Service Works Global is an international expert solutions provider of comprehensive, Facilities, Property and PPP Performance Management software.Responsibilities include:Daily management of the professional services team including HR processes, quality control, mentoring, training & professional development. Ensuring everyone is working to the best of their ability.Manage C level and below stakeholder relationships, ensuring excellent communication is maintained throughout the project life cycle. Support the sales team with prospective clients by providing demonstrations, initial scoping and advising on delivery plans. Also by identifying new revenue opportunities with existing clients. Responsible for the high profile clients & larger projects; produce project documentation including PIDs, requirements specifications, project plans, solutions documents and status reports.Develop monthly professional services KPI reports for the board. Liaise with international general managers on resource allocation and support with projects. Work closely with the development team evaluating client requirements and managing product developments through position within the product steering group.

Responsibilities include:Define the scope, objectives, milestones and deliverables for individual client projects, so that projects can be measured, kept on time and within budget. Facilitate data & design workshops in-line with the implementation.Proactively manage changes in project scope, identify potential crisis, and devise contingency plans. Therefore, ensuring projects are delivered successfully.Provide regular reporting to project stakeholders, so that all parties are kept up to date with advances. Manage project tasks and responsibilities delegated to resources both internal and external. Monitor activities to ensure tasks are completed on time without impact on the target delivery date. Involved in all stages of the project life cycle including business case development, requirements gathering, application design, implementation, testing, training and go-live handover.Deliver system training for clients and support them throughout the user acceptance testing phase.

Responsibilities include:Running several business and technology projects of varying sizes at any one time.Point of contact for the service desk to escalate product-related issues/queries.Approving product designs with development architects.Planned, organised and delivered system training to clients. Both in-person and remotely. Broadened internal staff knowledge by showcasing product developments.Engaged with the development team to deliver the product features required for customers. Escalated system issues where necessary through appropriate forums, such as JIRA.

Secondment to help the product team after working closely with them on projects. The role involved being a feature owner for several features related to the new product. Responsibilities included: Composed user stories with success criteria to help developers understand clearly what needed to be delivered.Product owner for key features of the product. Managed from conception through to when the feature was ready to release. Provided a smooth transition to customers and the internal support department.Release planning and delivery of new modules ensuring customers were prepared and ready to use the new features.Used a Kanban board to monitor development progress through the various stages.Designed product pages on how features should look; this helped developers create the product.Triaged the JIRA’s raised about features and ensured there was sufficient information, updating where required.Created documentation for different areas of the product, such as in system guidance, quick guides and release notes that were issued to customers.Product management; managed backlog, priorities for development, QA teams, and sprint planning.Contributed in daily QA scrum calls, ensuring issues were resolved and closed efficiently.

Having worked with several public sector clients such as the Crown Commercial Service, Welsh Government, Police Forces and NHS trusts, provided insight into various procurement challenges organisations face. Responsibilities included:Managed P2P integrations between client systems and the internal product. Worked with several external business units such as senior management, development, application support, marketing and client relationship managers. Enabling them to take advantage of the benefits of eProcurement solutions. Stakeholder management; developed weekly highlight reports keeping all parties up to date.Created all end-user training materials; delivered training courses to staff and clients.Involved at all stages of the project life cycle.

Responsibilities included:Analysed supplier metrics and developed KPI’s for the monthly management reports. Completed project tasks in a timely manner to ensure successful delivery of projects.

Responsibilities included:Heavily involved at the supplier enablement phase of projects. Assisted clients on-board their supplier base onto the network. Supplier relationship management; offered a managed service and assisted with any issues/queries that were raised.

Responsibilities included:Managed the product testing for supplier facing modules and features.Assisted suppliers with registrations on to the network, providing content using the template files and start transacting using the portal. Conducted webinars to provide suppliers with information & guidance on the various features of the system. Recorded training videos that were hosted on the company website.