Service provision:
Fulfilment of a senior management role within the PMO of a large commercial Enterprise.
Operated across a newly formed consolidation of two technology departments (web and business) practicing both agile and waterfall methodologies.
Strong focus on defining Enterprise cloud computing solutions, which required the facilitation of Agile requirements gathering methods and iterative mindset towards future development.
Responsibilities included the management and development of end-to-end project capability and also central management for shared outsourced or co-sourced technical Delivery services.
Joined Technology Board. This was a body of senior technology managers from a newly consolidated department tasked by the Board of Directors with providing technology strategy, evidence based decision-making and recommendations on capital expenditure.
PROJECT PORTFOLIO MANAGEMENT
Situation: A number of business owned and sponsored projects within a large media Enterprise required key IT deliverables.
Intervention: Delicately and robustly managed business analysis, technical Delivery and handover to support across concurrent projects. Reviewed and supported capital requests for new projects. Became a member of the organisation’s Technical Steering Group (internal body set up to make IT recommendations to both the customer’s board of directors and also the board of the parent group). Drafted monthly management reports, weekly reporting, project progress reporting.
Results: Enabled new functionality inc. Procure to Pay, Circulation System upgrade, Job site, Econfirmations, Fixed Assets, Chart of Accounts overhaul, Rights Management, Circulation reporting.
PROJECT: CORPORATE WEB SITE DESIGN SERVICE
Situation: Barrier to customers’ ASP sales pitch was cost and complexity of their clients commissioning design agencies.
Intervention: Developed web design team capability to accept briefs, brainstorm and deliver pitches. Produced in-house manuals on how to design and code solutions requiring either minimal or no back end redevelopment.
Results: Multiple pitch and Delivery successes. Designs produced for speculative pitches were commonly successful against competitor bids. Design service extended to display advertising and templates.
PROJECT: REDESIGN OF RECRUITMENT SERVICES SITE AND JOB BOARD B2B SITE
Situation: The web site design of a leading Online Recruitment Services company looking dated. A professional B2B site was required to support sales activity and communicate the relationship between the Recruitment Services and Job Board arms of the business.
Intervention: Applied principles from an earlier Corporate Career Site Design project. Fostered a collaborative yet competitive environment in the Design team. Managed design selection process with Marketing and Product Development teams.
Results: Successful release of both designs. Signposting to B2B site introduced on all marketing promotions and communications.
PROJECT: CONTENT MANGEMENT SYSTEM
Situation: This ecommerce customer required a Web user interface, CMS and associated content workflows for staff to control core content, site pages and graphics.
Intervention: Liaised closely with development team on options and design. Project continued to be progressed post live to improve usability and automation. Strong focus on testing.
Results: Systems and a user interface that was good enough to later reuse as client admin access feature.
PROJECT: WORKFLOW MANAGEMENT SYSTEM
Situation: This ecommerce company required functionality for their back office to include: CRM pipeline integration, order entry, order status and billing integration.
Intervention: Work shopped and brainstormed workflows. Worked closely with Sales teams to establish rate card and fulfilment expectation. Commissioned CRM system enhancements from 3rd party to deliver pipeline forms and database. Established in-house super user role for future customisations.
Results: Efficient single user interface booking and fulfilment management system integrated with the core CRM system and database.
PROJECT: OVERSEAS OUTSOURCING
Situation: This commercial Enterprise needed to reduce the cost of manual activity deployed to optimise data processing workflows. Inability to process data quickly was distracting their clients from appreciating the overall USP.
Intervention: Supplier selection process. Training and QA of service in test environment. Testing and trial period. Contract agreement.
Results: In house team reduced from 30 to 8. Ability to deal with workflow spikes.
PROJECT: INTERNAL ACCOUNT MANAGEMENT SERVICE
Situation: This ecommerce company required renewals success to no longer be compromised by inconsistent service during the life of the subscription.
Intervention: Analysis of account management activity. Definition of account management best practice. Identified reasons for salesperson to call clients and IAM’s (Internal Account Managers) to create up-sell opportunities between renewals. Established a virtual team of IAM’s. Introduced a reward structure.
Results: CRM system reports and IAM captured evidence of success was used to support account renewal pitches and also to demonstrate increased renewal rates for managed accounts.
PROJECT: INTRODUCTION AND ESTABLISHMENT OF DIGITAL WORKFLOWS
Situation: This national media organisation required the removal of offsite manual processes. Establishment of a digital studio operation was required in advance of a systems integration go-live.
Intervention: Software selection, establishment of specifications, design and testing of workflows, extensive team and user training,
Results: Digital workflow. Increased sales time achieved by offering later deadlines. Quality of reproduction enabled scope expansion to additional products.
PROJECT: ESTABLISH AND IMPROVE DIGITAL WORKFLOWS
Situation: Despite digitisation of content in-house, material was still being supplied to this major media customer in a non-digital format. There was also no mechanism to move content efficiently between two regional offices.
Intervention: Software selected for digital transmission solution. Once skills developed, a service for receiving content electronically was introduced. Robust checking processes introduced.
Results: Reduction of both cost and the logistical barriers preventing sale. Quicker processes enabled later sales deadlines.