About
A highly accomplished Strategic IT Services and Programmatic Operations Leader with over 15 years of international experience, driving digital transformation and operational excellence for Global 500 enterprises. Expertly architects 'as-a-service' models and navigates complex multi-vendor ecosystems, consistently delivering high-value TCV up to $15M. Proven ability to align diverse internal stakeholders across Engineering, Product, and Sales to achieve aggressive customer ROI and long-term retention goals.
Work
RIVERBED TECHNOLOGY
|Head of Global Program Office & Programme Principle XaaS Offerings
Leicester, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Led global project delivery and strategic customer success, overseeing significant revenue and ensuring global consistency in XaaS offerings.
Highlights
Managed global project delivery and strategic customer success frameworks, overseeing an annual run rate of $29M-$34M (Bookings, Delivery Revenue, Forecasting & Actuals) and a $4M EMEA services revenue portfolio, consistently achieving 95-97% quarterly targets.
Directed the full lifecycle of 'managed as a service' offerings, bridging Sales and Technical delivery to secure and execute deals ranging from $500k to $15M TCV.
Orchestrated cross-functional alignment between Product Management, SE, Engineering, and Support, ensuring technical product roadmaps met strategic customer business outcomes.
Defined and implemented the EMEA Customer Success strategy, integrating technical solutions into business processes to maximize customer ROI and minimize churn.
HEWLETT PACKARD ENTERPRISE (HPE)
|T&T Programme Mgmt, Cloud IaaS/PaaS Consultant & SMART Factory Programme Lead
Leicester, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Led complex cloud service design, operational modeling, and cross-functional program leadership for major clients, mitigating risks and driving standardization.
Highlights
Led service design and operational modeling for an £8M HPE-Vodafone cloud reseller deal, establishing account management functions for FTSE 250 clients.
Managed the $12M Applications Managed Service T&T Programme for SEAT, mitigating $2.2M in potential penalties by delivering a 20-week baselined plan in 10 weeks.
Directed end-to-end performance management for Transition and Transformation (T&T) programs across multiple geographies, aligning Engineering and Sales to deliver global SMART Factory initiatives.
Appraised organizational readiness for CMMI accreditation, addressing goal-threatening areas and enabling standardization across AMS RR and Publive Sector.
HEWLETT PACKARD (HP)
|Applications Services Delivery Manager & Global Risk SME
Leicester, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Accountable for global application delivery, managing significant budgets, and enhancing operational efficiency and risk governance.
Highlights
Managed delivery of ~4000 global applications for Rolls-Royce, overseeing 7-figure budgets and negotiating multi-vendor SLAs.
Improved Mean Time To Resolution (MTTR) by 49% (from 8 to 4.07 hours) using Six Sigma, increasing application uptime and availability.
Re-engineered risk management and organizational training protocols, achieving CMMI Level 4 accreditation for HP AMS.
Achieved highest available performance rating year on year at Hewlett Packard Enterprise.
Leicester City Council
|Business Analyst
Leicester, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Analyzed business processes and requirements to support organizational objectives.
Highlights
Supported data analysis and reporting to inform strategic decision-making.
Collaborated with stakeholders to gather and document business requirements.
Contributed to process improvements to enhance operational efficiency.
Hay Online International Ltd
|Project Manager
Leicester, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Managed project lifecycles to ensure timely and successful delivery of initiatives.
Highlights
Coordinated project resources and activities to meet deadlines and objectives.
Communicated project status and risks to stakeholders.
Ensured adherence to project plans and quality standards.
Leicester Islamic Academy
|Head IT Technician
Leicester, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Oversaw IT infrastructure and provided technical support to ensure smooth operations.
Highlights
Managed IT systems and networks, ensuring optimal performance and security.
Provided technical support and troubleshooting for staff and students.
Implemented IT solutions to enhance educational technology resources.
Powergen/E-ON
|PMO Analyst
Leicester, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Supported project management office functions, contributing to project planning and reporting.
Highlights
Assisted in developing project plans and tracking project progress.
Generated reports on project performance and resource allocation.
Maintained project documentation and supported PMO processes.
Education
De Montfort University
Bachelor of Science (Hons)
Business Information Systems
Languages
English
Certificates
Project Management Professional (PMP)
Issued By
Project Management Institute
Associate Member, British Computer Society (AMBCS)
Issued By
British Computer Society
Six Sigma Green Belt
Issued By
Industry Standard
ITIL V3.1
Issued By
Industry Standard
Microsoft MOF
Issued By
Microsoft
Skills
Business Transformation
Transition & Transformation (T&T), Outcome-Based Service Standardization, Cloud Strategy, Digital Transformation.
Stakeholder Management
CxO Alignment, Multi-Vendor Governance, Voice of the Customer Advocacy.
Operational Excellence
Six Sigma DMAIC, ITIL Frameworks, Performance Maturity Command Centres, Process Improvement.
Project & Program Management
Global Project Delivery, XaaS Offerings, TCV Management, KPI Reporting, Agile, Waterfall.
Technical Acumen & Strategy
Customer Success Strategy, Technical Solution Integration, Service Design, Operational Modeling, Cloud IaaS/PaaS.
Risk Management
Operational Risk Mitigation, CMMI Accreditation, Risk Governance.
Software & Tools
SFDC (Salesforce), Gainsight.
Strategic Leadership
Global P&L Management ($34M Run Rate), Programmatic Governance, Organizational Strategy.
Interests
Passion Projects
Agentic Workforce as a Service, Education & Gamification, Serviced Accommodation & Realty Development.