I lead contact centre customer activities in EMEAR driving digital transformation. Driving the digital transformation with AI and big data.

Leading all sales activity for EMEAR to drive growth in Customer Experience for the services business

Driving C level conversation on business outcomes. Delivering plan, a business case and success outcomes based on business need.

• Vice President Global Presales and Cloud - February 2015 to PresentGlobal solution leader responsible for policy and execution globally, owning end to end solutions including professional services and managed services, driving effective go to market for partners and optimising the delivery model.Strategy• Defining go to market for cloud • Developed methodology to make partners effective in selling solutions• Portfolio simplification• Built innovation factory –… Show more • Vice President Global Presales and Cloud - February 2015 to PresentGlobal solution leader responsible for policy and execution globally, owning end to end solutions including professional services and managed services, driving effective go to market for partners and optimising the delivery model.Strategy• Defining go to market for cloud • Developed methodology to make partners effective in selling solutions• Portfolio simplification• Built innovation factory – showing customers and partners solutions without technology - Seeing is believing • Technical Product managementSolution, PS, managed services• Responsible for end to end solution – product, PS & services - €700m number globally.• Global resourcing model and reporting aligning skill, to pipeline improving utilisation• Moved routine work to near shore. Where no local professional service or technical capability delivered remotely globally maintaining CSAT• Implemented project delivery and acceptance methodologies globally• Delivered new quoting tools globally • Developing standardised professional service packages, & support offerings for direct and partner sales• Value based selling – fix the problem, deliver valuePeople• 300 strong global team• Global knowledge managementPartners• Global demo capability – anyplace, anywhere • New accreditation programme focussed on making them effective, not just enabled• Solution based selling to worldwide channel partnersAchievements: Financial: €10m per annum opex savings & incremental 8% increase in marginOperational: Increased utilisation from 30% to 65%. Organisational: Rightsized team from 360 to 300Delivery: Built near shored 24 hour multi lingual delivery teamProcess: Reduced time to quote from 4 to 2 weeks and avg delivery time by 15% Sales: Drove PS revenue by 15% by REDUCING average hours per quote by 50%. Incremental €14.6m services Standardisation: Global PS packages reducing quoting time from 4 weeks to 10 minutes Show less

Sales and process improvement• Streamlined pre-sales from static organisation selling hardware to a solution based one selling solutions. Delivered an increased UK&I revenue of $270m with 30% less resource and reduced attrition by 80% increasing gross margin by 5%.• Innovated new sales process with an opex funded graduate office based sales team, driving 15% efficiency in existing pre sales teams, $5m of incremental sales, adding $4m to bottom line in 2013/14.• Strengthened… Show more Sales and process improvement• Streamlined pre-sales from static organisation selling hardware to a solution based one selling solutions. Delivered an increased UK&I revenue of $270m with 30% less resource and reduced attrition by 80% increasing gross margin by 5%.• Innovated new sales process with an opex funded graduate office based sales team, driving 15% efficiency in existing pre sales teams, $5m of incremental sales, adding $4m to bottom line in 2013/14.• Strengthened critical account process - drove a 3% increase in Customer Satisfaction 2013/14.• Innovated new solution selling approach working across services, sales, business units and operations to focus on customer needs. Average sales values up by 25% in 2013/4. • Pioneered ‘sandbox’ to bring solutions to life – building any solution in labs, interface to customers systems, and show them it all works - this is an EMEA initiative, that is now being rolled out globally.New product and service offerings• Drove cloud initiative from UK, streamlining product offer, refining messaging to focus on customers, drove 50,000 seats of new business in 2013/14, mentoring sales team who closed £90m of new business this fiscal year to BT WholesaleRevamped programme to convert old solutions to new generating sales of $15m.• Drove new customer vision to main board of JPMC to deliver digital connected strategy. This changed JPMC globally.•Developed programmes to drive analytics into clients, driving customer insight and larger solutions. • Instituted interface from Labs to our Customers, to generate new business. Directly from this work observed £30m of opportunities in 2014 related to video, email and voice with apps to give a unified customer experience in a number of banks mortgage process and to focus them on the customer experience, not a technology transformation across any person in their organisation – a first. This was underpinned by a business ambition to drive 10% increase in market share. Show less

Led global consulting team to enhance BT’s customer focused solutions in both contact centres and back office operations across oil, gas, banking, travel, utilities and outsourcers with process and technology solutions across the globe.• Led 25 major consulting engagements in Customer Experience with revenue in excess of £25m with Head of Banking in Barclays retail, COO HBOS, Head of Operations Bank Of Ireland, Director Change IF, Director operations Pfizer (global), Director change… Show more Led global consulting team to enhance BT’s customer focused solutions in both contact centres and back office operations across oil, gas, banking, travel, utilities and outsourcers with process and technology solutions across the globe.• Led 25 major consulting engagements in Customer Experience with revenue in excess of £25m with Head of Banking in Barclays retail, COO HBOS, Head of Operations Bank Of Ireland, Director Change IF, Director operations Pfizer (global), Director change Exxon as a few examples. Worked internally with MD of BT on internal contact centre change, to drive telco best practice. All projects needed clear need/problem/benefit to drive business case and drive next sale• Supported new business as a direct result of PS engagement with revenue in excess of £175m – Centrica, Santander, Exxon, Pfizer, HBOS, HSBC• Mentored global team to introduce a new knowledge base used across professional services to re-use and capitalise and reuse knowledge to enhance customer engagements, streamlining bid process and enhancing customer centricity• Enhanced and developed a new hosted contact centre product offering to satisfy current market demands based on value functionality and on consumption based model• Secured venture capital funding of £500k to develop ‘Facebook for Business’ to drive step change in internal company communication Show less

Operated and led major customer engagements across EU in complex pre and post sales operations, and product management for cloud solutions – Highlights included:• Pioneered the first ever hosted Cisco IP Telephony sale for a major customer, Abbey National. They deployed 10,000 user IP telephony solution across 800 sites. The initial sale was valued at £125m.• Negotiated engagement for a major UK financial institution resulting in £750k consultancy programme, and £15m of new… Show more Operated and led major customer engagements across EU in complex pre and post sales operations, and product management for cloud solutions – Highlights included:• Pioneered the first ever hosted Cisco IP Telephony sale for a major customer, Abbey National. They deployed 10,000 user IP telephony solution across 800 sites. The initial sale was valued at £125m.• Negotiated engagement for a major UK financial institution resulting in £750k consultancy programme, and £15m of new business to deliver this.• Product manager for mid mark cloud offering delivered from scratch 5000 seats in 2 years• Supported and refined 4 major outsourcing deals developing processes, overseeing movement of 5 call centres to India, managing TUPE and delivering £50 million business over 5 years. Show less

• Developed managed service methodology from scratch to bring solutions effectively into operations support:• Pioneered the managed service offering in complex voice solutions pre and post sales based on service levels when the only focus previously was on data networks. Consistently delivered on customer service levels, drove revenue and margin improvements of 10%.

• Built and managed from scratch a team of 75 people across the UK to deliver managed services in the hospitality market including Forte, Scottish and Newcastle, Whitbread and Allied. Following the development of my team, moving service levels from 50% to 93% whilst remaining in budget and secured a new £20m managed service deal with Forte never done before in this area. • Triumphed taking debt from in excess of £150,000 to under £5,000: Increased account revenues by 35% from £2.6 million… Show more • Built and managed from scratch a team of 75 people across the UK to deliver managed services in the hospitality market including Forte, Scottish and Newcastle, Whitbread and Allied. Following the development of my team, moving service levels from 50% to 93% whilst remaining in budget and secured a new £20m managed service deal with Forte never done before in this area. • Triumphed taking debt from in excess of £150,000 to under £5,000: Increased account revenues by 35% from £2.6 million to £3.5 million over 18 months: Innovated a new product line, service strategy and launched it from scratch, which grew to £1 million in two years. Show less