IT SYSTEMS projects / DIGITAL TRANSFORMATIONS
I have led digital transformations and technology implementation programs from strategic, operational, and tactical perspectives. In my previous projects, I've taken on various roles such as Business/Technical Architect, Business Analyst, Business process Architect, Project Manager, Functional Consultant and Change Manager. With a technical background, I am experienced in managing development teams and working with solution architects
Dunnhumby
CRM, CPQ, ERP, HCM Digital Transformation Program
2017-2019
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KEY WORDS:
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Program Recovery
Global Rollout
MVP approach
Eloqua
CPQ
Project Portfolio Management
Fusion
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Sector:
Media, B2B
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As Senior Business Analyst/Project Manager, with overall responsibility of remediating and enhancing CX solution to achieve optimised lead to cash process to support business strategy to Optimise, Expand and Scale. The global rollout of this program included solution launch for user community in 21 countries globally.
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Key Responsibilities
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Assessed the Transformation Program state and recommended the approach to remediate the CX (Lead-to- Cash) work stream.
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Produced a remediation program plan for technology implementation and related change management
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Responsible for coordinating a team of developers (Sales, CPQ, Marketing, Integrations)
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Accountable for program budget management
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Led business & technical workshops eliciting solution/business requirements and user stories
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Responsible for stakeholder management and program buy-in
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Performed end-to-end business process analysis, identified problems and proposed improvements
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Advised on options, risks, and impacts on business processes and cultural adoption
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Responsible for producing and managing Solution Design artefacts such as user stories backlog and Solution Functional Design Documents, and for representation of solution to Enterprise Design Authority
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Ensured that implementation of the off-the-shelf technology is fit for purpose for the client
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Minimum viable product (MVP) approach to project scope
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Documented and prioritised localised requirements from different countries (country-specific requirements which fall outside of the MVP global standardised solution)
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Performed Cost-benefit analysis and advised on decisions for configuration vs customisation decisions
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Created test scripts and test bundles (System Integration Testing, User Acceptance Testing, Smoke Testing)
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Responsible for testing and defects triage
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Responsible for leading the UAT with users from different countries
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Coordinated data migration work stream
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Completed data mapping and work with domain SMEs to resolve data issues
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Coordinated end-to-end data testing
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Responsible for producing data models for reporting & analytics implementation work stream
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Coordinated change management activities with wider change champion network
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Occasional travel to New York, Chicago, and Bangkok
Nuvias Group
Merger and Acquisition. CRM/CPQ/Finance
Lead to Cash Digital Transformation Program
2016-2017
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KEY WORDS:
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M&A (post-merger integration)
Process optimisation
CPQ
Fusion
Integrations
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Sector:
IT Value Add Re-seller, B2B
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As Business Analyst, I was responsible to define, develop, and coordinate implementation of standardised lead-to-cash process along with new technology across Nuvias Group companies following their merger of three companies, which had siloed tools and processes.
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Key Responsibilities
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Analysed & documented end-to-end process maps of 3 business units (former separate companies) with objective to standardise and optimise lead-to-cash processes for different products (AS IS processes & TO BE)
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Developed an integration operating model
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Developed technology implementation roadmap
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Responsible for stakeholder management & program buy-in
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Responsible for leading business & technical workshops to elicit solution/business requirements and produced user stories with acceptance criteria
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Ensured that implementation of the off-the-shelf technology is fit for purpose for the client
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Prepared Functional Design Documents and generated buy-in from C-level, end user stakeholders
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Coordinated development team to implement end-to-end technology (Fusion-Sales, CPQ, ERP integrations)
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Created test scripts and test bundles (System Integration Testing, User Acceptance Testing, Smoke Testing)
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Responsible for testing and defects triage Responsible for leading the UAT with users
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Responsible for creating change readiness plan and change communication to the end users
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Responsible for the programme progress reporting to the C-level executives
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Produced cutover plan
The Princes Trust
Digital Transformation Program
2015-2017
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KEY WORDS:
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Service Cloud
Process change
Integrations
Agile sprints
Fit Gap analysis
ERD (Data Model)
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Sector:
Charity, Public Sector, B2C
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Program objective was to optimize business processes, reduce manual effort, and increase efficiency in outreach, charity program delivery, and volunteer management. I defined a solution design to enable the new vision and coordinated implementation sprints, in a hybrid role as Project Manager and Business Analyst.
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Key Responsibilities
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Run pre-sales project stage and prepared the Statement of Work
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Responsible for running sprint Zero phase to define the full scope of work, business priorities & KPIs
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Analysed & produced end-to-end business processes (AS IS & TO BE) for different business areas (outreach, service delivery, customer support, compliance, volunteers).
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Responsible for producing and articulating artefacts from Sprint Zero: Logical Solution Architecture, To Be business processes, solution implementation phasing and approach, Data model proposal, solution evaluation and Fit Gap analysis
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Responsible for planning of the implementation sprints and ongoing day-to-day management.
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Led business & technical workshops to elicit solution/business requirements and user stories.
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Produced Business Requirement Documents (BRD)
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Responsible for producing and managing Solution Design artefacts such as user stories backlog and Functional Design Documents
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Ensured that implementation of the off-the-shelf technology is fit for purpose for the client
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Coordinate alignment with other programme workstreams, such as OPA, BI vendor to design and implement the end-to-end solution, as well as managing work assignment with other BAs.
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Responsible for solution representation at the Board of Trustees and Design Authority
32Red
Service Solution Implementation
2015
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KEY WORDS:
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Service Cloud
Greenfield project
Omni-channels
Chat
Customer Portal
Waterfall implementation
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Sector:
Gambling, B2C
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As Project Manager and Business Analyst, I was responsible for the end-to-end service solution implementation from the pre-sales stage to Go-live.
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Key Responsibilities
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Responsible for coordinating the project scoping an preparing the Statement of Work
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Produced project plan
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Responsible for day-to-day dev team management
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Responsible for stakeholder management
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Run discovery workshops and produced business requirements
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Translated requirements into Functional Design Document and gained the buy-in from C-level & client project team
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Ensured that implementation of the off-the-shelf technology is fit for purpose for the client
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Advised & mentored client to adopt best practices for the new processes (Case management, chat handling, queue management etc.)
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Coordinated end-to-end technology implementation with dev team (Service Cloud with Customer Portal and omni-channels)
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Led testing phase and obtained successful sign-off
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Produced cutover plan and supported client post Go-live
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Quick turnaround project
CAPITA
Service Solution Implementation x 3
2015
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KEY WORDS:
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Service Cloud
Solution blueprint (packaged)
Omni-channels
Chat
Customer Portal
Waterfall implementation
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Sector:
HR Services, B2B
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As hybrid Project Manager and Business Analyst, I was responsible for service solution blueprint implementation for Capita, providing their HR services to various businesses.
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Key Responsibilities
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Prepared Statement of Work
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Responsible for defining solution blueprint to be re-used for different Capita clients
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Produced project plan
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Responsible for day-to-day dev team management
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Responsible for stakeholder management
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Run discovery workshops and produced business requirements
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Produced To Be process maps for different HR services
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Produced Functional Design Document and gained the buy-in from C-level & client project team
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Ensured that implementation of the off-the-shelf technology is fit for purpose for the client
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Coordinated end-to-end technology implementation with dev team (Service Cloud with Customer Portal and omni-channels)
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Led testing phase and obtained successful sign-off
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Produced cutover plan and supported client post Go-live
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Quick turnaround project ( 2-3 months)
Gala Coral & Gala Bingo
Service Solution Implementation
2014
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KEY WORDS:
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Service Cloud
Greenfield project
Omni-channels
Chat
Customer Portal
Waterfall implementation
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Sector:
Gambling, B2C
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As Project Manager and Business Analyst, I was responsible for the end-to-end service solution implementation for the two entities of the same company
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Key Responsibilities
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Responsible for coordinating the project scoping an preparing the Statement of Work
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Produced project plan
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Responsible for day-to-day dev team management
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Responsible for stakeholder management
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Run discovery workshops and produced business requirements
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Translated requirements into Functional Design Document and gained the buy-in from C-level & client project team
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Ensured that implementation of the off-the-shelf technology is fit for purpose for the client
-
Advised & mentored client to adopt best practices for the new processes
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Coordinated end-to-end technology implementation with dev team (Service Cloud with Customer Portal and omni-channels)
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Led testing phase and obtained successful sign-off
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Produced cutover plan and supported client post Go-live
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Quick turnaround project
Global Payments
CRM Solution Implementation
2014
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KEY WORDS:
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Oracle Fusion
Eloqua
Waterfall implementation
Hands-on CRM configuration
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Sector:
Financial Services, B2B
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As hybrid Project Manager/ Business Analyst/Developer, I was responsible for the end-to-end CRM solution implementation from the project inception to Go-live.
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Key Responsibilities​
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Produced project plan
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Responsible for stakeholder management
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Run discovery workshops and produced business requirements
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Translated requirements into Functional Design Document and gained the buy-in from C-level & client project team
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Responsible for Sales Cloud configuration and customisation
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Ensured that implementation of the off-the-shelf technology is fit for purpose for the client
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Produced data migration plan
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Responsible for data mapping and resolving data issues
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Coordinating off-shore team to complete data migration phase
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Responsible for end-to-end data testing
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Led CRM UAT testing phase and obtained successful sign-off
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Produced cutover plan and supported client post Go-live
Aggregate Industries
CRM Solution Implementation
2014
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KEY WORDS:
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Change Requests (post-Go-live)
Oracle Fusion
Eloqua
Project Management
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Sector:
Construction, B2B
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As Project Manager, I was responsible for the CRM solution change requests triage and implementation.
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Key Responsibilities​
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Client communication to triage and advise on change requests
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Produced 'micro' project plans for each change request
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Produce requirements documents
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Responsible for regression testing
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Responsible for stakeholder management
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Change release management
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Off-shore dev team day-to-day management
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Responsible for progress reporting to project sponsor