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Work Background
FedExIntelligent Automation Advisory
Apr. 2017United Kingdom
Boots UKService Design & Service Transition Consultant (Interim)
Oct. 2013 - Oct. 2014NottinghamDigital WorkPlace; MDM Algorithm for ”Single View of Customer” and other key projects: - New Stores Intranet (AGILE implementation based on Office 365, ADFS & private cloud (AZURE), applications via middle-ware to legacy mainframe and SQL databases
- End to end service design across 16 services.
- IBM InfoSphere MDM & Oracle 11g databases - worked with the Business to establish effective service design utility, warranty and operational governance
- Outsourced Email – 3rd Party Service Provider – migration to new provider; - Promotion Analytics – using Cognos Reports and batch data runs
- Project scope (PID) to implementation, warranty period and Live run operation
- Risk management and mitigation of Service related risk and issues
- Service Delivery, including service design, governance, full live operation support model, and process improvement, with software upgrades via change boards.
HM Revenue & CustomsService Delivery Assurance Consultant (Interim @ Capgemini ASPIRE)
Oct. 2011 - Oct. 2013Telford, United KingdomHMRC Debt Management and Banking Applications; and a wide range of other HMRC services
Mike has diligently provided effective service transition, service design and governance with no incidents on introduction into Live Service for 50+ projects
- New service design (360 degree) with HMRC Debt Management & Banking Business Unit
- Business enrolment in delivery to achieve full operational utility with all functions
- Web Content Management Documentum – HMRC Intranet & Internet - Analytics, Decisions and Risk Management applications and capabilities (125 stakeholders)
- New/Upgraded infrastructure; including Disaster Recovery, Oracle Database migration to 11g
- Web messaging; SOA Expressway (Integration Gateway)
Project examples:
ADEPT (Real IT Awards – Joint Runner-Up) ~ Service developed and operated by Capgemini for HMRC:
Analytics for DEbtor Profiling and Targeting (ADEPT) HM Revenue & Customs’ new debt analytics system, designed to provide mass customisation of the debt collection interventions for millions of late tax payments each year with a combined value of around £45bn. MS Exchange 2003 > 2010 Migration for all HMRC email accounts.
Digital FarVisionDirector, Digital Focused Change
May. 2011 - Apr. 2017Derby, United KingdomFounder Digital FarVision 2011 to date
Interim delivery management creating value, shaping digital innovation and designing new services.
Feb-Aug 2016 Sabbatical - I supported my wife's sister who had a stem-cell transplant - she is now recovering well :)
Interim business and technical delivery & digital project management at ESG Rail (Dec '14 - Jan 2016)
Performance management, user journeys & experience research, franchise bid support ~ innovation work streams; customer engagement strategy
ESG RailHead of Resources (Interim)
Nov. 2009 - Mar. 2011Derby, United KingdomManagement Team position responsible for new rail projects resource planning. Monthly performance management.
Outsourced IT capabilities, including SaaS.
Sales Force CRM project successfully implemented in less than six weeks from start-up.
IT systems and applications assessments. Market assessments.
DB SchenkerProject Manager (Interim) Network Rail Ballast Fleet, Maintenance & Operations
Apr. 2009 - Nov. 2009Doncaster, United KingdomBrought in to manage a newly won contract for maintenance and full operation of Network Rail's Ballast Fleet to successfully repair and relay UK rail tracks.
Highly customer focused on their key problems, needs and issues to build trust and customer satisfaction.
Managed start-up and total EAC for project.
TUPE staff
Parts logistics outsource
Monthly commercial performance reviews for total contract with Network Rail
Türk Telekom InternationalSenior Project Delivery Manager (Interim)
Jun. 2008 - Oct. 2008Ankara & InstanbulWork Streams:
• Successful delivery of new services and processes; including launch and customer care.
• Developed a cross-functional new service development delivery team
• Advised on market size and market entry strategy options for on-line yellow pages directory
• Delivered a new Directory service database; including web application selection.
• Service branding/identity • Complete operational improvements to legacy services.
• Delivered benchmarking, coaching, training with handover to incumbent staff. Successful delivery achieved the new service launch date required by the Regulator. The Customer Director responsible for the projects gave the following testimonial:
“The consultant was very dedicated, sometimes more dedicated than the company resources. Two years later the service development processes and team remains in place. This has increased the company’s capabilities to effectively deliver new services”.
BT Global ServicesSenior Programme Manager (Interim)
Jan. 2007 - Dec. 2007GlobalTurnaround project - Customer was not receiving the required service they expected.
Solution was successfully scoped communicated, managed and completed in partnership with the customer.
IT Cost of ownership project for Kingfisher Group global network; including technical strategy and purchasing strategy for this major global retailer. EU + China (Shanghai), Hong Kong, Korea.
5 Year strategy and sourcing proposal for IT infrastructure.
Global TeleSystems (Start-up funded by George T. Soros)Director, Service Marketing
Jan. 1999 - Dec. 2001London, Brussels, DusseldorfDefined and implemented the CRM strategy at GTS including E-commerce.
• Merged systems and service operations from 11 acquired European companies
• Successful European roll-out of People Soft CRM applications (£3m+): marketing acquisition; telemarketing, telesales, direct sales force applications; integrated Customer Care call-centres.
o.tel.o FranceDirecteur Général
Jan. 1998 - Sep. 1999Paris, Koln• Formed a new French telecoms subsidiary ~ international services portfolio. (Sold to Mannesmann)
• Fully operational projects responsibility inc. technical, all processes, marketing, new product development - defined, developed and launched new services.
• Management of outsourced customer service operations, security, billing & faults.
9TelecomProject Director C&W Europe responsible for formation of Neuf Telecom, France
Nov. 1995 - Nov. 1997Paris Area, France• Developed strategy and implementation for the “New Co” infrastructure & applications services.
• Enabled successful entry into the French market, with VEBA $140m initial investment to form “Neuf Telecom”. NOTE: Neuf was sold end 2007 for $6bn
• Scoped new organisation, services portfolios, business processes, benchmarks, applications developments and infrastructure introduction.
Mercury Communications, LLCManager, Product & Services Programmes Delivery
Apr. 1991 - Nov. 1995London, United Kingdom• Delivered a company business transformation for new services to speed time to market.
• Responsible for major organisation strategic transformations, BPR, organisational re-designs and implementation programmes ~ customer service improvements; call centre IT Platforms and major customers databases.
Digital Equipment Corporation (USA)Marketing Manager
Aug. 1984 - Apr. 1991Reading, United KingdomGlobal division - managed European engineering bids & developments for Corporate Customers; specification, customer sign-off, BOMs, supply chain, manufacturing, WIP, maintenance and customer relationship management. • Four years Strategic Sales Account Development with BT achieving growth from £6m (yr1) to $100m (yr4). Early career in Pharmaceutical & OTC Medicines Hoechst Outsourced Manufacturing and OTC Medicines - New Products Development Manager
Boehringer Ingelheim & Beecham Pharmaceuticals - Sales, Marketing and New Product Development & launches 70+
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