As Director of Professional Services, my mandate is to help our product clients succeed with our products.
- Mobilizing teams of Technical developers, Support engineers and Designers to provide Professional Services and Platinum Support.
- Applying a combination of SCRUM, Kanban and Lean methodologies to deliver Platinum Support and Professional Services
- Synergizing the efforts of Product, Engineering, Operations, SMEs.
- Services ranging from onboarding new clients, customizations, integrations, migrations and health checks.
The Products include:
DotNetNuke / Evoq On Demand - A leading .Net based CMS
SLI Systems - Intelligent Product search
MyAlerts - Personalized product alerts
School Loop - LMS and CMS for Schools
BiznessApps - #1 Mobile app builder for SMBs
FogBugz - The best Jira alternative
Sococo - Online workplace for distributed teams
StreetSmart - Mobile Workforce management solution

Joined as an eCommerce Platform Implementation Manager and setup eCommerce Delivery teams comprising specialists in SalesForce Commerce Cloud for one of our esteemed clients, to work on state-of-the-art eCommerce implementations for some of the well known high-street labels.
- Responsible for hiring, training, setting up teams, goals & metrics
- Mobilising a team of Solution Architects, Tech Leads, Senior Developers in Demandware
- Establishing Engagement delivery model, Project management methodologies and delivery processes, standards and tools, Engineering practices like TDD, Continuous Integration and Delivery, Quality framework.
- Working with client in identifying project needs, consulting on solution, delivery model, project team structure and managing the team in delivering projects on time, budget, quality and higher productivity

Professional Services and Technical Account Management for WorkSmart, a time tracking and productivity management tool. Managed key client projects during their evaluation process.
- Pre-Sales, Solution Consulting for new / potential clients.
- Implementation lead - onboarding clients during pilot and steady state.
- Synergize Product, Engg, Support, 3rd parties to deliver customer success.

• Bringing new vision to Digital production, evangelizing and promoting lean and efficient methods to Digital delivery. Providing Digital inspiration to the team, coaching and mentoring team members towards profitable and high quality outcomes for clients.
• Creating strategic solutions architectures, designs to solve client challenges and roadmaps, execution plans for delivery. Servicing well-known NZ brands – ASICS, Chelsea, Competenz, Delegat Wines, Pfizer, Roche, Heartland Bank.
• Managing and delivering high quality outcomes across a multitude of Digital Agency projects – Digital Marketing Campaigns, SEO, Analytics, A/B and multi-variate testing, Marketing Automation, Web design and development, New features and enhancements.
• Liaising between Client Services Directors, Account directors, Creative and Technical teams in planning and forecasting production pipeline, understanding project value to help in prioritizing work for Production team, arranging optimal resourcing to achieve targets
• Understanding and developing staff skillsets, utilizing freelancers and outsourcing partners when required to meet project / client requirements.
• Ensuring projects and jobs are delivered within approved budgets, timelines and meet GP targets.
• Providing reporting and analysis on business metrics, spearheading business process improvements.
• Presenting Digital solutions, proposals and costs, demonstrating working prototypes and final deliverables, training end users.

Managed multiple Digital projects as part of a major Digital Transformation Program of bupa.co.uk, for Bupa’s UK Marketing Unit. Delivered high business value and user experience using Agile / SCRUM methodologies.
• The objective of the program was to create a scalable platform using Sitecore to meet Bupa's digital aspirations, in line with Bupa’s future technology vision. As a seasoned Project Manager in the team, I got to manage the most critical and complex projects within the overall program and also worked with Account Leadership in shaping, solutioning and pricing new projects within the program.
• The program delivered fully Responsive websites, that provide seamless user experience on desktops, mobile phones, tablets and cater brochureware content, world class health information, ability to browse products and service information, ability to buy products, renew memberships
• The business users were provided the ability to manage content, digital assets, run campaigns, create and manage approval workflows, ability to generate emails and PDFs to be sent to customers, process payments, conduct A/B tests, MV tests, track analytics and generate reports.
Key Learning and Achievements
• Establishing and fostering long lasting client relationships across various levels within the Client business organisation
• Planning for and managing Business and Technology Change / Transformation
• Driving continuous process improvements and efficiency throgh reusability
• Facilitated learning and knowledge sharing between different projects by creating the Program Management, Technology and QA forums
• Created a framework for Project delivery reviews to standardize delivery methods and technology alignment across projects within the program
• Rolled out new and improved process for introducing continuous Digital Optimizations to already launched websites/apps
• Handled Financial Operations including SOW governance, Time cards reconciliations, Invoicing, Revenue generation