Project and Service Delivery Manager


An Experienced Project Manager with a proven track record of delivering excellent results, on customer business projects. This includes over 20 years IT experience at major global clients, across the financial markets, asset management and investment banking sectors. I am a dedicated, highly motivated, conscientious and proactive problem solver, who thrives on delivering first class customer service for business solutions, within challenging timescales. With excellent organizational ability and a strong determination to exceed expectations, I can work effectively as an individual or as a member of a project team in order to succeed, and add value.

Key Skills
  • Project Management
  • Service Delivery Management
  • CRM
  • Cloud
  • Banking

Work Experience

IT Service Delivery Manager

Deutsche Bank6 months

Responsibilities & achievements - Service Delivery collaboration between project stakeholders and development teams in platform delivery: Managed a platform delivery information project, to provide training and awareness for users on a new application request system. Led implementation of a new online customer satisfaction survey and order update process to reduce negative feedback.

IT Project Manager

MarketPrizm / Colt Technology Services1.5 Years

Responsibilities & achievements - Project manager during a takeover and rebranding by the parent company: Service Assurance and Operational Management of a technical network service desk. Managed an offshore relocation of the technical network service desk to from London to Barcelona. This reduced the high cost of the large existing staff to a smaller dedicated team in a cheaper location. Led a roll-out of new Capital markets customer on-boarding process on the Extranet and MPLS network, for low latency network utilisation reporting tools. Made significant reductions in the cost of software licensing fees, migrating the service desk toolset to ServiceNow (ITSM) and SalesForce (CRM) products. Managed the collation of the entire Marketprizm network inventory, in advance of a transfer to compatible Colt hardware (Juniper & Cisco).

Project Manager - CRM Engagement

Technology Doctors Consulting4 months

Responsibilities & achievements - Deliver measurable improvements in business development: Responsible for understanding the CRM Engagement vision and requirements by working with stakeholders, products owners, vendors and internal customers. Designed and agreed the overall delivery and migration plan to move from the previous CRM to Salesforce. Performed external supplier selection and project set up including structure and contract/commercials Introduced a change management framework to ensure "buy in" and adoption Developed business case to achieve Board approval for resources required to deliver the programme Implemented governance framework to ensure project delivered to time, cost and quality Successfully renegotiated the deal with third party integrators

Engagement Manager / Technical /Trade Support Analyst

Trading Technologies3 Years

Responsibilities & achievements – Engagement management, support of trading software and business: Liaison between stakeholders, support and development teams using the Agile methodology (Scrum) to produce proprietary trading software. Documented, created content and published Knowledge-Centered Support (KCS) articles on the company website to assist customers using our order management software. Created training sessions which improved mean time to resolution, recovery times by 20%.

Major Incident/Problem Manager

NYSE Technologies5 Years

Responsibilities & achievements - Incident management for Severity 1 and 2 outages using ITIL procedures: Successfully led disaster recovery actions for numerous P1 and P2 incidents effecting exchange infrastructure. Managed a technical support/network analysis team and onshore Service desk (1st & 2nd line). Conducted post mortem meetings to capture, and identify root cause analysis and assign tasks to avoid recurrence. Leading member of Change Advisory Board and Weekend/Overnight on-call contact for emergency changes. Saved £8,000 in taxi costs and over 500 man hours by reallocating all offsite server installation tasks, to an existing 3rd party supplier. Made cost reductions of £200,000 by replacing faulty components parts, instead of complete application server hardware.

Senior Trade Support Analyst

Atos Euronext Market Solutions5 Years

Responsibilities & achievements - 1st / 2nd line support of the LIFFE CONNECT trading and back office systems: Incident Manager. Installed and maintained application servers with Solaris UNIX and Redhat Linux Led staff training and allocation of workflow.