Leading capability and transformation for Partner Incentives (Support & Experience) as part of the "Global Payout Solutions" Team within Microsoft Finance. I ensure that end-to-end partner support experiences are optimised to make it easier to do business with Microsoft. I drive zero cost enhancements within our support process and outsourced teams (~150 agents), and I foster community vibrance as a priority.

I work on new business development for Microsoft Incentives Operations. This includes:- Microsoft Search and News Advertising- End Customer Investment Funds" (ECIF) capability at scale for our CSP (Cloud Solution Partner) sales motions- Managing a global support team responsible for supporting various GTM engagement tools such as ECIF, Azure Credit Offer (ACO), Azure Accelerate (AA), Azure Migration Plan (AA), and many others.

Microsoft's Global CSP Incentive programs management. This global role is accountable for includes partner support, product launches and the daily operations of onetime and accurate incentive calculations and payments.Incentive programs are designed to encourage and assist Microsoft Partners to sell products that align to Microsoft's cloud growth strategy.

Owned the global operations for incentives campaigns for both OEM and Commercial channels. • Managed teams globally to provide field and partner support.• Provided training to field agents and support teams on launches and process improvements.• Identified and created opportunities to globalise and standardise processes. • Drove compliance adoption for all channels working with Legal, Taxation and Policy.• Continuously worked with Ops and the field to improve Microsoft’s partner experience.

Developed, launched and managed a global shipping capability for Dell OEM to enable Dell to ship products to customers anywhere globally directly from the Dell EMEA factory.I managed large enterprise accounts for OEM. This was a channel management role and required extensive partner facing collaboration. Key focus was on the management, development and support of complex customisation projects. Achieved numerous internal awards. Key accomplishments included:Emerging Markets Account Management:Responsible for all OEM factory customisation projects and support in EMEA Emerging Markets. Successfully managed projects to improve supply chain capabilities.Developed support options for remote emerging markets locations.Operations Management: Managed the EMEA operations for global OEM accounts. Specific areas of focus included product transitions and service delivery.International Shipping: Successfully initiated, planed and launched a global shipping program which became an unrivalled product for Dell in OEM markets. Worked closely with Taxation and Export Compliance . Achieved an internal Dell “Gold” award for the successful completion of this project.

Managed and lead a team for a pan European workstation and OS refresh.This role included significant support, analysis, stakeholder management and budgeting.My team setup test environments in Dublin London and Frankfurt for user acceptance testing. Key accomplishments included:• Team Management: Recruited and lead a team of 7 (development and support) • Procurement: Invited suppliers to tender for supply of hardware and support solutions • Saved Costs: Created strategies to reduce implementation costs through automation • Business Development: Introduced significant changes to processes; deployment times were reduced by 80% and helpdesk calls were reduced by 55%• Training: Organised onsite training for existing IT staff