Lean process improvement from bid to BAU
Senior Professional Services Manager (2011–2020) and Director, PMO & Business Operations, UK & Ireland (2020–2021), Verifone
The challenge
Payment projects for Tier 1–3 clients had to pass through Sales, Pre-Sales, Legal, Finance, Development, delivery and support. Every handover between teams was a point where time, information and client confidence could be lost.
What I did
I applied lean thinking to the whole client lifecycle. As Senior Client Engagement Manager I strengthened bid management, and led requirements gathering, business requirements documents and gap analysis, so projects started on a clear, agreed scope. Leading a multi-role professional services team, I introduced and improved project governance and procedures across high-street retail, hospitality and e-commerce. As Director of PMO & Business Operations and a member of the UK Senior Leadership Team, I brought consultancy, project management, implementation and BAU support for a team of 30+ into a single operating model, and designed a seamless transition from project into BAU support.
The result
Tier 1–3 and pan-European clients kept continuity of service after go-live, long-standing cross-functional pain points were resolved, and projects were delivered to time and cost, including some of the UK's early contactless and electronic-wallet implementations.
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