TridentGLOBALProfessional Services Manager
Jul. 2008 - Aug. 2013Adelaide, AustraliaPromoted to Professional Services Manager at TridentGLOBAL in Adelaide in July 2008, I led and mentored the Services delivery team for over five years. Working closely with the wider management team, I focused on enhancing delivery quality, driving process efficiencies, and supporting strategic company objectives. My team management responsibilities included leading recruitment efforts that successfully scaled the team to support key sales wins. In terms of project management, I directed the successful delivery of over 160 external client projects spanning Australia, Asia, and the US. I spearheaded significant change management initiatives, including performing business analysis to identify process gaps and subsequently implementing new Scope of Work and Change Request procedures, which captured new revenue streams and reduced project risks. To improve communication and SDLC alignment, I introduced daily scrums for development and support teams. Furthermore, I contributed to company strategy by providing crucial services support for major sales campaigns in the APAC region and playing an instrumental role in developing new foundational technology essential for a next-generation product rewrite.