• Managed large strategic projects & programmes for global enterprise-sized customers.• Embedded & matured departmental project management practices & standards, including documentation, governance, and processes.• Delivered end-to-end project delivery, with a focus on requirement gathering, solution design, and project governance.• Collaborated with internal & external stakeholders & teams. Co-ordination with Product & Engineering teams to bring enhancements to the product roadmap, while managing customer expectations.• Managed positive relationships with strategic customers, to maintain annual recurring revenue, and to increase opportunities for further orders for products & services.• Acted as a mentor to other Project Managers within the department, providing internal training on project management best practices.• Promoted to Programme Manager in March 2024.

• Built & led a team of 9 reports, spanning multiple regions and time zones, for the delivery of Project Management, Software Implementation, Consultancy, and Training. Responsible for recruitment, onboarding, and professional development. Setting objectives to achieve departmental & corporate goals, and managing staff performance.• Managed multiple complex software projects & programmes, with up to 30 in-flight simultaneously. Utilised waterfall or Agile/Scrum based on customer preference. Adhered to processes & governance, with a focus on sign-offs at stage boundaries. Facilitated delivery of sprint backlog items.• Delivered project kick-off presentations & software demonstrations. Led scoping workshops and produced accompanying business requirement documentation. Chaired project reviews and produced highlight reports. Co-ordinated user acceptance testing in-line with agreed deliverables. Facilitated Agile ceremonies / Scrum events.• Produced & maintained project & programme plans, risk & issue logs, change requests, budgetary forecasts, lessons learned reports, and support/BAU handover documentation. Managed sprint backlogs.• Established & managed strong long-term relationships with customers & stakeholders. Provided quality assurance for project deliverables.

• Conducted market research, idea generation, and competitor analysis to formulate recommendations and effective solutions to improve FSI's overall profitability and success. Undertook gap analysis of existing product portfolio to drive product roadmap.• Established strategic relationships with software partners through attendance of trade shows, resulting in product enhancements & integrations.• Produced interactive prototypes, wireframes, use cases, acceptance criteria, test schedules, and return on investment projections for both new & enhanced products.• Presented business strategy & product demonstrations to over 120 customers at FSI's twice-yearly user group meetings.• Promoted to Programme Manager in June 2017.

• Realised efficiency savings by delivering a project to mobilise social workers with portable IT equipment, removing manual processes, and reducing travel.• Increased compliance with government regulatory performance targets through delivery of improved management reporting.• Improved customer satisfaction ratings, achieving 90% of calls resolved within SLA targets.• Led and mentored a team of 6 analysts & 1 trainer.

• Managed multiple projects for increasing efficiency within the organisation, managing internal & external stakeholders and suppliers.• Realised software savings of 30% by delivering a project to migrate housing officers from a legacy product to a new platform.• Increased visibility and usability of the IT support function through the migration from a legacy IT helpdesk system to an ITIL framework & service desk solution.• Increased efficiency of performance team through the automation & scaling of management information reports and KPIs.• Provided leadership and support for 2 analysts.• Promoted to Technical Manager in August 2013.

• Drove commercial process improvements by delivering systems for the analysis of the sales pipeline.• Increased efficiency of the admin team by automating the production & distribution of invoices.• Increased revenue by developing a training booking and management solution.• Coached and supervised 2 analysts.