CRMpeople.com

Presents

Resume 779.

D.O.B. 10^th October 1971 in England

Marital Status Married – no dependents

Nationality British

Summary of skills and experience

• Demonstrated skills in Business Systems strategy creation and alignment, program management, project management (including knowledge of Prince2 and PMI), change management, business analysis, applications deployment / development for local, regional and international communities.

• Effective analytical, communication, and interpersonal skills

• Industry Exposure: Finance, sales/marketing, and Telco for both the direct and indirect models.

Project Management 6 Years

Requirements Analysis & Functional Definition 5 Years

Siebel CRM / PRM 4 Years

Requirements Analysis & Functional Definition 3 Years

Applications Development 2 Years

Systems Implementation and Integration 2 Years

Service Delivery and Change Mgmt 2 Years

Technical Architecture 1 Year

Organisational transformation and change happens where strategy, technology, people and processes come together. Taking all these factors into account, this consultant has brought about change by creating a shared vision, developing plans to implement it, and energizing the people around him to pull in the same direction. This has been achieved by:

Professional ‘Client Side’ experience in a leading edge technology company, including the successful implementation of Siebel CRM and PRM technologies in more than 50 countries, and setting the strategic direction through the production of cross functional business plans and change management, consistent focus on the global corporate strategic direction, and awareness of the changing technological environment.

Most recently on Contract at Capita, this consultant was brought ‘on board’ to project manage the CRM initiative of the Capita BBC TV Licensing Transformation Programme. This has involved working within a Programme Office environment leveraging the PRINCE 2 methodology and extensive management of third party suppliers. Whilst at Avaya / Lucent Technologies He performed the role of Global Applications Liaison Manager for a Siebel Deployment Team working on Siebel CRM technologies for the Sales and Marketing Organisations with deployment achieved in 50 countries and a user community of 6K Sales users and 250 Marketing users. The user community also includes additional third party telemarketing partners and Business Partners as part of the organisations indirect sales channel. Most recently, this included the role of International Project Manager and change management lead for a global Siebel PRM initiative on both the 6.3 and 7.0 platforms. Additional responsibilities included the creation of multi channel, global, business systems program road map.

Key Professional ‘Consultancy ’experience with a CRM specialist practice based in London delivering market leader solutions to clients in all product verticals. Understanding the needs and vision of the clients, proposing strategy and approach to achieve executive ‘buy-in’, managing and delivering on time and within budget.

This consultant held the position of Senior Consultant at Akibia Inc – a CRM specialist consultancy practice based in Hammersmith. During his time at Akibia He became a Siebel 2000 Certified Consultant and was involved in a number of projects in the financials vertical.

Education

'A' Levels in Mathematics, Physics, Chemistry and General Studies.

10 'O' Levels including an 'AO' Level in Electricity and Electronics.

Siebel 2000 Core Consultant Course, Siebel University - December 2000

Siebel 2000 Certified Consultant - Oct 2001

5 day Project Management Course (PMI – curriculum) - Oct 2001

PL/SQL 3 day course with Oracle Education UK - March 1999

TRIM (Documents Management System) - November 2002

Primavera - November 2002

Employment history detail

Project: BBC TV Licensing Operations Transformation Programme – CRM Project Manager

• Project Management of third party Siebel CRM 7.5 delivery
• Working within a Programme Office Structure conforming to PRINCE2 standards
• Requirements Management
• Architecture Blueprint review and alignment
• Commercial deliverables review and direction
• Product Evaluation (Siebel Modules – up to 700 seats, Handheld PDA units – up to 300)
• Project Start Up
• Third Party Supplier Management: Sun Microsystems, Valoris

This Consultants role at Capita was to project manage the CRM initiative within the Transformation Programme. This included definition of the ‘high level’ plan and deliverables, management products, governance and quality assurance definition. In addition, the management of risks, issues and progress reports in line with the Transformation Programme Office requirements. He was significantly involved in the management of the requirements phase for the programme that included the ‘requirements analysis’ for the ‘System’ through to functional specification delivery for each of the projects within the programme – CRM being just one of them.

Project: Global PRM Initiative – International Project Management

• Project Management for Siebel PRM 6.3 - International (Phase 1)
• Project Management for Siebel PRM 7.0 Technical Upgrade – International (Phase 2)
• Program Management for Improved Business Partner Experience – International (Phase 3)

These initiatives required:

• Regional team coordination
• International Change Management Lead
• Business Liaison, process reengineering, requirements analysis and alignment
• Member of the Global Process Integration Team
• Deployment lead and approach owner
• Training
• Definition and development of bespoke management tools.
• Communication
• Support modelling
• Integration Analysis
• Data Mapping and Modelling

This Consultants role was to project manage the international deployment of the global Siebel PRM, multi phase initiative from deployment to strategic road map creation. The deployment of the 6.3 PRM client targeted 50 countries across the EMEA, CALA, Canada and APAC regions. He created an international wide network of sponsors that enabled the successful completion of the 6.3 deployment and enhancement policies. This hierarchy was used as the fabric for the Siebel 7.0 Upgrade and the structure through which to apply business prioritisation for the Improved Business Partner Experience across all systems and business units.

In conjunction with this he acted as a key driving force in the Global Process Integration team providing input and direction on globally aligned business processes resulting in the creation of a Globally aligned Business Partner Program for 2003 and a multi channel Business Systems Road Map aligned with the overall corporate strategy.

Project: Leading UK Asset Management Company, 06/01 – 08/01. Siebel eFinance.

• Testing Phase Ownership
• System Testing and User Acceptance Testing Approach Design
• Script Generation and Management
• System Testing and User Acceptance Testing Execution and Management
  Use Case Design
• Issue Resolution and Change Control Management

This Consultants role in this was to define the testing approach taken and manage the execution of System Testing, and Users Acceptance Testing. In addition to this he was responsible for Issues Resolution, tracking and management, and version control. Application acceptance sign off was achieved on time according to the project plan and was well received by the client. Towards the end of this project he was specifically requested by the client to provide End User training for their ‘Train the Trainers’ based in Berlin.

Project: Leading Investment Company, 05/01 – 06/01. Siebel eFinance.

• CRM Road Mapping
• Product Comparison and Gap Analysis
• Requirements Mapping
• Entity Mapping
• Cost / Benefit Analysis

Familiarisation with existing processes, requirements and available solutions. He quantified the analysis, and provided recommendations as to fit and gap for the two potential solutions. Finally a cost comparison was produced showing the benefits and costs of each option. Additional work was won to produce a scripted demonstration for presentation of the application to representatives of all user groups. This was well received by the client.

Project: Siebel Marketing Enterprise Solution. To configure and deploy global solution incorporating existing Siebel Sales Force Automation modules.

• Scope and requirement specification analysis for the Enterprise Networks Marketing business unit (International - EMEA, CALA, APAC and Canada regions)
• EMEA CIO Project Lead
• Screen flow and GUI design
• Business Partner and Third Party Telemarketing Partner requirement mapping and thin client design
• Functional Testing and User Acceptance Testing
• Business Process re engineering
• Roll out Facilitation and Management including hardware deployment and training scheduling
• Data Modelling including local source, Dunn & Bradstreet and Harte Hanks.
• User positions, responsibilities and view definitions.
• Decommissioning Strategy creation and execution of redundant systems
• Designing and implementing Change Management strategy and project communication
• Providing process related training, workshops and presentations.
• Transferring knowledge and skills to local resources.

Team Leader specifying the scope of the Siebel implementation, defining statements of work and direct experience of Siebel installation, enterprise integration and customisation. Deployment management and facilitation working with top management in a team of 50+ with a budget of $7m plus to create a Siebel vision and successfully implemented this through the International regions. Conducted requirements definition, system evaluation, data model gap analysis and managed the international deployment, reducing operational costs and improving data integrity and system cohesion.

Project: EMT - a web based ASP enterprise marketing tool (EMT), enabling program creation, targeting, lead tracking and campaign and ROI analysis for EMEA, interfacing with US Oracle database and SFA2000 (Siebel) to provide complete campaign analysis / effectiveness.

• Overall project ownership (scope, timeliness and quantity of the deliverables being produced by the team)
• Analysis, requirement specification and application design
• Man management
• Project costing and budgetary control $850K
• Pre sales, presentations and third party end user liaison
• Provided functional expertise of the system being developed.
• Management of 4 development / data management staff building marketing database functionality
• Development of UK marketing database (1.6 million records) supporting continuous marketing programs using SQL Server, Access and ASP
• Ongoing construction of smooth data exchange processes between different database platforms to ensure successful implementation and configuration of the application within EMEA

Project: Services / maintenance and fault resolution database (Orbit - Scopus) EMEA

• Design and delivery of functional training to <100 users
• Enhancement management / change control and deployment.
• Pan European deployment and installation in 15 countries.
• Web hosted Training and user documentation
• Metric enhancements and provision of third party fault reporting hosted on the web for the services groups across EMEA
• Business Objects configuration, user administration and deployment across EMEA based around on Orbit universe. Design and delivery of training for super users and web hosted documentation.
• EMEA Project Lead for migration of Customer and Install base data from Orbit / Oracle to IAS2, including gap analysis, training and roll out programs for the services and contracts teams.

Business Architect responsible for defining requirements, object modelling and application development lead. Ran requirements gathering workshops, and post deployment change control forums. Project Manager responsible for investigations into proofs of concept. Responsible for defining project objectives, project schedule and statements of work.

• Designed and built database using MS technologies for tracking projects - implemented nationally.
• Project Management of installations for their newest Offnet division.

1. Project Management of Telephony / CATV network build and large Business Telecom installations.

• C.D.M. (Risk Assessments).
• Design and implementation of new project management tools and procedures.
• Project Manage third party designed projects including C.C.T.V., ATM, and SDH.

Interests

Play Tennis and Golf on a regular basis.

Represented all schools in Rugby, Cricket, Squash and Fives - Awarded school colours.

House Prefect and captain of house Fives and Rugby teams.

Travelled extensively through Europe, Arabia, Africa and South America