Experience

Consultores360 y Asociados, S.C.

• India
• Financial Services
• 200 - 300 Employee

• Programme/Delivery Manager

  • Dec 2018 - Present

  Management of concurrent Salesforce programmes across financial services clients. Delivery of Service Cloud and FS Cloud programmes from discovery to production. Building trusting relationships with client stakeholders, 3rd party vendors and delivery teams. Ensuring quality standards are adhered to and products are delivered on time and to budget. Financial management and profitability calculation. Matrix-management of multidisciplinary teams. Establishment and implementation of ways of working, governance frameworks and MI Reporting. Managing change, re-planning and successfully delivering products to client satisfaction. Show less



Kumoco

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Head of Agile Delivery

  • Nov 2017 - Dec 2018

  Managing a team of agile coaches to deliver transformation programmes to client companies. Product owner of agile transformation engagement model, facilitating retrospectives, adding to, reviewing and grooming the Continuous Improvement backlog, ensuring that tasks are assigned and delivered. Ensuring that agile engagements are delivered according to the agreed framework and governance model. Interviewing and recruiting agile coaches as necessary to meet the demand for agile transformation engagements. Identifying project specific measurable outcomes with client stakeholders and delivery teams. Tracking the progress of client agile maturity using Agility Health platform, producing timely reports to a high standard. Monitoring the delivery of training and updating training packs with new material so as to provide a comprehensive toolbox of topics and themes that coaches can use to create bespoke client training courses. Show less



Al Tayer Group

• United Arab Emirates
• Retail
• 700 & Above Employee

• Senior Delivery Manager

  • Apr 2017 - Oct 2017

  Recruited to transform organisation from SI-led development to internal agile development teams, overseeing the final development and releases of SI developed packages for new CRM platform and DWH for group which operates within luxury & lifestyle retail, perfumes & cosmetics, automobile sales & service, distribution and engineering. Responsible for Salesforce Service Cloud, Marketing Cloud, Maxxing Loyalty App, Oracle DWH, Oracle ODI, Adobe DAM systems until redundancy following internal restructure. Reviewed final deliveries of system integrator work by Accenture, ensuring greater rigour of QA and quality of work delivered. Implemented a lean and agile approach, running Agile Foundation workshops for senior stakeholders and technical teams, launching the first scrum team and acting as scrum master. Produced and published a plan to streamline the service desk approach to handling production tickets, setting SLAs and escalation processes Show less



RX Global

• United Kingdom
• Events Services
• 700 & Above Employee

• Head of Development

  • Dec 2012 - Jun 2016

  Promoted to oversee BAU, numerous digital and Salesforce.com deployments from inception to deployment, and the development effort for a £60m global Enterprise Architecture (EA) programme replacing Finance, CRM, sales order processing and integration systems. Managed, coached, set objectives and formulated training plans for seven direct reports with overall responsibility for up to 150 developers and testing staff across a wide range of technologies (ASP.NET, MVC, HTML, CSS, AngularJS, C#, SQL, Episerver CMS, Salesforce.com, Oracle 12c, EBS, OFM, OBIEE, Eloqua) from internal teams and eight vendors.Managed £10m budget, negotiating with vendors to reduce costs, devising focussed KPIs and implementing effective measurement processes, and ensuring vendors adhered to organisation’s governance. Collaborated with business stakeholders and IT leaders to produce product roadmaps for Salesforce and digital platforms, and successfully migrated Oracle applications from AWS to Oracle Managed Cloud Services (OMCS). Using Scrum, transitioned all teams to an Agile approach, increased velocity of scrum teams providing metrics to CIO from analysis of burndown in Jira. Implemented TDD and CI for newly developed applications, retro-fitted unit tests to legacy apps, and was a key participant in a move towards a DevOps approach. Show less

• Delivery Manager

  • Mar 2012 - Dec 2012

  Managing cross functional teams of product owners, scrum masters, developers and testers, promoted to lead development of websites, Salesforce and integration, improving poor governance on digital platform.

• Product Owner (Salesforce Order Management)

  • Oct 2011 - Mar 2012

  Joined Reed Exhibitions as a business analyst/product owner as was provided an opportunity to switch to Salesforce after over 10 years working on Siebel. Initial role to gather requirements, produce process flows and user stories for sales & marketing activities in Salesforce.



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Head of Technology (on site at Vodafone)

  • Jan 2011 - Sep 2011

  Architected solutions in Siebel, acting as intermediary between Accenture business consultants in Greece and delivery centres in Latvia and the Maldives, to develop proof of concept for major upgrade of Vodafone’s CRM, PRM and billing systems in Agile environment. Managed the process of merging new Siebel application developed by Accenture with an incumbent production version developed by IBM in a heavily integrated environment covering provisioning, billing, rules engine (iLOG) and deal engine (CDT) systems. Representing Accenture in discussions with IBM, resolved technical conflicts between the two applications, producing the merge plan and managing the process, providing statistics and audit trail data to stakeholders. Devised, implemented and successfully executed the Siebel repository merge process to integrate a legacy application developed by IBM into an upgraded application developed by Accenture. Coached development teams to ensure functionality, including essential updates and maintenance releases, that IBM had built was retained while utilising development by Accenture for a successful merge. Show less



Biogen

• United States
• Biotechnology Research
• 700 & Above Employee

• Development Manager

  • Dec 2002 - Jun 2010

  Reporting to Head of Commercial IT & Business Information Manager, led the design, development and deployment of Siebel CRM to new and existing users in 12 countries in Europe, Australia and Canada. Increased team from four to eight developers to plan, design and develop new releases providing enhancements and maintenance fixes, developing functionality for individual countries’ requirements. Increased team of developers, integration engineers, testers, technical analysts, technical reporting, and data-warehouse engineers to 14-24 employees in India and Europe. Delivered functional specification review workshops for Business Analysts to improve quality of business requirements document to ensure consistency and clarity for technical designs for development team in India. Devised and implemented technical design template and review process that was adopted globally. Following HO relocation from Paris to Zug, successfully led the migration of data from v6.3 to Siebel 8 as part of global deployment of Siebel 8.0, migrating all business units in Europe, Australia, Canada and Brazil. Consulted with Country Heads and formulated strategy to produce product roadmap for global rollout of Siebel 8 and to encourage and accelerate user take-up of enhanced functionality, and led data mapping exercise. Upgraded Siebel CRM allowed business to expand into new territories and revenue to grow significantly due to standardised and structured processes allowing new salesforce to be trained and perform quickly. Show less



Dimension Data

• South Africa
• IT Services and IT Consulting
• 700 & Above Employee

• Development Manager

  • Nov 2001 - Aug 2002

  Specifically recruited to stabilize and improve output of failing development team having been referred to Dimension Data by colleague at Postbank. Siebel Call Centre app was the centrepiece of a £30M programme for Premier Farnell to provide a common view across all channels of the company’s 1.25 million customers. Managed a team of 8 co-located Siebel Consultants supplied by external consultancy. Specifically recruited to stabilize and improve output of failing development team having been referred to Dimension Data by colleague at Postbank. Siebel Call Centre app was the centrepiece of a £30M programme for Premier Farnell to provide a common view across all channels of the company’s 1.25 million customers. Managed a team of 8 co-located Siebel Consultants supplied by external consultancy.



Postbank

• Banking
• 200 - 300 Employee

• Senior Siebel Consultant

  • Feb 2001 - Aug 2001

  Implementation of call centre application for 2000+ users using eFinance and DB2 on IBM mainframe. Configured call scripting and correspondence functionality and managed defects for the entire programme. It was the largest Siebel deployment in Europe at the time. Implementation of call centre application for 2000+ users using eFinance and DB2 on IBM mainframe. Configured call scripting and correspondence functionality and managed defects for the entire programme. It was the largest Siebel deployment in Europe at the time.



Versatel

• Telecommunications
• 1 - 100 Employee

• Senior Siebel Consultant

  • Oct 2000 - Feb 2001

  Working at Versapoint, a joint venture startup between Versatel and Northpoint. Implementation of a pan-European version of Northpoint's Siebel based OSS. Enterprise consists of Siebel, Portal, Syndesis, Telcordia and a web-based order entry application. The JV was dissolved in February 2001, terminating this contract. Working at Versapoint, a joint venture startup between Versatel and Northpoint. Implementation of a pan-European version of Northpoint's Siebel based OSS. Enterprise consists of Siebel, Portal, Syndesis, Telcordia and a web-based order entry application. The JV was dissolved in February 2001, terminating this contract.



Oracle

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Siebel Consultant (Flashcom Inc, CA)

  • Jan 2000 - Oct 2000

  Recruited by Siebel to stabilise and improve performance of a recently deployed eCommunications 99.5 application after the previous integrator fell out of favour with the client. Working under a Siebel project manager, our team of 3 rapidly brought the application to an acceptable production standard. Recruited by Siebel to stabilise and improve performance of a recently deployed eCommunications 99.5 application after the previous integrator fell out of favour with the client. Working under a Siebel project manager, our team of 3 rapidly brought the application to an acceptable production standard.



Interoute

• United Kingdom
• Telecommunications
• 200 - 300 Employee

• Project Manager

  • Oct 1998 - Oct 1999

  Project manager for VB/SQL telcoms billing project and 6 month Siebel Call Centre implementation for Interoute UK & Ireland. Project manager for VB/SQL telcoms billing project and 6 month Siebel Call Centre implementation for Interoute UK & Ireland.