Greater Dublin
A self driven, collaborative leader with a proven ability to both grow and optimize large customer focused and operational teams on a global scale. Very experienced working with multiple internal and external stakeholders for hyper growth markets in technology, internet and SaaS environments. Held roles in technical operations, systems & tools development, strategy & planning in a hyper growth environment. Has a Software Engineering background with deep recent experience in Pricing, New Product Introduction, Outsourcing, ML automation, Customer Experience and Data Infrastructure management. An excellent communicator who is results oriented and committed to high standards of performance, both technically and organisationally. Comfortable with ambiguity, hyper growth, building operations across a variety of operational domains. KEY SKILLS: Strategy & Operations | Scalable Staffing Solutions | Problem Solving | Team Leadership & Coaching | Vendor Management | Artificial Intelligence Solutions | Business Processes |Governance & Compliance Ops | New Product Introduction
Global Leader of multi-disciplinary teams involved in the operationalization, launch and delivery of Cloud Learning Services. Created the technical stack and partner ecosystem to ensure scalable delivery and customer success of both On-Demand and Premium Learning Experiences for GCP customers. Built a global Operations & Delivery team from the ground up, consisting of specialized functions: - Scalable Global Delivery - Governance & Compliance - Capacity and Coverage Management - Systems Operations and Automation - New Product and Service Introduction
Senior leader of specialized operational teams of 80+ FTE’s. Responsible for outcome metrics such as CSAT, CES and Productivity, and multiple sub-functions: - Vendor and Supplier Selection/Management - Change Management and Transformational Projects - WorkForce Management and Operational Budget Mgt $XXXM - Compliance and New Product Introduction - Internal Enablement and Quality Control - Development of CRM Systems and Internal Tools - Business Process Optimization and Automation
Leader of a team of 3000+ staff composed of program managers, data scientists and contractors tasked with providing technical support to Google Cloud Platform and WorkSpace customers. - Built Support Operations at scale over 30+ sites; created competence in Work Force Management, capacity management, forecasting, financial control, knowledge management, workflow optimisation & UpSell operations. - Optimized outsourcing model; instituted quality assurance and operational integrity via policy and regulatory compliance programs. - Created AI Solutions for Case Deflection, Smart Routing, Smart Reply/Compose and Solution Surfacing. - Led the Data Science team in the development of insights and analytics; created data infrastructure required for metric development and accurate reporting.
Head of customer success and service delivery, operational manager for Ireland & UK’s 1st line network support group. - Achieved consistent 98% resolution time on all tickets; a growth of 28% over 18 months. - Recovered services profit margin from 39.5% to 79% on a €10M services revenue stream. - Customer base covered all of the UK/Ireland’s major operators, fixed and wireless. Supported estate included Ericsson and multi-vendor kit. - Managed a team of 21 software and electronic engineers. - Selected as Executive project lead for transformation of support structure to regional model; specialized in organizational change management and transformation.
Product Issue management for Ericsson's 3G product portfolio, 3rd line support, production & launch for new features & packages. Product quality management, crisis management and customer relations management. 24/7/365 operational cover for all customers.
Project manager for systems development Development & technical coordination of new commercially sensitive features after general availability of our products