Experience

• 

  PizzaExpress

  • London, England, United Kingdom

  • Technical Product Manager

    • Mar 2023 - Present
    • London, England, United Kingdom

• 

  Journey Hospitality

  • Product Owner

    • Jun 2022 - Mar 2023

• 

  Leslie®

  • London, England, United Kingdom

  • Product Manager

    • Jan 2022 - Jun 2022
    • London, England, United Kingdom

• 

  Ordamo | Contact-Free Order & Pay

  • Product Operations Manager

    • Jan 2021 - Dec 2021

• 

  Agilysys

  • Windsor

  • Product Manager EMEA

    • Jan 2017 - Oct 2020
    • Windsor

• 

  Datix Ltd

  • Wimbledon

  • Development Manager

    • Jan 2016 - Jan 2017
    • Wimbledon

• 

  Union Street Technologies Ltd

  • Development Manager

    • Apr 2013 - Nov 2015

    Managing the Development, Testing and 2nd line support teamsEnsuring customer satisfaction with product and support serviceScheduling development work and ensuring on time deliveryManaging product releasesPrioritising workCode reviews

  • 2nd Line Support Team Manager

    • May 2012 - Apr 2013

    Managing the 2nd line support teamEnsuring customer satisfaction with product and support servicePrioritising workCode reviews

• 

  iBAHN

  • Technical Services Manager

    • Oct 2009 - Apr 2012

    • Lead and Motivate 3rd Line Technical Support Team• Provide a customer focus to a team of network engineers with little previous customer service experience.• Set and monitor SLA’s and other KPI’s.• Act as escalation point for customers and account managers.• Work with development, DBA and other escalation teams to ensure swift resolution of product issues.• Provide technical sales and account management support• Manage outsourced 1st line support desks in Romania and Spain

• 

  SoftBrands

  • United Kingdom
  • Software Development
  • 200 - 300 Employee

  • Support Manager Europe and Africa

    • Sep 2005 - Sep 2009

    -Lead and Mentor 2nd Line Support Team including 3 remote team members-Provide bespoke development, report writing & database services to customers.-Ensure Product Defects and Enhancement requests are correctly communicated to the development team. Provide full recreation steps.-Provide technical sales support-Provide additional development resources to development team when required.-Identify skills gaps and arrange training to plug those gaps-Work closely with other 2nd line support teams around the world to provide “follow the sun” 24 hour 2nd line support

  • Product Services Manager

    • Apr 2005 - Sep 2005

    -Lead and Mentor Product Services TeamProduct Services team provide bespoke development, report writing and database services to customers-Ensure timely delivery of all projects-Provide 2nd / 3rd line support to support team-Product Expert on POS Product-Provide additional development resources to development team when required.

  • POS Product Manager

    • Jan 2001 - Sep 2005

    -Responsibility for product direction ensuring that the product kept up to date with Market Requirements-Product Expert, providing 2nd and 3rd line support where required-Coding using VB6

  • Development Co-ordinator

    • Jan 1999 - Jan 2001

    -Product Expert providing 2nd line support to support team.-Assist with defect recreation and problem solving-Create product enhancement specifications for development team.-Business Analysis-Quality Assurance-Provide Software updates to customers both remotely and on site.

  • Systems Trainer

    • Aug 1995 - Jan 1999

    -Training Hotels on the use of hospitality software.-Work with Hotel Management and Owners to ensure that the software and training is tailored to meet the needs of their business-Software implementation including loading software onto PC’s and configuration of software and networks to meet customer requirements-Cutover off systems including balancing of financial ledgers and room availability at point of cutover.-Provide on site support for initial live period

• 

  Arial Hotel

  • Reception Manager

    • 1990 - 1991