Experience Delivery Manager

Agile Delivery Manager

Embedded in the Local Digital team for the Department of Levelling Up, Housing and Committees (DLUHC), I owned and delivered on the following projects using Agile methodologies:

• Manage agile course delivery
• Design & delivery of Digital Transformation event for C-suite
• Perform thematic data analysis
• User research & data analysis
• Development of course material for Data Analysis

Key achievements during this tenure include:

⇨Assist with developing programs to introduce Agile and Digital Transformation
⇨Manage team to deliver 100% attendance of courses
⇨Help build out the digital training strategy to be delivered to local councils

Agile Delivery Manager

Help to build out 3 parts of the core business of software delivery projects, consultancy, and managed services.

Play an active role in business development, from assisting/creating proposals to delivering pitches, negotiating delivery, and proactively seeking new opportunities.

Agile Delivery Manager: Managed all software delivery projects and consultancy to ensure profitability and quality of delivery. Also, lead internal projects to improvement in the organization. As Head of Delivery, I also had to track and report on profitability and ensure optimum resource allocation, including forecasting utilization and revenue.

Service Delivery: Help build out the Managed Services aspect of the business by creating groundworks of sales material, commercial agreement, negotiating contracts, ITIL processes, plan to scale, and acting as Incident/Service Delivery Manager.

Key achievements during this tenure include:
⇨ Introduce tools and practices to predict forecasting and cashflow
⇨ Initiate managed services to introduce commercial and delivery practices
⇨ Help establish consultancy practice outside of the company’s primary client

Director

As a Digital Marketing Agency, we focused on the technical side of internet marketing delivery such as website development and hosting, search engine optimization, eCommerce development, email marketing campaigns and creating chatbots.

My role is to ensure successful delivery of projects from inception, through delivery and optimize using data-driven and analytical decision making. Including driving business development and managing client relationships.

With strong Agile background, it allows me to manage a multi-skilled team from creatives to developers ensuring successful delivery.

⇨ Ownership of multiple client engagements that include website development, SEO, PPC, link building, content marketing strategies, and social media presence.
⇨ Develop and manage projects and team members, including delegating tasks, reviewing team member work, adhering closely to deadlines and to budget, developing and revising ideas, and implementing projects

Manager (Mar 2018)

Manager: Transformed the managed service delivery from loss to 80% C/R profit. Owned service improvement plans, monthly P&L, invoicing, strategic initiatives and recruiting.

Play an active role in business development, from creating proposals to delivering pitches and proactively seeking new opportunities.

Technical Delivery Manager: Managed very complex infrastructure migration or build projects end-to-end. The team would consist of infrastructure engineers, DevOps, software developers as well as client-side.

Successfully managed the onboarding of managed service clients to ensure a smooth transition to Service Operation.

Service Delivery: Line managed 15 – 20 multi-disciplinary staff for day-to-day operations, including staff training and development. Manage all activities associated with the ITIL-standard documented processes. Ensure compliance with PCI/DSS procedures along with ISO 27001, ISO 9000.

Key achievements during this tenure include:
⇨ Through strategic improvements, creating a profitable managed service business with 80% C/R
⇨ Enhanced service delivery by introducing continuous improvement, standard documentation and standard reporting

Head of Operations (Mar 2016)

Technical Delivery Manager: Spearheaded IT consultancy team to deliver small to large complex transition projects using Microsoft Azure Cloud technology tailored to customer needs. Managed delivery of projects end-to-end with a team of Azure infrastructure engineers. Grew team and revenue X3

Managed Service: Transitioned department from break-fix BizTalk contracts to fully managed service. Developed business and pricing models from scratch to ensure profitability. Contributed to the creation of service contract schedules while recruiting and building a team that will support the agreed ITIL processes. Grew contracts and revenue X2

Managed a heavily regulated environment (GAMP 5) and complex integration projects in accordance with defined procedures. And ensure compliance with ISO 27001 and ISO 9000 through annual audits.

In addition, leading service delivery function for internal IT and managed services to external clients. Managed various outsource partners to support day-to-day operations for example Azure infrastructure.

Key achievements during this tenure include:
⇨ Reduced cost of consulting by implementing cost-effective measures while delivering quality service, resulting in achieving 60% C/R
⇨ Expanded the Azure infrastructure consulting by 3x staff count
⇨ Expanded managed services business – 3 additional main clients

Senior Consultant (Sept 2011)

Technical Delivery Manager: Managed software delivery projects using Agile methodologies (Scrum & Kanban) such as full-stack government project, BizTalk integration and Azure integration projects with internal staff members and external contractors from product vision to production release.

Planned, co-ordinate and supervised all activities related to design, development, testing and deployment for the engagements.

Azure DevOps (TFS): Facilitated small to large-scale companies with the adoption of DevOps and Application Lifecycle Management. Technically deliver engagements such as upgrades, migrations, enhancements, or diagnosis. Would train project managers, developers, testers, etc. in all aspects of the product including delivering Scrum training.

Active role in the business development of engagement. From proposal to pitching to delivery. Participated in the company’s PR activities such as speaking to events or social media and digital marketing campaigns.

Key achievements during this tenure include:
⇨ Recognised for successfully migrating or upgrading more than two dozen clients.
⇨ Planned and introduced a standard way of delivering DevOps consultancy.
⇨ Standardised the toolset throughout the organisation by executing enhancements and modifications.
⇨ Managed and completed internal projects effectively with amended TFS work items and custom reports.