Leading & inspiring a growing data engineering and analytical services company, with a specialism in retail , enterprise data management, and customer analytics.

Working with a leading HR services client, providing direction on IT strategy and leading the IT transformation programme, including solution architecture, product selection, and implementation of core business systems covering CRM - sales & customer service, ERP, and recruitment management systems/ATS.

• Leading technical & business services teams• Operational management• Operational excellence • Technical leadership - solution architecture, enterprise architecture• P&L ownership• Business development• Commercial / bid management• People management

• Led an embedded professional services practice within a global software vendor, with responsibility for EMEA region • In charge of SaaS and on-premises implementations and services for clients internationally; leading from the front• Oversaw strategy, operations, sales, projects, resourcing, budgets, forecasting, P&L, risk mitigation, governance and KPIs• Won a reputation as technically astute leader and trusted C-level advisor with the ability to drive change & solve… Show more • Led an embedded professional services practice within a global software vendor, with responsibility for EMEA region • In charge of SaaS and on-premises implementations and services for clients internationally; leading from the front• Oversaw strategy, operations, sales, projects, resourcing, budgets, forecasting, P&L, risk mitigation, governance and KPIs• Won a reputation as technically astute leader and trusted C-level advisor with the ability to drive change & solve problems• Forged deep relations with enterprise clients and partners; influencing top-tier strategic and commercial decision-making • Optimised the use of permanent & contract resources and cross-skilling to successfully increase billable utilisation by 20%• Drove operational excellence across scoping and project management, reducing project overruns and increasing CSAT• Hired, developed and retained top-talent; building high-performing multidisciplinary teams and promoting best practices• Created/rolled out a structured career development programme; empowering staff and increasing employee engagement • Played a key role implementing a partner and customer support programme as part of a corporate ‘Partner First’ strategy Show less

• PBS services delivery director for a professional service team responsible for EMEA digital marketing & CRM solutions • Set strategic direction, tracked P&L and KPIs, assigned resources, grew pipelines and championed a high standards culture• Collaborated with sales on bids, presentations, client relationship management; crafted SOWs; winning lucrative business• Developed and implemented new propositions and value-added services to grow customer loyalty & enhance profitability… Show more • PBS services delivery director for a professional service team responsible for EMEA digital marketing & CRM solutions • Set strategic direction, tracked P&L and KPIs, assigned resources, grew pipelines and championed a high standards culture• Collaborated with sales on bids, presentations, client relationship management; crafted SOWs; winning lucrative business• Developed and implemented new propositions and value-added services to grow customer loyalty & enhance profitability • Successfully grew revenues 20% and increased profit margins 40% in the face of very challenging economic conditions• Masterminded the takeover of product engineering & customer support for a legacy product; securing £1m extra revenue• Resolved a potential breach of contract with a major client; troubleshooting issues, managing conflict and saving £1.5m• Handpicked to join the PBS leadership academy programme as a result of outstanding performance and future potential Show less

• Led a £3m enterprise CRM system development and roll out for RAC Queensland as a senior project manager • Devised hybrid agile-waterfall methodology enabling rapid delivery and flexibility whilst ensuring effective governance• Delivered the pilot go-live and roll out to 300 users to deadline; mitigating risks, resolving issues and avoiding costly delays• Beat the fixed-priced project profit margin target by 30% and secured £1m+ new business; maximised commercial success

• Oversaw UK & US teams delivering 24x7 customer and technical support to clients globally• Optimised processes & drove continuous improvements across line product support, engineering fixes & product releases• Headed customer development projects; enhancing satisfaction, maximising renewals and boosting £multi-million revenue• Nurtured talent and coached cross-functional teams; promoting best practices and motivating staff to achieve key targets• Instrumental in establishing a… Show more • Oversaw UK & US teams delivering 24x7 customer and technical support to clients globally• Optimised processes & drove continuous improvements across line product support, engineering fixes & product releases• Headed customer development projects; enhancing satisfaction, maximising renewals and boosting £multi-million revenue• Nurtured talent and coached cross-functional teams; promoting best practices and motivating staff to achieve key targets• Instrumental in establishing a near-shore development centre providing cost-saving engineering and new support services Show less

• Advised FTSE financial services clients on cutting-edge call centre CRM solutions as an AIT Group implementation manager• Developed and maintained deep customer relations and successfully led onsite projects 100% to remit, budget & deadline• Praised at top-level for delivering exceptional results and consistently surpassing client’s expectations; leading by example

• Hit the ground running as a KPMG consultant; developing a new e-CRM system for a major financial services client • Successfully led the project from inception to go-live & post-implementation technical review; solving complex problems

Overall responsibility for all IT operations covering voice & data at 2 telephone banking call centres. Working with the wider Bank Group IT function as IT interface to the local business team, focused on future planning whilst also being accountable for outsourced IT operations and ensuring smooth 24x7 IT service delivery. In conjunction with Bank IT, integrated 3rd party outsourced back-office processing centre into existing call centre IT operations.

Working at newly established Telephone Banking Call Centre initially as a consultant to manageon-boarding of new call centre into ComputerAid Support Services, subsequently staying on to run the team and manage all data systems, telephony, workstation support, and local helpdesk for the call centre to 600 users on a 24x7 basis. Initial activities included transfer of knowledge and ownership of systems from Bank projectteam, recruitment of new local support team, setup of helpdesk… Show more Working at newly established Telephone Banking Call Centre initially as a consultant to manageon-boarding of new call centre into ComputerAid Support Services, subsequently staying on to run the team and manage all data systems, telephony, workstation support, and local helpdesk for the call centre to 600 users on a 24x7 basis. Initial activities included transfer of knowledge and ownership of systems from Bank projectteam, recruitment of new local support team, setup of helpdesk and systems support procedures and processes.Supported systems comprised 50+ Wintel servers, CRM system, databases, email, Intranet and DR site. Show less