Experience

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  CirrusHQ

  • Livingston, Scotland, United Kingdom

  • Service Project Manager

    • Oct 2020 - Mar 2023
    • Livingston, Scotland, United Kingdom

    Key Achievements:• Implemented robust security processes and Delivered ISO 27001 certification for the business.RESPONSIBILITIES: • Managing the delivery of up to 50 medium sized sales delivery projects at any one time. These are customer orders which fall into either Professional Services, Managed Services or one of our AWS Programmes. These are being delivered across a mix of the engineering teams.• WUSING g Asana to track these projects at a high level (but the technical delivery detail is Outlined and tracked in Jira for the engineers).• Each of these projects have multiple workstreams and overlapping milestones and stages. • We also run detailed time tracking for the engineering team through Jira & Tempo. This is in order we can charge time back out to the projects and track where time and effort is spent (versus the income for projects). • Jira is also used for detailed task tracking and day to day activity logging for the projects. • Outside of these sales projects the management team is also delivering internal projects, and strategic commercial business projects. • The bulk of the team in the business are certified engineering staff who live and breath AWS. So a lot of the role will be engaging with the engineers regularly. • Started to Implement a project management function into CirrusHQ based on Prince2 and Agile methodology.

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  Redeem Group

  • United Kingdom
  • Telecommunications
  • 1 - 100 Employee

  • Head of Projects & Service Delivery

    • Jul 2014 - Jul 2020

    Key Achievements:• Implemented a project management function into Redeem based on Prince2 and Agile methodology.• Introduced rest of the business to project management structure and framework.• Successfully led internal project to drive additional margin value through the process.• Implemented supply chain solutions for o2, Sky Mobile, Tesco Mobile, giffgaff and Three• Successfully supported business in winning Best Recycling & Recommerce Service at the 2018 Mobile Industry Awards• Achieved GDPR compliance for the business• Successfully implemented certified processes within the business.Responsibilities:• As part of the senior management team, reporting directly to the CEO, I am responsible for all external and internal projects.• External projects involve the onboarding of new clients and working with different internal and external teams to deliver a bespoke mobile recycling solution. • Internal projects primarily involve operational improvements to the business. • My role requires me to be involved in the initial tendering for new business and managing the initial relationship with the customer during the project phase. • Managing a direct team of 3 people and up to 20 people on projects.Project examples:• Delivered website, call centre and point of sale solutions for multiple mobile network providers• Created a mobile app that was used to test functionality of a mobile and provide customer with a recycle value• Relocated operations from site in Estonia to UK site in 3 weeks

  • Group Risk Manager

    • Oct 2011 - Jul 2014

    Responsibilities:• My main responsibility was to identify and minimise operational risks to the Redeem Holdings group across multiple global sites, as well as managing contracts with our suppliers and logistic partners. • Through the introduction of improved processes and procedures, monitoring of KPI’s across the group and identifying new opportunities for improvement • Managed our ISO certifications, Health & Safety, contract review, implementation and review of cost controls and security requirements for our sites.

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  Maxiim

  • East Kilbride

  • Operations Manager

    • Sep 2007 - Sep 2011
    • East Kilbride

    Key Achievements:• Successfully promoted to Operations Manager within my first year from Customer Service Manager. • Implemented new inhouse software to improve operations.• Successfully managed operations for clients including Sainsburys, Argos and Tesco.• Achieved reduction in processing time from 48hrs to 24hrs.Responsibilities:• I was directly responsible for the Customer Service and Sales Support team as well as the Despatch team. • I maintained and improved all areas of operational performance through setting and reviewing KPI and agreeing recovery and action plans. • Focusing on maximising revenue from well-managed client relationships and increasing the efficiency of the operation. • Communicated regularly and effectively with clients to develop relationship and reinforce partnerships.

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  Capita

  • External Client Services Executive

    • Sep 2005 - Sep 2007

    Key Achievements:• Successfully implemented call centre support lines for the BBC.• Implemented the facility for BBC to capture charitable donations.Responsibilities:• Working as part of a team my main responsibilities were account and project management for the client, the BBC. • The role involved building a relationship with the BBC and identifying new business opportunities and projects that will improve the service provided by the BBC to the general public.

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  JustGo Network

  • Glasgow, United Kingdom

  • Customer Service Manager

    • Mar 2003 - Sep 2005
    • Glasgow, United Kingdom

    Newly formed Internet Media Company, promoting properties abroad for both buying & selling and rental purposes online. Responsible for the multi-lingual customer service team who dealt directly with customers for the 2 websites through phone and email. The role involved managing the team making initial contact with potential customers and users of the site and selling the business to them. Managing the upload of all property information, invoicing and promoting of the properties online. Dealing with customer queries and any issues that arose on a daily basis. The duties also included staff development and training, appraisals, recruitment and general reporting. I also maintained both websites in relation to content and advertising.

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  Trinity Mirror Group PLC

  • Glasgow, United Kingdom

  • Internet Traffic Manager

    • Jan 2000 - Dec 2002
    • Glasgow, United Kingdom

    A traffic manager responsible for a small team of staff as well as having responsibilities for contacts throughout over 50 websites. The role required selling and allocating advertising for both customers and in-house to the sites, reporting statistics both daily and monthly, training of staff, introducing new business practices, reducing costs and generating new forms of business. The position involved dealing directly with both the customers and internal contacts.