• Led application development and support of Energy CRM, Home Services CRM & Digital Systems applications.• Negotiated and managed contracts with three major service providers across multiple applications.• Provided application development and support for the main CRM for two different companies to ensure ongoing Regulatory compliance.• Delivered change to enable full migration of customers from legacy CRMs to Ovo´s CRM for gas and electric, Ovo´s CRM for Home Services and SSE Plc Business Energy customers, which provided full separation between the two companies.• Successfully decommissioned all SSE Energy Services legacy systems.

• Defined and agreed the contract terms with strategic partners and transitioned to a full managed service for the company’s CRM.• Led ongoing management of the contract to ensure projects were successfully delivered and a stable operational service was provided in line with both the critical and key performance indicators that were defined in the contract.• Ensured account was sized correctly to meet the frequently changing business demands.• Deputised for Head of Department.• Successfully transitioned to a full managed service operating out of the UK, India & the Philippines.• Delivered functionality to enable a logical separation between Retail & Business Energy customers of shared CRM until the new individual platforms were ready.• Implemented change to support the introduction of GDPR.• Maintained zero system outages.

• Delivered functional change to the core CRM containing circa 8 million customers and processing in excess of £2bn in revenue. These changes consisted of enhancements to enable the business to achieve their strategic goals and to ensure regulatory compliance across the Electricity, Gas & Telco industries.• Managed the functions responsible for capturing business requirements, as well as designing and developing the solution. Following validation by an independent Test Group, implemented and provided ongoing support of the live systems.• Ensured accurate estimates to deliver projects to secure funding from the business, then resourced projects and delivered within the committed budget and timelines. Reported project progress to key stakeholders up to Managing Director level.• Ensured the system was available during defined business hours for the application and that outages were limited to pre-agreed maintenance windows. Managed and resolved any incidents or problems that occurred within defined SLAs through the company’s incident management tool.• Provided 24x7 out of hours support should escalation be required.• Implemented large-scale change to ensure compliance with the Energy Retail Market Review.• Introduced new functionality to support the roll out of smart metering.