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Experienced Service Management & Order Management specialist
Craig Ritchie
,
Havant, United Kingdom
Experience
Other titles
Skills
I'm offering
A supply chain and IBM OMS specialist with experience across the project and service lifecycles. Experienced in design, analysis and problem solving in the eCommerce space. Championing a pioneering, outcomes-led approach inside IT and forming a fresh relationship with the business based on trust is just as critical as the tooling, processes, and talent to ensure best product offering. Always keen to engage with customer, supplier, and peer alike to apply influence and co-create value whilst training the user community to use the product offering to optimum effect.
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2016 - 2020
job
OMNICHANNEL PRODUCT/SERVICE MANAGER
IBM OMS, WCS & CCC.
HARRODS, LONDON W14
Product/service owner and Subject Matter Expert for eCommerce, order management and call centre application set (IBM OMS, WCS & CCC), accountable to the business to ensure continued capture and fulfilment of orders, and overseeing and supporting year-on-year growth of c.30% digital sales volume. Prioritised tickets to achieve business outcomes and managed escalated incidents, including major incidents where required. Through acting as a conduit between the technical resources and key stakeholders (such as Head of Customer Delivery, Head of Distribution Development & Control and Head of Customer Operations) and by ensuring ITIL framework and a culture of continuous improvement was adopted and adhered to by the team, achieved 85% ticket reduction from peak over 18 months. Drove solution design process as Product and Service owner to make sure new functions added to agile product roadmap and introduced effectively and without impact to live operations. Acted as reviewer for release and change management and then presenter at next level CAB and RAB fora. Conducted service level management weekly/monthly reviews with external vendors/service providers.
Product/service owner and Subject Matter Expert for eCommerce, order management and call centre application set (IBM OMS, WCS & CCC), accountable to the business to ensure continued capture and fulfilment of orders, and overseeing and supporting year-on-year growth of c.30% digital sales volume. Prioritised tickets to achieve business outcomes and managed escalated incidents, including major incidents where required. Through acting as a conduit between the technical resources and key stakeholders (such as Head of Customer Delivery, Head of Distribution Development & Control and Head of Customer Operations) and by ensuring ITIL framework and a culture of continuous improvement was adopted and adhered to by the team, achieved 85% ticket reduction from peak over 18 months. Drove solution design process as Product and Service owner to make sure new functions added to agile product roadmap and introduced effectively and without impact to live operations. Acted as reviewer for release and change management and then presenter at next level CAB and RAB fora. Conducted service level management weekly/monthly reviews with external vendors/service providers.
Sales, Manager, Framework, Service Manager, Development, Omnichannel, Design process, Growth, Service, Design, Management, C, Continuous improvement, Agile, ITIL, Operations, Ecommerce, Change management
2015 - 2016
freelance
SENIOR OMNI-CHANNEL BUSINESS CONSULTANT
IKEA, HELSINGBORG.
Analysed client business processes and capabilities; advised in best practices across fulfilment space and in leveraging value of the omnichannel fulfilment and logistics solution. Engaged with Solution Owner Sales Order Management and Enterprise Architect Customer Fulfilment to understand business priorities and shape product roadmap for future OMS feature utilisation. Produced and presented proof of concept work of the team. Worked on epics and stories as part of Scaled Agile Framework (SAFE) to shape future demand pipeline for delivery teams.
Agile, Management, Sales, Safe, Omnichannel, Feature, Enterprise, Framework, Processes
2010 - 2016
job
ECOMMERCE APPLICATIONS ANALYST
SAINSBURY'S ONLINE.
LONDON WC2B
Supported and developed eCommerce & offerings, including the rollout of GM Click & Collect.
Supported and developed eCommerce & offerings, including the rollout of GM Click & Collect.
Ecommerce, Analyst
2015 - 2015
freelance
SUPPLY CHAIN MANAGING CONSULTANT
unknown.
JOHN LEWIS, LONDON SW1
Led outsourcing process for OMS environment and deployment managed services to CTS. Built, led, trained, and mentored new OMS support team. Defined business processes, established working practices, and agreed service levels by engaging with key stakeholders such as Omni-Channel Customer Ordering (OCCO) Delivery Manager and the Payment, Loyalty & CRM Programme Manager, leading to delivery of related service artefacts. Advised on best practices for supply chain and the product offering.
Led outsourcing process for OMS environment and deployment managed services to CTS. Built, led, trained, and mentored new OMS support team. Defined business processes, established working practices, and agreed service levels by engaging with key stakeholders such as Omni-Channel Customer Ordering (OCCO) Delivery Manager and the Payment, Loyalty & CRM Programme Manager, leading to delivery of related service artefacts. Advised on best practices for supply chain and the product offering.
CRM, Deployment, Service, Outsourcing, Support, Processes, LED, Manager
2014 - 2015
freelance
OMNICHANNEL CONSULTANT & INSTRUCTOR
PROXIMA SOLUTIONS.
Conducted OMS training in UK and abroad for Arrow, Tesco and Youxgroup. Advised Tesco's Head of Online Technology on best practice and future product roadmap for their IBM Sterling OMS solution set.
Training, Technology, Omnichannel, Online
2011 - 2014
job
SUPPLY CHAIN & TRAINING SOLUTIONS DIRECTOR, LIGHTWELL UK, FAREHAM
Sterling OMS.
Technical bid support and consulting for eCommerce (Sterling OMS) and banking (IBM Connect:Direct) products including at Argos and Bank of America. Presented OMS training in UK and internationally.
Ecommerce, Training, Consulting, Banking, Support
2010 - 2011
freelance
SUPPLY CHAIN SOLUTIONS CONSULTANT, CSC, ALDERSHOT
unknown.
Designed and developed new processes including a loading framework to speed client onboarding.
Mentored new team members. Advised on best practice for use of IBM Sterling OMS product offering.
Mentored new team members. Advised on best practice for use of IBM Sterling OMS product offering.
Onboarding, Framework, Processes
1998 - 2009
job
OMS APPLICATIONS TEAM LEAD, CSC, ALDERSHOT
SEPETEMBER.
Joined through graduate scheme and consulted at various client sites across UK, Europe & USA, the final 3 years working in supply chain, Java and Sterling OMS, becoming Applications Team Lead, managing team capacity vis-à-vis the demand roadmap and representing the team to the Programme Manager.
Java, USA, Manager
My education
2012
-
2013
OCR
NVQ LEVEL 5, MANAGEMENT AND LEADERSHIP
NVQ LEVEL 5, MANAGEMENT AND LEADERSHIP
2003
-
2011
THE OPEN UNIVERSITY
BSc, COMPUTING & SCIENCE
BSc, COMPUTING & SCIENCE
1993
-
1997
KEELE UNIVERSITY
BA (Hons), ECONOMICS & INTERNATIONAL POLITICS
BA (Hons), ECONOMICS & INTERNATIONAL POLITICS
1991
-
1992
IW COLLEGE OF ARTS AND TECHNOLOGY
A-level, Govt & Politics
A-level, Govt & Politics
1986
-
1992
MEDINA HIGH SCHOOL
A-levels & GCSEs, See below
A-levels & GCSEs, See below
GCSE: Mathematics, English x2, Integrated Science, Geography, French, Computing, IT & CDT
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