Wakefield, England, United Kingdom
A delivery focussed senior manager, comfortable within the FTSE 100 environment where he has spent virtually his entire career. A Telecoms sector expert who is comfortable operating within the technology senior leadership team, a consistent leader who is able to leverage key strengths within his teams to assure the delivery of tangible value to the company through a portfolio of large programs. Excellent stakeholder management to executive committee level on key strategic initiatives and skilled in managing and directing Tier 1 suppliers and vendors to a partnering relationship which extracts the best value out of commercial contracts.
• Transformed and simplified the current portfolio of Learning Management Systems to a single solution, single platform target architecture. This achieved a 40% reduction in budget from £2.1M in 2016/17 to £1.3M in 2017/18. • Establishment of a DevOps approach with a lean development methodology hosted in the Cloud based on the Government Digital Service development framework. This enabled multi-million pound platforms to be rearchitected to open source solutions on Cloud hosted platforms which could be created in less than an hour for less than £100 a month. Solution has been containerised so that it can be moved to any hosting solution in less than one day allowing the Academy to take advantage of any cost savings from alternative Cloud suppliers. • Digital asset library created, currently supporting two themes serving all key platform and web implementations. Based on NHS brand guidelines and open source so can be used anywhere in the NHS. Prototyping kit available based on this development which enables rapid production (less than a day) of proofs of concept for business stakeholder based solutions. Interest is being shown by Health Education England and the Government Digital Service. • Moved the support function to an ITIL-based incident and problem management capability. Multi-level support interaction optimised and SLAs implemented.
• Delivering omni-channel solutions for Vodafone Group Digital and Customer Operations teams in 21 countries. This involves accountability for €7M budget and €52M revenue and cost saving benefits per annum • Responsible for managing 2 delivery teams, each consisting of a program manager, deployment manager and outsourced delivery teams both onshore and offshore (India) totalling about 60 people in total • Delivering a strategy which aims to disrupt the digital, retail and call centre technical landscape with an objective of drastically reducing (50%+) time to market and total cost of ownership. This strategy has focussed on best of breed Open Source / cloud native applications • Roll out of customer operations solutions (e.g. Web Chat – having a conversation by typing interaction during a web session, Agent Assist – being directed to an subject matter expert when calling for help, with an option to call back, Virtual Hold – call back option rather than holding for assistance, Co-Browsing – allowing a customer service representative to see what is on your screen and guide you verbally) to 21 countries. Footprint established already in 7 markets with planning in place for both country and capability expansion in the next financial year • Supplier provisioning strategy established and management of RFPs for multiple products and services
• Responsible and accountable for a budget of €10M per annum to enable a portfolio of programs across aspects of all devices managed by Vodafone (e.g. mobile handsets, routers and accessories) in 21 markets. 5 year benefit projection of this portfolio is €182M. • Delivery of Terminals Demand and Supply planning and forecasting solution (Oracle RPAS / ODI) which covers €6BN of stock. This was delivered using a devops approach reducing release timescales from once a year to once every 4 weeks, increase in quality, reduction in change requests, increased levels of collaboration and benefit realisation • Delivery of a cross-channel diagnostics SaaS solution into five countries in less than 6 months. This enabled our customers to self-diagnose issues with their devices through automated diagnostics and allow Vodafone to reduce the number of costly repairs to our customers (by 30%). Additional benefits were increased customer awareness of how their device worked, upsell opportunities and measurable uplifts in CSAT and T-NPS Repair (30 points in Vodafone Netherlands). • The role involved managing program managers (business and technical), contractors and vendors, keeping them motivated and aligned towards Vodafone goals and objectives.
• Typically responsible for a budget between €10M and €20M per annum. • Responsible for delivery of 152 deployments into 20 countries. Focus was on standard ‘out of the box’ solutions with minimal customisation. Benefit was driven from automation of environment builds and testing, minimising development, deploying multi-tenanted solutions and maximising additional benefit via configuration management. NPS was uplifted by 13 points, e-sales by 23%. • Solutions deployed included eCommerce (Oracle ATG), electronic bill presentment (Oracle eBilling), knowledge management (eGain), social media (Lithium), search (Google). • People management was an important skill within this role, engaging and aligning multiple product vendors, system integrators (both onshore and offshore), local market and global business and technology stakeholders.
This role was focused on ensuring that all the packaged software used by the Council was installed, configured and customized correctly. I was exposed to software in the payroll, personnel, housing benefits, business rates, community charge, council tax and DLO departments. The role also involved extensive interaction with external software consultants.