Meeting and exceeding customer expectations through successful implementations of People softwareEvolving Project Management operations with a key focus on Time to ValueResponsible for People project portfolio Continuous improvement and achievement of KPIsMotivation, coordination, leadership and development of a team of quality focussed Project Managers

• Being customer obsessed, focused on accelerating customer value through Advanced software and solutions. • Leading the development and implementation of the service delivery strategy for the portfolio: This includes identifying the organisation's service delivery goals, developing a plan to achieve those goals, and managing the implementation of the plan.• Matrix management of the solutions service delivery team: working with central resource management and the local team to ensure the right people are available with the right skills to deliver the customer engagements.• Monitoring and reporting on service delivery performance: tracking key performance indicators (KPIs), identifying trends, and reporting on the team's performance to stakeholders.• Identifying and resolving service delivery issues: investigating problems, identifying root causes, and developing and implementing solutions.• Working with business stakeholders to ensure that their needs are met: understanding the business's needs, developing solutions that meet those needs, and communicating the team's progress to stakeholders.• Continuously improving the service delivery process: identifying areas for improvement, developing and implementing improvement plans, and measuring the impact of those improvements.

Champion of the end user experience for external customers and lead on success initiativesAchieve KPIs on revenue, chargeable utilisation, time and quality against Global benchmarksProviding line management to team members to facilitate their day-to-day dutiesEnsure team resources are adequate and skilled appropriately to meet the needs of the business and its customers, balancing work effectively between all members – avoiding bottlenecks and burnout due to knowledge gapsRecommending and agreeing key annual projects to further the service quality and or revenue annually and planning to implement

Providing consultancy services to customers relating to HR / Payroll application software products throughout implementation and providing ad-hoc post-implementation solutionsActing as Project Consultant on a number of implementation projects working closely with the Project Managers to ensure customer satisfaction throughout each stageWorking closely with customers to resolve each problem appropriately

Delivering employment advice through one to one sessions and workshops Managing small-scale projects through entire life-cycleDeveloping solutions to a range of issues related to performance, contracts and customers Providing training and support in the use of CRM systems to colleaguesManaging report functions and acting as MI champion