With Abacus's focus on transforming into a customer experience management platform provider, my role expanded in 2016 to encompass all operations and account management. The team incorporates software development, cloud hosting management, support services and account management. Achievements:Managed the transition from bespoke development model to SaaS onboarding through the creation of a Platform Delivery Framework.Implemented operational systems to ensure accountability throughout the business.Developed a client centric management reporting tool using Microsoft PowerBI.Developed an onboarding quotation tool and supported the sales team in acquiring new business.Implemented account management processes to generate revenue from the existing client base.Closely involved (and for two years running) the Platform development process from idea generation through to sprint delivery and QA.Achieved and managed compliance for ISO9001, ISO27001, PCI & GDPR.Implemented new processes for support management reducing outstanding calls at eom from 350 to less than 100.

Responsible for an ongoing programme of development projects, creating online media presences for leading B2B publishers. I built and managed a team of Project managers, a PMO and developed a delivery process to ensure predictable and successful outcomes. Project methodologies were Prince based. I was responsible for building a QA function to work closely with the development team. This improved quality and reduced issues associated with project go-lives and software releases dramatically and went on to form the basis for our SaaS QA team.I was closely involved in pre-sales and tender creation and developed a number of pricing tools to support this. Projects ranged from small changes (hours/days) through to large multi website developments (months/years - £1m+). Clients included Centaur Media, MacMillan Education, EMAP, The Bank of England and Lincolnshire County Council.I was also responsible for Abacus’s specialist local government e-Recruitment SaaS platform and ran all aspects of this service: product development, sales and tender bidding, client on-boarding, support.

Towards the end of 1999 key members of the Portsmouth & Sunderland team joined Abacus bringing UX and publishing business experience to complement Abacus’s software development skills. I joined as commercial Director and was responsible for sales and project management. I built and managed a team of 3 sales people and worked on e-commerce projects for Flying Flowers, Stanley Gibbons and The Office of the Deputy Prime Minister.

Initially researching the opportunities for New Media and from 1996 building the team and services to support the publishing brands within the group. By 1999 a range of innovational services including telephone-based classifieds, a 3,000 page local teletext service and a range of webites had all been launched.