivered business benefits to Wheldons, their partners and customers. Completed the roll-out in early 2016 with all aspects of the business now seeing the benefits of full Portable Device Accounting and customer integration, devolved management and input. Significantly improved MI and secured further efficiencies.

London And Taunton

Managed multiple ecommerce projects aimed at enhancing the customers’ experience whilst seeking to boost Debenhams’s online sales and credit card turnover.Key projects and work streams:• Instant Spend Online – leading a team of analysts, SMEs and third party suppliers to design and deliver the capability to offer online customers an instant on-line credit facility. • Gift Cards – managing the migration of Debenhams’s gift cards by a third party from an end-of-life platform to a new one whilst simultaneously upgrading the new platform to offer enhanced facilities for corporate customers. The changes were on budget, delivered to a challenging timescale with no business disruption.• Reconciliation - leading a procurement and implementation work stream to select, acquire and roll out a high specification reconciliation tool to support the gift card business.

Croydon, United Kingdom

Managed multiple projects, leading a team of business analysts, architects and technical specialists as part of the Protecting Customer Card Data programme with the objective of securing PCI DSS (version 3.0) compliance for the Group• Managed multiple projects as part of the Protecting Customer Card Data programme with the objective of securing PCI DSS (version 3.0) compliance for the Group.Responsibilitie included:• Led a team of business analysts and technical personnel to deliver an understanding of card contamination in structured and unstructured files across DLG’s IT estate. Where contamination was discovered Business Requirements Documents and Solution Designs were created to address the issue.• Led a review of DLG’s properties (some 30+) across the UK to establish their card data environments and PCI compliance.• Reviewed the Group’s policies and procedures for compliance firstly with regard to PCI DSS 2.0 and then produced a gap analysis to determine the changes needed to comply with newly released version 3.0.• Managed the PCI DSS compliance status of third party suppliers

20+ Locations Throughout England

Successfully implemented multiple high risk, high value and politically challenging, public-facing enterprise-wide transformation projects with full responsibility throughout the full project lifecycle across multiple venues. Responsibilities included implementing the strategic vision, stakeholder engagement, requirements specification, COTS procurement (RFI, RFP), legal and financial negotiations, outsourcing, integrations, managing external suppliers, data migration, training and on to roll out and BAU. All delivered to a time-critical schedule and within budget, providing increased business capabilities and enhanced customer services.Key projects and workstreams managed:• MS Dynamics CRM upgrade / re-launch (rescue) / management – doubled the use of CRM for marketing by enhancing usability, increasing its speed; enhancing the data quality; introducing new training; oversaw rolling enhancements over a two-year period. Integrated CRM with hospitality and ticketing solutions; consolidated 30 data sources to one CRM system delivering a single customer view.• E-commerce – implemented and integrated an on-line (COTS) ticketing and hospitality solution promoting up-selling and cross-selling increasing on-line sales (>5% y-o-y), reducing cost of sales, whilst giving improved services to customers. Enhanced services to internal customers. Identified new uses of the CRM to increase marketing opportunities.• Loyalty – integrated the ticketing system with a Rewards 4 Racing loyalty system, increasing average spend.• Call centre - responsible for selecting (outsourcing) and managing call centre services.• Charity – improved TJC’s charity systems and use of the CRM; won a 20-fold increase in online donations.• Financial business process re-engineering – introduced integrated e-procurement (P2P, 75% online after 2 years), e-invoice approval, consolidated 14 charts of accounts into one, rolled out virtual PDQ system.

Poole, Dorset, England

• Recruited to build and lead a team of BAs to deliver a politically sensitive European-wide agreed administration system spec.• Delivered a high quality, detailed, European Gap Analysis covering 6 countries to very tight deadlines working in an Agile environment using UML, User Stories and Capability Statements to capture & convey business requirements• Delivered the statement of requirements that defined the product (including POS capabilities), with the test teams• Supported Group IT through the provision of process analyses, requirements gathering, preparation of capability statements & user stories. Also capturing of Global configuration, integration, localisation and data conversion• Held the position of Change manager

London, United Kingdom

• Recruited for specific technical skills to dis-assemble and then document the redundancy payment software.• Reverse engineered and documented the CHIRPS redundancy payments system to allow it to be understood and thence upgraded• Identified & documented numerous opportunities to improve the services provided, with potential for several £millions savings

Oslo, Norway

• Recruited to lead a number of projects to penetrate the UK and Irish sports software markets.• Analysed and documented the requirements of many different sports businesses in the UK and Ireland so that their requirements could be costed, developed and delivered, with specific analysis for system enhancements• Business analysis and project management responsibility for software developments and delivery in the UK and Ireland• Responsible for regression and system testing English language software versions and for English language (master copy) end-user documentation and for managing the relationships with UK and Irish customers

London, United Kingdom

• Recruited to design and then successfully deliver the third largest ever FA project (after Wembley and St Georges Park). This was a mission-critical, high-risk, politically sensitive and public facing project to standardise, control and administer all amateur English football in a single web-based system for the first time.• Project managed the data migration from 51 data silos into one national FA database of players and officials.• Led the successful deployment of the bespoke FA grassroots football administration system to 51 independent County FAs, managing them as key stakeholders, training their staff, migrating their data and seeing them safely live• Total project cost >£10m. Ran a team at The FA, 12 strong at the outset, to deploy/implement the new system Carried out all requirements analysis. The FA now has complete visibility and control, knowing every UK club & league• Managed The FA’s project training, testing (UAT) and development teams. Held the role of Software Change Manager

London, United Kingdom

• Responsible for the day to day business relationship with key clients including The Football Association • Managed the requirements gathering (using interviews, brain-storming sessions, document analysis workshops and a team of 3 BA’s), analysis, modelling, specification and obtained formal sign-off for the FA development project. Co-led a team of 30+ to develop (using RAD techniques) The FA's county administration system, delivering to agreed schedule and quality. • Personally responsible for managing UAT. The FA signed off the project ensuring payment for InterClubNet. Total project cost >£10m;

Oxford, United Kingdom

• Created as a vehicle to deliver software solutions I developed.• Expanded through time and became specialist suppliers to The Football Association, UK beef breed societies and holiday companies amongst others.• Sold to InterClubNet plc in 2001

Bsc, Agriculture (Farm Management), Iii

Ca 68-78

Education record