Head of Project Operations (ClearCourse Membership Services - Platforms)

• Jan 2022 - Present

Senior member of the Divisional Delivery Management team, focussed on operational excellence and translating the strategic goals and direction into the outputs of project delivery across a division. Worked alongside Directors and C-Suite stakeholders to define and implement strategic initiatives across the division. Senior member of the Divisional Delivery Management team, focussed on operational excellence and translating the strategic goals and direction into the outputs of project delivery across a division. Worked alongside Directors and C-Suite stakeholders to define and implement strategic initiatives across the division.

Head of Client Services

• Dec 2018 - Dec 2021

A senior leader in the Trillium business who led a series of organisational and operational changes as the business grew ahead of the ClearCourse acquisition. Established a Project Management team in a small growing business that expanded to a Client Services department that covered Project Management, Account Management and the Service Desk functions as the business moved to a strategic position of offering an integrated Membership Experience underpinned by the experience Trillium delivered to its client base. Show less

Head Of Project Management

• May 2017 - Dec 2018

Senior Project Manager

• Jul 2016 - Apr 2017

Project Manager

• Mar 2013 - Jul 2016

Principally project managed a variety of technology based projects for Websites, Intranets and Hosting improvements, including Sitecore CMS, Kentico CMS and Microsoft SharePoint projects for multiple clients throughout the whole project lifecycle. In adapting to the changing landscape, as a senior member of the team, taken a lead to manage more 'Cloud' based projects; with an increasing focus on the SharePoint Online (Office 365) and Azure Infrastructure solutions. Account managed the day to day engagement of key strategic accounts; • Facilitated workshops, requirement gathering and documentation through to the planning, resourcing and scheduling of each phase and project as a whole. • Implemented control mechanisms to ensure the success of each project. • Managed the 'resourcing' for the company for an interim period. • Applied an Account Management approach to the day to day operational management of Strategic Accounts and respective projects to ensure smooth running of development within a Program of work. • Identified and won up-sell opportunities within the Strategic Accounts. • Managed and worked throughout the Pre-Sales cycle of new opportunities with the Sales team. • Implemented improvements to an existing Support process to ensure greater responsiveness to Client calls. • Project directed projects to provide support and guidance to junior members of the team. • Worked closely with the testing team to define and implement QA standards and tested deliverables. • Applied Agile and traditional models of Project management to specific client projects and requirements. Show less

Project Manager

• May 2012 - Mar 2013

Project managed multiple Software as a Service (SaaS) platform based projects for large scale Automotive based clients and internal improvement drives;• Produced Technical Specifications, Project Plans and Timelines for individual clients.• Fostered a collaborative Project Team across internal and client based stakeholders.• Chaired Project Workshops and trained client users on the NetDirector Software. • Planned and implemented effective client specific communication plans.• Improved the client facing 'Digital Marketing Monthly Report' process. Show less

Account Support Executive

• Nov 2011 - May 2012

Provided support, analytics and marketing campaign management within a dedicated list of Automotive Clients. Designed and produced Process aids for internal and external stakeholders to provide user assurance and acceptance using 'Change Management' principles.

Business Analyst

• Jan 2010 - Aug 2011

Business Analyst and Operations Lead for the EMEA 'Premier Support for Systems' Quoting Teams within the wider EMEA Customer Services Organisation. Managed a series of initiatives through reporting metrics to improve performance across the Premier Support quoting community. Collaborated with teams and lines of business in transitioning legacy Sun Microsystems processes and forecasts into the existing Oracle models and teams in line with the Global Corporate Directives. Specifically this included: • Designed and managed an EMEA Wide Quoting Initiative to quote 13,000+ ($370m) of Service Contract renewals for the fiscal year FY11 and FY12 Q1 by 31st May 2011 across the Sales and Quoting teams, respectively. • Managed the interface between the Oracle Internal Telesales team and the outsourced Quoting team (Infosys BPO) in the drive to quote FY11 and FY12 business. • Managed the 'EMEA Premier Support Quote Support' Management team tactical weekly staff calls, providing focus to current priorities and initiatives. • Designed and implemented a collaborative, knowledge sharing and communication strategy for the EMEA Premier Support Quoting community and primary stakeholders. • Collaborated with the Oracle 'Divisional Process Specialists' to provide additional training, process clarification and issue resolution for the EMEA Premier Support Quoting teams and extended Premier Support Sales force. • Transitioned a number of legacy Sun Microsystems processes and forecasts into the respective Oracle teams, which included the processes for Hardware Sales to engage quoting teams, legacy Sun Software Version updates and the transition of the $200m EMEA book of business from Sun outsourced Tele renewals team (Service Source International) to the internal Global Renewals Service team in Romania. Show less

Volume Sales Account/ Operations Manager

• May 2008 - Jan 2010

Managed a series of projects on behalf of the EMEA Director and Operations Manager. Managed internal and external stakeholder relationships in creating and maintaining ‘Service Contracts’ between Sun Microsystems Ltd and its customers, both Direct and Partner based.The role expanded from the Volume Sales Account Manager position to cater for various operational projects, leading upto and through the Oracle Acquisition of Sun Microsystems for the EMEA teams:• Designed, implemented and managed a process of engagement to the centralised booking teams for the outsourced Tele renewals team; ‘Service Source International’, in renewing $200m of Service Contracts.• Designed, implemented and managed a process of engagement to the local quoting and the centralised booking teams for the outsourced Telesales team, ‘RainMaker Europe’.• Managed regular account reviews and meetings for the outsourced teams and management in measuring performance with the specific relationship.• Managed an EMEA wide improvement drive focussed on process and data efficiencies; collaborating across all functions within Sun regionally and globally in providing solutions to major issues, impacting the EMEA GSC teams (600+ resources).• Managed a Service Quoting Accreditation Program across EMEA for internal teams and within the outsourced telesales teams. Show less

'Shared Services Center' Trainer

• Aug 2007 - May 2008

An assignment to Prague (Czech Republic) to set up the 'Shared Services Center' (EMEA Centralised Services Booking Team).• Trained a Centralised European Service Contract Booking team of 50+ resources for the transition of the Sun Service contracts bookings/ transactions from the local countries.• Managed the centralised team during the start up phase until a permanent and locally based manager was recruited in Prague.• Defined and delivered training on specific 'Service Contract' transactions for a UK specific team within the outsourced company; 'Infosys BPO'.• Managed the engagement and performance of a remote team, based in 'Infosys BPO' in providing booking support to the UK Sun Center and newly formed centralised team. Show less

Service Sales Support

• Aug 2005 - Sep 2007

Accountable for the forecast of the Teleco and Media Services Sales team to the UK Director of Service Sales.Responsible for the quoting and booking of all service contract renewals, new business across the Lines of Business for each account.

Researcher and Personal Assistant to Rt Hon. Lord Pendry PC

• Feb 2005 - Jul 2005

Managed the Office and Diary of Lord Pendry in House of Lords (Millbank), with additional responsibilities which included: • Supported the All Party Sport and Tourism Groups, working with key stakeholders in arranging meetings and visits. • Liaised with the sports foundations (Football and Cricket Foundations) for Lord Pendry to represent. • Represented Lord Pendry at various debates, meetings outside of parliament. Managed the Office and Diary of Lord Pendry in House of Lords (Millbank), with additional responsibilities which included: • Supported the All Party Sport and Tourism Groups, working with key stakeholders in arranging meetings and visits. • Liaised with the sports foundations (Football and Cricket Foundations) for Lord Pendry to represent. • Represented Lord Pendry at various debates, meetings outside of parliament.