Nendaz, Valais, Switzerland
I am a global business services leader, with over 30 years’ experience working where the services are the business. I have a passion for making GBS organizations work well, and have just finished 11 fantastic years as one of the top 400 executives at Novartis, where I helped start, build and improve their GBS. Four key achievements: • Designing and implementing front-office services, saving more than $150M per year • Building an internal consulting team with 400 members, replacing >$100M of external spend • Driving a culture journey to reinforce inspired, curious and self-aware servant leadership • Designing and managing the operating model for the organization and driving alignment. Previously, I have been a partner in several consulting companies, I led global business services work for PA and spent several years working as the lead advisor and client partner with Unilever and GSK on the establishment of their global business services, reporting to the head of those GBS organizations. I also have deep experience in business process outsourcing, particularly in HR and other BPO areas, and was previously one of Europe’s leading sourcing advisors. I enjoy leading diverse global teams and building an inclusive and empowering culture. I am looking for a leadership role where I can: • Build a services organization or advanced capability team • Work across functional domains to structure and improve an existing GBS • Extend an established GBS into front-office knowledge work • Set-up and lead a consulting organization
I am helping to build and operate a distinctive greenfield Insulet Business Services organisation, using leading practices. My accountabilities include: Designing the IGBS operating model Designing and maintaining enterprise processes across HR, Finance, IT, and Procurement, as well as other functions Designing and implementing IGBS services to support those processes Managing service management and quality management practices
I am coaching and consulting for various companies with business services topics. If you are interested in a conversation, please let me know. The sorts of things that I can help you with are: - GBS design, build, and launch - Business solution design - I have particular experience in solutions across the life sciences value stream - Business services operating model design - Transformation management - Internal consulting (I ran a large internal team at Novartis) - High performance outsourcing I can work in a light advisory capacity, hands on ad-interim, or you could even hire me!
I have been working with Argon International on various GBS related projects, delivering hands on advice to clients.
My role evolved to take additional accountability for the development of integrated business solutions from Novartis’ Customer and Technology Solutions (CTS) organisation, the 11,000 person successor to NBS. • Designed and implemented CTS integrated account management approach (2021) and managed Integrated Accounts monthly governance meeting (Head of NBS as chair) • Managed relationships with key executives in BUs and led business development activity with BUs • Worked with business unit and NBS leadership to identify opportunities and managed weekly stand-ups and monthly governance to prioritize, mobilize, and program manage the work • Designed the CTS operating model, including cross-domain project to define the center and footprint strategy, and the integration of the Chief Data Officer organization into the team in 2021, including Data Management, Data Science, and Innovation • Established and led the NBS Architecture Board, which decided major elements of our infrastructure
We identified the need for an internal consulting team in 2016, to reduce spend and reliance on external partners. • Grew the team to 250 management consultants, 80 PMO consultants and 65 process excellence consultants, $50M P&L, saving 50% vs Big 4 and reducing external spend from $140M to $20M • Put in place the operational controls to meet the specific needs of a consulting-style workforce • Sponsored, drove and role modeled a culture building program for the entire team, focused on self-awareness, leadership purpose, servant leadership, inclusivity, and immunity to change • Supported successfully all strategic work across the enterprise (restructuring, process design and simplification, M&A, operating model design, digital, transformation program management etc.), replacing third parties • Sponsored and coached end-to-end process design activities • Developed CoE capabilities in process digitization (Adonis), automation (ServiceNow, Python and Automation Anywhere) and data mining (Celonis) Main locations were service centres in Mexico City, Dublin, Prague, Hyderabad and Kuala Lumpur.
CONEXTS was an internal services organisation for life sciences capabilities. I had accountability for the design and build of all services. This includes the Planning and Validation (identification and business case of opportunities), Service Development (design and pricing of services using a process-led design approach), and Transition. • Established and managed team of 40 solution design specialists that combine the capabilities of NBS to build services. Examples: data as a service, launch excellence, medical communications, clinical trials, digital creative and channels • Designed simple, agile methodology, ensuring service design excellence, praised by internal audit as leading practice for its strong controls • Team delivered 100s of projects over 10 years, creating diverse sales, marketing, legal and consulting services, resulting in an opt-in P&L of $300M, delivered with 96% of footprint in five service centers • Designed and maintained the operating model for the opt-in business services domain (3,500 people), driving alignment across the LT, a strong identity, and a highly mature operating approach
I was responsible for PA's global business services consulting work and UK practice lead for shared services and outsourcing. We worked to provide detailed hands-on support to a number of major organisations as they create multi-function service organisations.