Functional Skills
Business Analysis
Business Operations
Business Development
Change Management / Org Design
Customer Experience
Customer Relationship Management
Customer Segmentation
Program Management
Project Management
Strategic Planning
Training and Coaching
Post-Merger Integration
Agile Software Development
Operational Efficiency
Revenue Growth
Software Skills
Microsoft Excel
Jira
Intercom
Smartsheet
PowerBI
Freshdesk
Salesforce
Wrike
Zendesk
Dynamics 365
Zoom
Tableau
SQL
Certifications
CSMCertified Scrum Master
Sector Experience
Business Services
Healthcare
Retail
Technology
Countries Worked In
AU FR DE IE NL ZA SE GB USCase Study
Case Studies
Scaling a Global Professional Services Team
Technology
Training and Coaching
Project Management
Process Improvements
Using AI to Streamline Implementation and Onboarding
Technology
AI Strategy
Change Management / Org Design
Service Innovation
Notable Clients
Amazon
BBC
CVS Health
Pfizer
Toyota Motors
Experience
Lifelenz – Workforce Management SaaS
Start-Up
Director, Client Delivery
6/2024 - 7/2025
• Lead a global Client Delivery Team—including consultants, integration engineers, and support—to drive operational efficiency and customer success through seamless deployments and proactive engagement.
• Oversaw multi-region enterprise deployments for McDonald's, Burger King, and Chick-fil-A, aligning global delivery teams to ensure consistent execution and rapid adoption.
• Direct the enterprise software rollout to 1,800+ locations to date, achieving a 95% adoption rate through structured change management.
• Implement scalable engagement frameworks aligned with business goals to drive retention and revenue growth.
• Oversaw multi-region enterprise deployments for McDonald's, Burger King, and Chick-fil-A, aligning global delivery teams to ensure consistent execution and rapid adoption.
• Direct the enterprise software rollout to 1,800+ locations to date, achieving a 95% adoption rate through structured change management.
• Implement scalable engagement frameworks aligned with business goals to drive retention and revenue growth.
Firstup – AI-driven Employee Communications Platform
Media & Communications
Program Director
8/2019 - 6/2024
• Led enterprise deployments for 400+ customers, ensuring seamless adoption and long-term success.
• Directed migration of 700+ customers to a new platform, cutting implementation time by 30%.
• Scaled PS operations as company grew from $50M to $100M ARR.
• Led post-merger integration following acquisition, aligning engineering, product, and delivery teams under a unified operating model, and driving executive communication around KPIs and risk.
• Increased retention by 22% and team utilization by 30% via training and process optimizations.
• Directed migration of 700+ customers to a new platform, cutting implementation time by 30%.
• Scaled PS operations as company grew from $50M to $100M ARR.
• Led post-merger integration following acquisition, aligning engineering, product, and delivery teams under a unified operating model, and driving executive communication around KPIs and risk.
• Increased retention by 22% and team utilization by 30% via training and process optimizations.
Workforce Software – Workforce Management SaaS
Information Technology
Professional Services Manager
5/2016 - 8/2019
• Led delivery and services engagements for enterprise clients across workforce management deployments, aligning PS, product, and customer success teams.
• Directed Agile transformation of the services team, implementing Jira and redefining delivery processes to improve velocity, transparency, and stakeholder alignment.
• Created and deployed a dynamic services calculator and standardized SOW toolkit, reducing RFP response time by 40% and cutting quoting errors by 30%.
• Mentored and scaled a high-performing services team, contributing to 15% YoY services revenue growth through improved consultative delivery and team utilization.
• Directed Agile transformation of the services team, implementing Jira and redefining delivery processes to improve velocity, transparency, and stakeholder alignment.
• Created and deployed a dynamic services calculator and standardized SOW toolkit, reducing RFP response time by 40% and cutting quoting errors by 30%.
• Mentored and scaled a high-performing services team, contributing to 15% YoY services revenue growth through improved consultative delivery and team utilization.
Workplace Systems Ltd
Corporate Strategy & Development
Implementation Manager
1/2011 - 5/2016
• Led a team of 10 with improved forecasting and performance, increasing efficiency by 25%.
• Drove Agile transformation that reduced underutilization by 25%.
• Led CRM system implementation, reducing sales and billing cycle time by 20%.
• Drove Agile transformation that reduced underutilization by 25%.
• Led CRM system implementation, reducing sales and billing cycle time by 20%.
FWBS Ltd
Information Technology
Various - Customer support, Consultant, Lead Consultant
1/2001 - 7/2009
Progressed from Support to Lead Consultant at FWBS, the original developers of Matter Centre (now Elite 3E MatterSphere). Delivered legal case and office management solutions for law firms, leading end-to-end implementations and client training. Contributed to the product’s success and acquisition by Thomson Reuters.