• Managing complex transformation programmes and providing crm strategic solutions for clients including:

Lead Analyst & Change Manager Laing O’Rourke Sep 08 – Oct 08
• Working at Board level in a business unit employing 1300 people addressing current downturn in UK market and devising global business model to raise turnover 4x to £1bln by 2018. Devising strategy objectives deliverables and measures including acquisitions and disposals, transformation programme, UK business improvement and rationalisation, new customer focused operating and organisational model, including contact centre, business process re-engineering, systems strategy, RACIs, people assessment ,resource planning and business transition.

Programme Manager eircom, Ireland Nov 07- Jul 08
• Set up programme and project manage office, directed, managed and coached project managers and diverse senior management team through 8 challenging and highly complex service and operational improvement projects including bespoke software, system integration and revision of SAP and Siebel Sales and Order Management to optimise product forecasts, and improve service and costs covering 400-500 people, and 20 departments in Data Services and Networks
• Implemented end-to-end demand forecasting and resource planning and management, overhauled project management using Concerto software, deployed process management, operational and benefit frameworks, dashboards Lean Six Sigma, and Master Coaching to effect change. Significantly overachieved service and KPI targets

Programme Manager for Arqiva Feb 07- Nov 07
• Reporting to Operations Director managed matrix teams involving over 80 -100 engineers and suppliers in turning round 6 critical projects outstanding from a critical major customer review, covering help desk re-engineering, satellite up-link /disaster recovery, OSS upgrade and processes, new frequency and remote network monitoring devices.
• Set up critical £15m telemetry project using bespoke /COTS products and UML, and proactively aligned supply chain covering equipment design and procurement with suppliers and system integrators including Scisys, Trihedral, Sidonis, Digital Fuel, in UK £2billion TV digital switchover programme, avoiding “multi-million” penalties

Strategic Analyst Sofia Works (new Salesforce Partner and Systems Integrator) Sep 06- Feb 07
• .Working at CEO and Operations Director level helped establish business and successfully sold, configured and delivered Salesforce and related process, performance, organisational improvements and business cases in delivering multiple projects and sites covering over 100 people each in Pitney Bowes Europe using Miller Heiman sales process, Teach First and UK Universities Set requirements, configured solutions, sales and contact centres, Web and APIs

Lead Process Consultant, Alliance & Leicester Apr 06 - Sep 06
• Led structured end to end customer journey, process and activity analysis in order to streamline processes, improve lead times and reduce waste and non value added activity across 20 front and back office functions. Working to Customer Services Director all recommendations were implemented

Deployment Lead working with SE Director involving full project life cycle implementation of PeopleSoft CRM version 8.8, replacing Salesforce, in a PRINCE2 environment covering 2000 staff and 80 business units in Scotland and overseas. Key roles have included Resourcing, Planning, Risk, Stakeholder and Change Management, Reporting, Testing, Application Support, Benefits Realisation, delivering benefits of £30m, and Communications. Project team of up to 50 people including 25 contractors.

Sold, directed and managed business and systems improvement programme to restore profitability on a contingent basis, including product, stock and warehouse rationalisation, reorganisation, systems and web sales development integrated with Sage Financials.

Sold and managed major restructuring of sales organisation in Europe. This involved market and customer segmentation, customer acquisition and contact management strategy and systems. It encompassed the integration of telesales, customer service and marketing, sales and product specialist reorganisation and reviews of CRM and service software. Retained to review service organisation in Europe to improve efficiency, involving development of service metrics, systems implementation and integration with JD Edwards for roll out globally.

Assistance in the design of a CRM contact and call centre strategy for Zurich to reduce costs by 10%.

Sold and managed a fast track design and implementation of Clarify software to time, quality and cost covering contact management, call centres and help desks in Europe for Comparex, a global IT solutions company, including interfaces to a hard coded ERP system. Project team included 35 client staff and 20 consultants.

Sold and managed workflow CTI/telephony and process improvement project for an 1100-seat call centre in Vertex servicing national utilities to improve productivity by 20%.

Managed and set up the global service business for Amersham plc. This involved the design of strategy, processes, organisation, product strategy systems and reporting. Also set up a European telesales service
Involving business analysis, service definition, systems, organization and metrics.

Managed CRM aspects of profitability programme for Merck UK, covering product, sales and call centre restructuring, supply chain and implementation of Saleslogix.

Strategist and Lead Analyst involved in the development of a virtual bank for FNB South Africa, involving the transition from product based, branch banking to consumer value driven banking, using electronic commerce with centralised communication centres and integrated customer management contact systems, based on Siebel. The project embraced 8 large call centres, over 30 service operations, 40 client staff and 20 consultants.

Programme managed a major three year £15m programme covering Customer Services (CS) 2000, Teleservices, Field Integration and 12 sub projects to implement customer and service management systems across KPN Ptt Telecom in Holland. The projects involved the development of customised CRM solutions, the management of development teams, replacement of legacy systems, interfacing with billing and inventory systems, streamlining and rationalisation of customer service centres, and the introduction of CTI/ACD and related technology to support call centres. Project teams involved 20 consultants and 30-40 PTT personnel.

Programme Manager of a three-year programme for the Civil Aviation Authority, covering the implementation of new service processes and IT systems, which delivered £30m net cost savings. Managed the development of the IT programme, and led the review of IT strategy involving the preparation of an IT development plan, information systems architecture, systems profiling, prioritisation and implementation planning, budgeting, and the development of quality procedures and a planning methodology to prioritise and plan IT projects. Project teams involved 24 CAA staff and 15 consultants.

Set up and run the IT project management office covering the corporate IT programme for North West Water and specified and implemented systems for a newly acquired subsidiary, Edwards & Jones plc, a company which manufactures water treatment plant.

Reviewed the accounting and customer management systems for Legal Aid Administration and prepared requirements for new systems using Prince and structured analysis and design methodology (SSADM).

Developed customer management strategy, sales substitution and telebusiness supported by the introduction of e-commerce and customer management systems for Caradon Solutions, UK.

Project management of the implementation of a consolidation and management reporting system for Johnson Matthew, covering 50 companies worldwide and a total turnover of £1 billion.

Management of the conversion to Trusts and development of service standards for various NHS Hospitals eg, Manchester, Derby, Rochdale, Grampian Health.

Deputy Managing Director of Coopers & Lybrand Thailand with direct responsibility for business start-ups in Thailand involving market, economic and feasibility studies, financing and recruitment eg for ATT, Shell.

Turnaround within 6 weeks of an inter-business transfer charging system for British Telecom, covering 90 trading units and a turnover of over £1 billion.

Assisted in IS strategy, reviewed systems and developed reporting systems for Suter plc, and for Lion Foods, in the UK.

Reviewed systems and reporting requirements of the Property Services Agency and project managed the privatisations of Rosyth and Gibraltar Dockyards including system development.

Lead consultant involved in the successful automation of lighthouses in the UK replacing Lighthouse Keepers with remote service based modular technology.

Management of projects for the World Bank, UN, ODA and ODI, e.g.:
Development of computer systems and business strategy for Turkish Government Agencies: TZDK and TIGEM, providing agricultural inputs in Turkey.

Efficiency review and development of the organisation, management information and reporting systems of the Zimbabwe government transport operations Zimbabwe Grain Marketing Board.

Management of the UN funded programme to raise the GDP and economic performance of the Gambia covering Government Agencies involved in running the Port Authority, Utilities and Produce Marketing.

Project management of World Bank project involving the rehabilitation of Ghana State Gold Mines covering capital investment planning, safety and risk management, and development of management and operational information systems aimed at profitable gold exploitation.

Turnaround of Dominican Agricultural Marketing Board, redevelopment of coffee plant, and successful feasibility study to support a regional redevelopment programme. Also set up of island wide communication and supplies system in Dominica post hurricane.