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Programme Manager
Mark Hearn
,
Woodbridge, United Kingdom
Experience
Other titles
Skills
I'm offering
Extensive experience and industry knowledge providing successful delivery of large and complex projects and programmes for the business sectors of banking, insurance, public sector/government, utilities and large corporations.
A seasoned and versatile programme manager, who is articulate, confident and presentable, bringing gravitas and able to be an influencing at senior c-level stakeholder level through communication and relationship management.
An energetic, highly motivated and enthusiastic manager, with a tenacious attitude for new challenges. Being an enabler, leader and facilitator whilst providing a flexible and adaptable approach for reliable and repeatable delivery.
Providing a business and commercial focused consultancy engaging clients to provide continuous improvement practice through a PMO structure for process, control and governance, utilising the latest technologies.
Keen to mentor and coach teams to increase productivity and enhance personal development.
A seasoned and versatile programme manager, who is articulate, confident and presentable, bringing gravitas and able to be an influencing at senior c-level stakeholder level through communication and relationship management.
An energetic, highly motivated and enthusiastic manager, with a tenacious attitude for new challenges. Being an enabler, leader and facilitator whilst providing a flexible and adaptable approach for reliable and repeatable delivery.
Providing a business and commercial focused consultancy engaging clients to provide continuous improvement practice through a PMO structure for process, control and governance, utilising the latest technologies.
Keen to mentor and coach teams to increase productivity and enhance personal development.
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
German
Good
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2018 - 2019
job
Programme manager - Project management Cisco telephony delivery
The Project Foundry - Project Management Consultancy.
Engagement: November 2018 to July 2019
Revenue: £3.5M
Reports: 7 in team
Project: Global project based from Ireland for a pharmaceutical company on the customer side delivering Cisco PCCE contact centre solution, with Zoom call recording, OB dialler, WebChat, E-mail and CRM integration through Aqueon. Successfully delivering for end date due to de-commission of existing call centre.
Revenue: £3.5M
Reports: 7 in team
Project: Global project based from Ireland for a pharmaceutical company on the customer side delivering Cisco PCCE contact centre solution, with Zoom call recording, OB dialler, WebChat, E-mail and CRM integration through Aqueon. Successfully delivering for end date due to de-commission of existing call centre.
Project Management, CRM, Cisco, Management, Integration, Pharmaceutical, Manager
2017 - 2018
job
Programme manager - Lead UK - Project management telephony delivery
Avaya.
Provider of telephony cloud contact centre solutions and managed services.
Role: Programme manager - Lead UK - Project management telephony delivery
Engagement: September 2017 to April 2018
Revenue: £11.5M
Reports: 20 in team
Project: Global project based out of Dubai, owning digital transformation across 13 UK sites delivering a cloud contact centre solution, including WFO, QM, ACR, CMS and PCI.
Delivering plan to demanding timelines to provide additional revenue for quarter.
Role: Programme manager - Lead UK - Project management telephony delivery
Engagement: September 2017 to April 2018
Revenue: £11.5M
Reports: 20 in team
Project: Global project based out of Dubai, owning digital transformation across 13 UK sites delivering a cloud contact centre solution, including WFO, QM, ACR, CMS and PCI.
Delivering plan to demanding timelines to provide additional revenue for quarter.
Project Management, CMS, Digital transformation, Cloud, Management, Transformation, Manager
2016 - 2017
job
Programme manager - Head of project delivery for Towergate a large insurance provider
Cloud contact centre and PCI solutions.
Role: Programme manager - Head of project delivery for Towergate a large insurance provider
Engagement: October 2016 to August 2017
Revenue: £2.5M
Reports: 11 in team
Project: Digital transformation across 9 sites to a cloud based contact solution integrating with SfB as the back-office solution and PCI.
Reporting into the head of departments and CIO, CTO and CEO level.
Developing a new PCI solution through SfB and the contact solution soft phone application for agents to take card payments for customers for DataCash, WorldPay, SagePay and Monex/UPG.
Integrating to the clients MS Dynamics CRM solution for marketing and customer database.
Porting 14,000 numbers across to the West SIP enabled managed services platform.
Engagement: October 2016 to August 2017
Revenue: £2.5M
Reports: 11 in team
Project: Digital transformation across 9 sites to a cloud based contact solution integrating with SfB as the back-office solution and PCI.
Reporting into the head of departments and CIO, CTO and CEO level.
Developing a new PCI solution through SfB and the contact solution soft phone application for agents to take card payments for customers for DataCash, WorldPay, SagePay and Monex/UPG.
Integrating to the clients MS Dynamics CRM solution for marketing and customer database.
Porting 14,000 numbers across to the West SIP enabled managed services platform.
Marketing, CRM, Digital transformation, Database, Cloud, Transformation, Cto, Ceo, Office, Insurance, CIO, Dynamics CRM, SIP, Manager
2016 - 2016
job
Programme director - Head of project delivery for major outsourcing vendor
i-Net - Provider of cloud contact centre solutions and multimedia applications.
Role: Programme director - Head of project delivery for major outsourcing vendor.
Engagement: June 2016 to October 2016
Revenue: £1M
Reports: 6 in team
Project: Project to deliver a digital transformation cloud based Vocalcom Hermes application for Parseq who outsource contact centre functionality for BT and the BMA. Reporting into the head of departments and CEO level.
The cloud solution offering cutting edge media solutions for customers and integrating to clients back office and MS CRM solution. Providing PCI solution for 3 PAS systems.
Employer: Capita - Provider of complete business management and support solutions for technology and services
Engagement: June 2016 to October 2016
Revenue: £1M
Reports: 6 in team
Project: Project to deliver a digital transformation cloud based Vocalcom Hermes application for Parseq who outsource contact centre functionality for BT and the BMA. Reporting into the head of departments and CEO level.
The cloud solution offering cutting edge media solutions for customers and integrating to clients back office and MS CRM solution. Providing PCI solution for 3 PAS systems.
Employer: Capita - Provider of complete business management and support solutions for technology and services
CRM, Digital transformation, Cloud, Business Management, Management, Technology, Outsourcing, Transformation, Support, Ceo, Office
2016 - 2016
job
Programme operations manager - Head of project delivery for "CCT" company within Capita
CCT.
Revenue: £150M
Reports: 8 Project and Programme Managers
Project: Business change to streamline and reduce costs.
Delivering digital transformation cloud based telephony solutions through Avaya and Cisco to provide a platform to resell the solution to large government and external customers.
Head of delivery, reporting to the board, supporting a new management structure to create and manage a new PMO, provide through governance, control and process a methodology the project teams could deliver successfully to. Turnaround in-flight projects and align as a cohesive portfolio with a repeatable model for delivery.
The improvements made resulted in increasing performance fewer escalations and service improvements for clients, thus reducing penalty credits through failed SLA's.
Reports: 8 Project and Programme Managers
Project: Business change to streamline and reduce costs.
Delivering digital transformation cloud based telephony solutions through Avaya and Cisco to provide a platform to resell the solution to large government and external customers.
Head of delivery, reporting to the board, supporting a new management structure to create and manage a new PMO, provide through governance, control and process a methodology the project teams could deliver successfully to. Turnaround in-flight projects and align as a cohesive portfolio with a repeatable model for delivery.
The improvements made resulted in increasing performance fewer escalations and service improvements for clients, thus reducing penalty credits through failed SLA's.
Operations, Digital transformation, Cisco, Cloud, PMO, Management, Operations manager, Service, Turnaround, Transformation, Manager
2015 - 2016
job
Programme manager - Lead of internal IT
Team Consulting - Consultancy for medical design and innovation.
Engagement: August 2015 to January 2016
Projects: O365, SfB, CRM, DRaaS, Sage, HR systems
Revenue: £2.8M
Reports: 3 people
Project: Through rapid expansion, with significant business structure change the live projects had no governance or structure.
Engaged to provide a turnaround strategy and digital transformation for moving the platform into the cloud.
Providing a successful delivery approach with a repeatable process for the IT team.
Reporting into the head of departments and CTO and CEO level.
Delivering MS based products to improve performance and reduce overhead of on premise infrastructure.
Providing MS CRM dynamics for the marketing team with MS Sharepoint as a repository.
The new governance and process providing a repeatable and quicker delivery model.
Projects: O365, SfB, CRM, DRaaS, Sage, HR systems
Revenue: £2.8M
Reports: 3 people
Project: Through rapid expansion, with significant business structure change the live projects had no governance or structure.
Engaged to provide a turnaround strategy and digital transformation for moving the platform into the cloud.
Providing a successful delivery approach with a repeatable process for the IT team.
Reporting into the head of departments and CTO and CEO level.
Delivering MS based products to improve performance and reduce overhead of on premise infrastructure.
Providing MS CRM dynamics for the marketing team with MS Sharepoint as a repository.
The new governance and process providing a repeatable and quicker delivery model.
Marketing, CRM, Digital transformation, SharePoint, Cloud, It, Turnaround, Transformation, Cto, Infrastructure, Ceo, Manager
2015 - 2015
job
Programme manager
ProtoCall One - Cloud contact centre solution provider.
Projects: UKAR account and Yell / HIBU
Revenue: £5M
Reports: 10 people
Project: Responsible to implement the digital transformation utilising Genesys telephony contact centre system for the government bank set up for Bradford and Bingley and RBS (UKAR). Reporting to the senior management to provide enhanced functionality and future proofing the banking business.
The solution included Verint voice recording and strict security and compliance design policies.
Responsible to ensure offshore vendors adhered to compliance and providing support.
Revenue: £5M
Reports: 10 people
Project: Responsible to implement the digital transformation utilising Genesys telephony contact centre system for the government bank set up for Bradford and Bingley and RBS (UKAR). Reporting to the senior management to provide enhanced functionality and future proofing the banking business.
The solution included Verint voice recording and strict security and compliance design policies.
Responsible to ensure offshore vendors adhered to compliance and providing support.
Design, Digital transformation, Management, Compliance, Security, Banking, Offshore, Transformation, Support, Manager, UP
2014 - 2015
job
Portfolio programme director
Vodafone - Global telecommunications services provider.
Project: Centrica
Revenue: £250M
Reports: 30+ people internal and 40 external
Responsible for leading a large team of programme and project managers for the Centrica account. Dealing with c-level stakeholders as a point of escalation and business relationship champion.
Manage and expand the PMO to enforce governance, enabling performance improvements to meet KPI's.
Line management and leadership motivating teams creating continuous improvements work streams to turn around poor process and methodology, in particular change process.
Project: The Centrica account was to deliver a new digital solution for a 22,000 seat Cisco platform with Verint recording solution at two new secure data centres.
Enabling cloud based solution Vone-c technology, for video, eCommerce and Media.
Reporting into the head of departments and CTO and CEO level.
Portfolio of projects delivered hosted centralised Wi-Fi, Centralised Video and Conferencing and BAU deliveries were varied and included WAN and LAN solutions, MPLS, router upgrades and Software.
Revenue: £250M
Reports: 30+ people internal and 40 external
Responsible for leading a large team of programme and project managers for the Centrica account. Dealing with c-level stakeholders as a point of escalation and business relationship champion.
Manage and expand the PMO to enforce governance, enabling performance improvements to meet KPI's.
Line management and leadership motivating teams creating continuous improvements work streams to turn around poor process and methodology, in particular change process.
Project: The Centrica account was to deliver a new digital solution for a 22,000 seat Cisco platform with Verint recording solution at two new secure data centres.
Enabling cloud based solution Vone-c technology, for video, eCommerce and Media.
Reporting into the head of departments and CTO and CEO level.
Portfolio of projects delivered hosted centralised Wi-Fi, Centralised Video and Conferencing and BAU deliveries were varied and included WAN and LAN solutions, MPLS, router upgrades and Software.
Ecommerce, Video, Cisco, Cloud, C, PMO, Leadership, Management, Technology, Router, Cto, KPI, Ceo, Software, WAN
2010 - 2011
job
Senior global programme director
T-Systems.
Leading a new initiative from Deutsche Telekom to create and establish an international footprint over the key business sectors of energy, medical, media finance and the car industry.
Project: EE (T-Mobile / Orange Mobile merge) Revenue: £850M Reports: 50+
Manage the transition to ensure the success of TUPE staff being on-boarded with tools and processes. Plan a strategic approach to transformation to quickly provide a cost effective model for a new UK MPLS network, 18K voice ports, 27K LAN ports, RAS and Internet.
Project: EE (T-Mobile / Orange Mobile merge) Revenue: £850M Reports: 50+
Manage the transition to ensure the success of TUPE staff being on-boarded with tools and processes. Plan a strategic approach to transformation to quickly provide a cost effective model for a new UK MPLS network, 18K voice ports, 27K LAN ports, RAS and Internet.
Finance, Network, Transformation, Internet, International, Telecoms, Energy, Energy, Processes
2010 - 2010
job
Head of IT global deployment Engagement
HSBC Role.
Deliver and develop a cash application for the GLE (Global Liquidity Engine) group, deploying cash pooling and cash concentration. Stakeholder management into the bank business functional group to provide reporting and project assurance, for the risk, regulatory bodies. Manage PMO to provide best practise and governance to provide delivery process and control.
Project: Global liquidity deployment Revenue: £15M Reports: 36+ people
Leading successful deployment of the GLE application globally for 50 countries across the globe, EMEA, CALA, NAR and APAC, ensuring bank policy and methodology was applied.
Project: Global liquidity deployment Revenue: £15M Reports: 36+ people
Leading successful deployment of the GLE application globally for 50 countries across the globe, EMEA, CALA, NAR and APAC, ensuring bank policy and methodology was applied.
Deployment, Stakeholder Management, PMO, Management, It, Regulatory
2008 - 2010
job
Global project director
Datapoint - Telephony provider Role.
Providing global deployment experience, governance and project process with standard repeatable methodology to enhance the company delivery approach and bring down costs, thus raising profitability.
Project: McAFee Revenue: £5M Reports: 10+ people
Implementing a large and complex call centre voice and unified communications solution across NAR and EMEA, resolving significant security constraints on design.
Project: McAFee Revenue: £5M Reports: 10+ people
Implementing a large and complex call centre voice and unified communications solution across NAR and EMEA, resolving significant security constraints on design.
Design, Deployment, Security
1998 - 2000
job
system and trader systems
Siemens.
1997 - 1998
job
Service delivery Manager supporting trading floor systems to large global banks
Etrali.
Service, Service Delivery Manager, Manager, Service Delivery
1983 - 1993
job
Technical Officer (SFIO)
British Telecom.
Responsible for maintenance and installation departments leading teams of 40 people to deliver services.
My education
1985
-
1987
Colchester TEC Institute
Hndhncorequivalent, BTEC Electronic Engineering
Hndhncorequivalent, BTEC Electronic Engineering
1983
-
1985
Colchester TEC Institute
BTEC, Electronic Engineering
BTEC, Electronic Engineering
Samuel Ward Upper School
HighSchoolOrEquivalent, Project Management Foundation and Practitioner
HighSchoolOrEquivalent, Project Management Foundation and Practitioner
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