Tom Lennon Email & Phone Number

County Dublin, Ireland

Service Delivery Manager in the Global BPO (Business Process Outsourcing) teamResponsible for delivery excellence of teams executing revenue processing for Volume Licensing and Enterprise Services, with delivery sites in Ireland, Singapore, India, Philippines, Malaysia and US.Currently leading the delivery of large scale vendor transition and transformation projects across multiple lines of business.- Vendor Performance Management- Lead Order Management, Customer Care, SLA, Quality, Compliance, and Rhythm of Business for quarterly revenue recognition process.- Forecasting, capacity planning and risk management- Escalation management- Business Continuity Planning

County Dublin, Ireland

Senior E-commerce program manager at Microsoft on the Digital Stores site operations team.• Management of the Digital Stores site operations team for EMEA. Focusing on operational excellence of the team and continuous measurable efficiency gains. Ensuring operational readiness of the team and stakeholders as tools and processes evolve. Leading operations for the configuration of all promotions, campaigns and site content updates across EMEA Digital Stores.• Defining specifications & features for both CMS and workflow tool enhancements. Outlining user scenarios and technical requirements for new feature releases. Identifying opportunities for process automation. Driving lower throughput times and delivery SLAs for content updates and product on-boardings.• Development of change management and project management processes to support business agility.

Dublin

Supporting a world class E-Commerce platform to create & publish content for all Stores in EMEA - 80+ storefronts across 131 countries in 29 languages.• Programme Management – Responsible for configuration & launch of all promotions, campaigns and site content updates across EMEA on microsoftstore.com. Co-ordination of releases, bug fixes, and special projects with partner teams based in Redmond & Delhi. Leading a team of 12 web producers based in Dublin to execute a cadence of daily, weekly and monthly deployments.• Working with the business owners and customer support to gather requirements and identify the optimum customer experience. Creating and tracking tasks and deliverables for the Engineering, UX, Catalog, Localisation and Production Teams. Co-ordinating testing and launches with the QA and Merchandising teams.• Using operational metrics, web analytics, user feedback and customer verbatims to drive process & tooling improvements.

Carlow

• Managing website projects from tender to delivery and ongoing customer support – Co-ordinating tasks for Web designers, Graphic designers and Developers.• UX design and wireframing for web pages and customer flows. Working through feedback cycles and refining designs to meet the business needs.• Development, Testing & Maintenance of client websites using HTML5, CSS3, Javascript/jQuery, PHP and various Open Source CMS & E-commerce Platforms.• Configuration & management of web analytics, optimization tools and webmaster tools for websites.• Creating, monitoring and improving development processes to maximise productivity of the team.

Dublin

Project Management - From proposal/tender stage through to completed delivery.Procurement - Selection and Appraisal of suppliers and sub-contractors.Logistics & Planning - Management of design, production and delivery schedules.Process Improvement & Training - Conducting internal audits and process reviews with the Quality Team.

Msc Global Business Services, Level 9

GBS Strategic Alignment Placement and Process GBS Organisation and Governance Service and Transformation Management Strategic Operations.

Computing & It - Part Time

Diploma, Industrial Engineering - Part Time

Education record