| Head of Sky Business Technology |
British Sky Broadcasting |
Livingston, Scotland, UK |
May 2010 - Present |
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Responsible for the IT department looking after the commercial customer management systems for a
business unit that manages around 60,000 commercial TV venues and 15,000 WiFi hot-spots, is highly
profitable and provides the UK's largest public entertainment and WiFi network.
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Full accountability for departmental P&L (around £5m p.a.), budgeting, operations, development and
delivery.
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Business systems managed the full gamut of customer lifecycle including billing, customer service,
assurance, equipment management, fulfilment, field services, document management, correspondence,
business intelligence and customer management.
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Successfully delivered the platform by managing a juggernaut of a programme of work and then
operationalising the team and platform over a period of about two years.
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Previous roles as Head of Department for Business Intelligence and Integration for the consumer part of
the business, supporting 10+ million subscribers and 700+ million business transactions per month.
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| Comitter |
Dojo Toolkit |
|
April 2012 - Present |
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An active committer to the Dojo Toolkit open source project as a hobby, which continues to provide a
good technical grounding while paid work is focused on senior IT leadership. It also provides real
world experience in open source governance.
|
| Self Employed |
Asseverate Services Limited |
London, UK |
October 2009 - April 2010 |
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Contracted with BSkyB to provide architecture and consulting services surrounding the voice aspect of
the customer management platform.
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Technical lead to stabilise the 3,500 concurrent user contact centre voice platform after a significant
level of instability. Platform went from being unavailable 3-4 times a week for about 4 hours at a
time to having no significant outages for over thee years.
|
| Practice Solution Architect |
Dimension Data |
London, UK |
December 2006 - September 2009 |
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Provided technical architecture for complex contact centre telecoms integrations and voice self-service
applications.
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Globally recognised thought leader in VoIP contact centre solutions, presenting and consulting in
Europe, North America, South Africa and Australia as a subject matter expert.
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Managed Dimension Data's relationship in the UK with Genesys Telecommunications and worked with Genesys
and Cisco at executive levels to develop a level of interoperability between their VoIP contact centre
solutions.
- Architected an award winning global VoIP contact centre and speech self service platform for BSkyB.
|
| Senior Principal Consultant |
eLoyalty (now Teletech) |
Lake Forest, IL, USA |
January 1998 - October 2006 |
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Started as an entry level consultant and continued to grow and extend expertise in large scale contact
centre solutions across that breadth of solutions including voice call routing, customer management,
computer telephony integration and speech self service.
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Provided expertise globally including clients in Hong Kong, Germany, Republic of Ireland, North Ireland,
France, the United Kingdom and the breadth of the US. Expertise was across sectors including
Telecommunications, Media, Insurance, Financial Services and Healthcare. Notable clients were AIG/AIA,
Allstate Insurance, United Healthcare, Vodafone Ireland, Bally's Total Fitness, Capita BBC, WageWorks
and Axel Springer Verlag.
- Led the relationship between Genesys Telecommunications and eLoyalty.
|
| Technical Analyst |
Ameritech (now SBC) |
Schaumburg, IL, USA |
August 1997 - December 1997 |
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Analysed, designed, built and tested complex customer telephony integration solutions, in both the
business to consumer and business to business areas of Ameritech.
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| Project Manager |
MicroAge Teleservices (now UPS) |
Temple, AZ, USA |
July 1995 - July 1997 |
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Filled a variety of rolls from contact centre agent, to contact centre supervisor, to project manager,
to technical lead and architect for an outsource contact centre operation.
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