Experience

Verulam School

• United Kingdom
• Primary and Secondary Education
• 1 - 100 Employee

• Clerk to Governing Body

  • Nov 2020 - Present



Get Organised

• Australia
• Professional Training and Coaching
• 1 - 100 Employee

• Founder Get Organised & COO Get Built

  • Apr 2020 - Present



BT

• Belgium
• Financial Services
• 1 - 100 Employee

• Keeping our Promises, Global Customer Experience

  • Feb 2018 - Apr 2020

  I worked in the Global Services Customer Experience team and own our keeping our Promises (formerly Right First Time) measure. I tracked and monitored promises to customers to deliver services on time, and to respond to their problems quickly. I drove improvement plans to improve customer experience.

• Global Customer Services Transformation Programme Manager

  • May 2015 - Jan 2018

  Lead programmes to deliver better customer services to global customers. Optimised operating cost to serve, and ensured processes were efficient.



BT Global Services

• Programme Director, Customer Experience

  • Feb 2011 - Feb 2015

  Launched a Customer Experience Dashboard to measure health of our key 3000+ customersLooked at common issues across key accounts to find and fix areas for improvementImproved customer loyalty across customer base

• Head of Business Improvement, Vendor Management Transformation & Strategy

  • Oct 2009 - Feb 2011

  Owned Transformation actvities in Vendor Management Team. Made sure Stakeholder Maps and Engagement Plans were in Responsible for challeging purchase order Purchase Orders being raised over £50k to ensure that the right business justification, supplier sourcing, commercial factors and data requirements were adhered to. Provided Programme Management for the Business Performance Team to ensure that realistic delivery dates set, and met. Highlighted where projects were not on track. Managed reporting activities for Transformation team and Business Performance Team.

• Head of Operations, Sustainability

  • Oct 2007 - Sep 2009

  Head of Business Operations in Sustainability Practice in BT Global Services. Owned Business Plan and Business Case. Developed training plans for Sustainability Carbon Impact Assessment, for UK, European and US sales consultants - Trained 205 individuals during 2008/09. Created and executed communications plan including PR activity, key seminars, conferences, web site information, contact plan and sustainability collateral. Looked after prospecting process and prospects list for team.

• Head of Business Operations – Capability Practices

  • Oct 2005 - Sep 2006

  Head of Business Operations for the newly formed Capability Practices. Firstly I focussed on the IT Transformation team, then later on took on a broader Operational role across all the Capability Practices. My key achievements in this role were worked with the leadership team to develop the Strategy for the Capability Practices, and took direct ownership for the Metrics and Processes across the Practices. Put in place processes to ensure that all deals where Practice Consultants were involved were input onto the One Siebel System. Managed budget (£24m) across the Practices, ensuring plans were in place to hit the net cost targets for the year which involved ensuring the team were all using GS Prime to record their time and that we were charging markets effectively. Led the team of bid managers for large IT Transformation deals. Led the 3 Year Strategic Plan input for the Practices, initially developing a bottom up build of the practice’s numbers and then negotiating interlock with the Markets to agree the targets for 0607.

• Head of Commercial Operations IT Networking Services

  • Nov 2004 - Sep 2005

  Head of Commercial leading a team to manage Forecasting, P&Ls at product and customer level, Budgets and commercial processes and operational activities within ITNS. Reduced Bad Debt from £21m to £11m within 3 months, and established a process to keep this under control on an ongoing basis. Led a team of Commercial Managers to manage P&Ls for each of the Solutions contracts and drove profit improvement for our top loss making customer contracts. Completed a Bid Audit Review of top 10 Hosting Customers including changing product P&L to a customer P&L to determine profitability of key data centres contracts.

• Deal Architect, Applications Hosting then IT Networking Solutions

  • Aug 2003 - Oct 2004

  Sold deal to NHS Professionals worth £565k over 2 years. This was the first deal of its kind to manage Oracle Applications in the Secure Application Block in St Albans, and involved putting in place back to back supplier contracts. Minimised risk to ICTS in bidding for the Department of Works and Pensions (£45m deal for ICTS) in ensuring that the £1m kit that needed to be deployed up front was funded by C&SI, and any kit to be procured by ITNS was reusable in the event that the deal was lost. Managed large change controls for a variety of customers including NHS Spine Jaguar, SBS DTI.Led the Applications Hosting elements of NHS Spine bid (and the bid team) until the deal was won in December 2003 – this deal was worth £252m over 10 years. This involved implementing platform prior to winning the deal to ensure that BT met its contractual delivery dates to the customer to minimise late delivery penalties.

• Programme Manager Web Services

  • Jul 2002 - Jul 2003

  Programme Manager for Pan Ignite Web Services programme to build an end to end Web Services business within Ignite - key achievements:Set direction and prioritisation for the programme for the Web Services team and extended virtual team.Pulled together and led team to support the construction of viable business cases, resulting in three approved cases within 2 months of programme commencing.Drove team to successfully launch three Web Service products in 4 months. Ensured appropriate commercial deals were put in place with Suppliers (both internally and externally).Managed resource spend - ensuring that timescales were met, whilst keeping costs within budget for the programme.