Greater Northampton Area, United Kingdom
A versatile and energetic Manager with extensive planning and strategic skills practiced across a global, cross cultural stage. Enjoys challenging situations and complex problem solving. Key Skills and Expertise • Teambuilding and People Management - Assembles, manages and motivates individuals with appropriate and relevant skill sets into highly effective teams to deliver solutions which maximise customer benefit. Line management experience of skilled and unskilled workforces. • Customer Focus – Skilled at identifying customer needs and managing stakeholders interests through effective and persuasive communication. • Managing Change - Awareness and experience of the complexities of human reaction to change from multiple perspectives, including users, customers, and team members. Driven by commercial objectives. Provides energy, motivation, and empathy to build relationships and ensure change is implemented as smoothly as possible • Programme Management and Delivery. An experienced international Programme Manager with a track record of designing and delivering large scale transformational change programmes and across international borders and with large, multi-cultural teams. • Programme Governance. Managed the governance and visibility of over €80M top 50 programmes and provided risk management and coaching to high risk and strategic programmes. • Analytical, Planning and Problem solving - Understands and analyses the root causes of the issues; designs and develops a strategic approach/ roadmap, and applies a methodical and systematic approach to solving them. Highly aware of commercial priorities and issues • Personal Characteristics - Energetic, tenacious, results focussed and self motivated
Direct and Matrix reporting Team of circa 200 members globally Budget responsibilities for the Global delivery of software support services - budget of €40million - Main Duties o Manages all operational aspects of Service Management for global applications and infrastructure o Identifies customer specific operational hot spots and ensure appropriate mitigation o Agree SLAs with Global / Regional / Freight CIOs and ensure compliance o Agree, set up, and maintain OLA’s with Global / Regional Business Resolver groups o Escalation management; Risk management; Capacity and Availability Management; Incident and Problem Management; Change and Release Management; IT Service Continuity Management o Operational management of service suppliers (internal and external) o Develop and Operate Global follow the sun matrix support organization through Stakeholder,Teambuilding, and People Management skills - Development, implementation, and maintenance of Service Management strategy and roadmap for global applications o Successful Change Management of SM strategy, ensuring ongoing run/continuous improvement of global SM processes encompassing both IT and Business Process support for 45k users of Global DGF&F Systems. o Implemented global SM best practices (policies, standards and processes) ensuring Improved Service/Cost Balance for global applications and infrastructure o Continuously improvement to service / cost ratio. Customer Focused approach specifically identified and developed ITSM capabilities for existing and new applications - Stakeholder Management o Built effective relationships with the Programme/Global/Regional Heads of Business and IT to enable the effective delivery of IT services (both existing and future). o Built credible relationships with senior business unit managers to ensure that the needs of the business are understood, prioritized and subsequently delivered against - Security - Supported, implemented and communicated an IT security blueprint
• Successful Programme Management of the DGF&F elements of the ETO Programme. Involves the Change Management, Country Co-ordination, escalation management, development and rollout of strategic single Telecoms supplier across the EMEA Region. • Managed Germany Service Management activities for DGF and Freight. Successfully closed outstanding issues and risks. Facilitated and improved communications with BU’s. Applied skills to enhance the country SM profile. • Successful Programme Management of the EMEA Service Management (DGF&F) EUOP Programme. Involves the development and rollout of strategic consolidation and complexity reduction activities across EMEA. • Successful Programme Management of the DGF&F EMEA Service Management Run Cost Optimisation Programme. Involved the reduction of RUN costs across the Globe through review and modification of services to suit the current DGF&F business needs. Global saving €21M. • Successful Programme Management of the Managed Print Services (MPS) project. Working with key supplier HP.
DHL Logistics, (part of Deutsch Post World Net - DPWN), Number one global logistics company, employing 175,000 people and generating €25Bn revenues in over 220 countries world wide. • Programme Management governance of top 350+ programmes across DHL Logistics (2008 – 2009). Managing visibility, governance and financial analysis of the top 50 programmes, valued at over €80M per annum. Risk analysis and hands-on coaching of strategic or high risk projects. Definition and roll out of IT project management and PSO processes, methodology and toolsets. • MEDD Program (2006 – 2007) integration of the global DHL and Exel email and active directory infrastructure. Design, programme management and successful delivery of a major transformation programme, following the acquisition of Exel by DHL in January 2006. €14M budget, savings of 20% operating costs, team of 60 full time staff and over 500 part time staff across all 4 regions globally. 360 individual projects globally, 5 email systems, 65 countries, 175,000 end user accounts • Successful Programme Management of the Global Service Management (GSM) Integration Programme. Involves the development and rollout of strategic integration activities across the globe. 64 countries, 64,000 users. (Global, IT Budget £17.84M)
Programme Management of the IS workstreams within the PDS Warehouse system replacement programme.(Benelux, Budget £3.7M) Successful implementation of i2 Logistics package into PDO (Petroleum Development Oman). Involved the specification of deliverables, development and implementation. Achieved through management of teams in multiple countries ie. Oman, Benelux, UK, USA, South Africa and India (Oman, IT Budget £1.25M) Design and development of Cross Border Consolidation functionality within Unison 21 warehouse management system. Implementation of the functionality within the EMEA Region. (Global/EMEA, Budget £923k) Successful delivery of the EFE project to meet the defined performance expectations. (Global, Budget £800k) Successful implementation of Manhattan Warehousing System (WM4W) into Green Field site. Involved development of customer specific requirements, interfaces, hardware and infrastructure. (Poland, IT Budget £370k) Development and implementation of Project Management processes and methodologies within the EMEA TGFM PMO and Global PMO. Mentoring of other PM’s within the organization on the processes and methodologies.