Director

• Engaged to improve service request delivery originating from internal and 3rd party customers, and improve the Container as a Service (CaaS) offering
• Provided agile coaching for 6 infrastructure teams (CaaS, API Gateway and Developer Portal) with 30+ DevOps engineers, 4 Scrum Masters, 5 architects, 3 Technical Product Owners and a Service Lifecycle Manager

Key Outcomes:

• Dramatically improved their Container as a Service (CaaS) offering by reducing the average service request resolution time from 135 days to 36 days (a 73% reduction) within 3 months, increasing tenant satisfaction and operational efficiency
• Developed and successfully introduced a bespoke framework to re-allocate resource and service costs to drive budgeting
• Implemented new data-driven dashboards to improve transparency, fostered agile ways of working (Kanban, Scrum) that streamlined workflows and boosted efficiency
• Developed governance and service overview dashboards to provide KPIs for the team and managers to focus on and insights for customers to make operations more transparent
• To improve customer experience, developed an escalation feature using JIRA automation, MS Power Automate and MS Forms. This standardized the process, ensured all escalations were logged and generated automatic notifications improving response time

• Engaged to lead two globally distributed backend data development teams building microservice architecture IoT solutions to collect, process and enrich vehicle data and APIs to make it available for car owners and to generate highly relevant sales leads
• Managed and prioritized the product backlog
• Planned and ran high-level requirement workshops and documented solution architecture
• Facilitated requirement refinement, estimation, sprint planning and retrospective sessions
• Analysed various interface specifications
• Liaised with a large number of stakeholders and vendors within and outside of Toyota group

Key Outcomes:

• Delivered a greenfield solution for collecting and processing vehicle telemetry data, whilst managing the entire device lifecycle and complying with privacy regulations
• Delivered a greenfield data pipeline for processing vehicle telemetry data, integrating various internal systems to enhance data and comply with GDPR
• Created APIs to generate highly relevant sales leads and make them available for Toyota dealerships
• Introduced team morale-boosting and stakeholder trust-building video demos
• Coached the team in Scrum and helped resolve roadblocks
• Iteratively improved processes and working practices to deliver faster
• Created project health reporting and forecasting

An all-encompassing role as part of the leadership team for the web development squads (30+ developers) delivering a major re-platforming programme, transitioning the previous monolith system into microservices architecture

• PCI compliance re-certification and increased application security
• Re-platformed web booking flow for trainline to enable serving UK and International offers from 220 rail and coach carriers on a Single Global Platform
• Facilitated requirement refinement, estimation, sprint planning and retrospective sessions
• Created a bespoke release burndown chart to support resourcing, scope decisions and communicate on progress
• Liaised daily with backend teams to make sure their backlog priorities supported achieving frontend milestones without disrupting dependencies
• Carried out extensive 'as is' analysis on the legacy UK and EU websites
• Writing and quality assuring epics and user stories using BDD approach
• Prepared, managed and prioritized the product backlog
• Problem-solving throughout discovery sessions, workshops and 3 amigo sessions
• Setup custom JIRA workflows, fields, boards, migrated projects, JIRA training for the team
• Spoke at the internal tech summit about successful requirement analysis approach

• Responsible for managing the software development lifecycle of all sales support systems, including insurance quotation systems, mortgage application and repayments calculation APIs, insurance agent self-service web platform, insurance and pension customer support and self-service web systems
• Represented the engineering department at external meetings with business partners (banks, brokers, software vendors, subsidiaries)
• Led 12 software developers and 3 BAs supporting insurance sales systems
• Third-party software vendor management
• Third-party software procurement decision support
• Led and mentored BAs, defined, quality assured and prioritized functional specifications
• Created system architecture diagrams
• Trained internal and external sales teams

Achievements:

• Ideation and delivery of a self-service reporting system to support insurance product development and sales evaluation, which reduced ad-hoc reporting requests and provided instant access to data, saving time for various business units
• Simplified a complex insurance agent self-service platform through a strategic review and removal of unused features, that resulted in 70% less technical debt, reduced maintenance burden, and freed up development resources for new features
• Introduced the replacement of the long-term leading property insurance
• Introduced several new mortgage products (implementing application process, repayment calculation, internal and external interfaces, mortgage-related survey questionnaire and other legal and regulatory documents and reporting)
• Introduced over 35 new insurance products (implementing their quotation, premium calculation, internal and external interfaces, insurance policy related survey questionnaire and other legal and regulatory documents, reporting), including car (liability, comprehensive), motorcycle, property, contents, life, critical illness, health, casualty, pet and business asset insurances
• 250+ new software version deployments, 1000+ business requirements delivered
• Measured and delivered significant (4x) performance improvements for the sales system API, reducing average response time by 75%