Head Of Business Services

• Sep 2021 - Present

Program Director - US

• Aug 2020 - Sep 2021

Program Manager - US

• Oct 2017 - Aug 2020

Effectively identified the need for program delivery to better lead clients, and designed the processes, roles and responsibilities and delivery model to achieve this, delivering the revised model to several clients. This resulted in an uplift in client spend, increased return on investment for the client and stronger working partnerships. A key player in driving our business forward to move from tactical implementation supplier to strategic partner. Consulting with clients to define strategic business goals and objectives to measure success against resulting in. Leading clients in the Digital marketing space and working with them to define a technology stack to achieve their business goals and address pain points. Applying and utilizing skill set as a business analyst and experienced project manager to identify client goals, and working with technical teams to design and deliver projects to achieve these. This ensures all Delivering programs of business change and transformation for clients, which has allowed clients to achieve growth in campaign maturity and efficiency in deliverySuccessfully transferred an Adobe Campaign service operation from a client internal team, into our outsourced offering, creating a smooth transition and swift business change, creating a client saving of 10% and improved service delivery and standards. A key stakeholder in internal business change, shaping and developing our services and offering to demonstrate return on Investment for our clients: through improving their maturity in the digital marketing space; increased efficiency through campaign automation, improved campaign reach, market share gains or technology advancements.

Project Services Manager

• Aug 2013 - Oct 2017

Running a team of 8 project managers and 1 business analyst, working at 60% billable capacity, whilst also working as a project manager myself. Mapping team ambitions and business direction to constantly grow and expand the team’s skills and diversity in our role. Defining business case through to product adoption, ensuring project outcomes are achieved, for example Achieved a 35% uplift in sales as a direct impact of personalized offer management proposition for a key pub chain.Successfully implemented a tailored project management toolkit to provide consistency and quality in project delivery standards and to adhere is ISO27001 data security accreditation.Achieved a quality approach in project delivery to measure success against, including lessons learnt, and driving these through the business to constantly develop and enhance standards in everything we do.Operating at a client steering level, to drive CRM strategy and system improvements, directly working with Senior Stakeholders and Business Directors to influence the clients place in their market space.

Project Manager

• Dec 2011 - Aug 2013

Project Manager delivering CRM projects, including complex highly technical solutions with a marketing front end system with web and e-mail integration:∞ Leading client relationship and controlling the quality of the project delivery, whilst ensuring a clear understanding of the client’s requirements are understood. ∞ Translator between technical and client ∞ A “go-to” person for trouble shooting, taking ownership of issues and ensuring resolution. ∞ Delivery of multiple Neolane (Adobe Campaign) solutions, including integration with Faststats, and Data Warehouse Projects ∞ Using marketing background to identify opportunities to continually ensure clients fully utilize any solution Played a fundamental role in leading the business from a product based, to service delivery organization improving the value to customers.Working with clients using multiple techniques to capture clients requirements, and translate to a technical requirement . Taking the information gathered from the client, and other sources, decompose information, distinguishing between critical needs and client requests to detail to allow a technical consultant to propose a technical solution.Led significant improvements in project delivery by defining processes for project delivery and ensure all these processes are followed, including documentation and handover as well as lessons learnt and continual business improvement.

Project Manager

• Apr 2011 - Dec 2011

Brought in to overhaul the delivery of client services and meeting client project expectations, setting up PRINCE2 project management processes throughout the organization, to drive consistent and quality delivery Working with the account director to write the strategic account plan through digitial marketing Monthly reviews of web site analysis, including User Experience, analysed against report statistics from Google Analytics to ensure all projects are aligned to improved customer engagement Managing project delivery of full project lifecycle for £1m clients of household name companies such as Wagamama and Ella's Kitchen Designing the UX and customer journeys for NPD launches driving sign ups through strong journey and content design Delivering client projects on customized CMS, from website development to online marketing campaigns incorporating social media such as facebook and twitter. Managing complex systems integration including payment processing and code migrations. Taking a client’s initial brief, establishing a scope for the project, and managing through design, to implementation testing and sign off. Working with various technologies including .Net, flash, HTML, CSS, SQL, whilst staying abreast of emerging technologies such as HTML5.

Service Manager

• Jan 2011 - May 2011

Managing the performance of services to clients as agreed in the client contracts and ensure the Service Levels are agreed, achieved and exceeded Overall responsibility for the service desk, desktop support and application support, Managing a team of 8 engineers, and responsible for career development. Develop and facilitate workshops for continual team development Developing formal systems and processes to improve and stream-line service delivery, to maximize profitability whilst maintaining service whilst also building relationships with customers and understanding their expectations. Attending client review meetings to evaluate account performance reports, service improvements and quality and processes. Using service desk tools to review and report to clients and management on performance

Technical Project Manager

• Nov 2008 - Jan 2011

Managing a portfolio of projects through the full project lifecycle; from project initiation to project completion, following a PRINCE2 methodology. I worked closely with the sales team, to ensure projects are fully scoped and prepare project documentation for the client proposal. Working with complex technical teams, the only project manager within the company and, therefore self-motivated and driven, often working under extensive pressure with multitude of projects. Working for the customer to deliver projects to customer expectations and an agreed quality level. Managing full project lifecycle of a PCI-DSS complaint solution for a financial payment processing company. I have successfully delivered over 80 solutions to clients. For example, I delivered the redevelopment of a well known financial website. This involved working with internal staff for and also project managing the software development team and web team working for the client. Managing contractors and 3rd party suppliers, building relationships to be at the forefront of technology Day to day project management including Risk Management, and following a formal change control process, whilst managing clients’ expectations to ensure the project is in scope.

Computer Accounts Analyst

• Aug 2005 - Aug 2006