Michael Dolan

Experience

• 

  O2 (Telefónica UK)

  Jan 2008 - Nov 2013

  Managing a team of between 8 – 15 advisors, ensuring customers receive a consistently excellent service by carrying out call observations and coaching with advisors. Managing advisor’s rotas, attendance, and behaviour. Being a representative for customer service at departmental meetings, communicating changes and feedback between departments. Recruiting new customer service advisors through conducting competency based interviews. Accountable for ensuring advisors meet and exceed revenue generation targets by up-selling products and services. Vis mindre Writing technical diagnosis and customer experience processes for new products and services launched into the business. Working with the Take to Market, Knowledge Base and Learning/Development departments to co-ordinate and plan training to ensure all customer facing teams are fully trained and equipped to resolve queries from the launch of marketing campaigns. Point of escalation during the “early life” period from customer facing departments. Engaging with senior stakeholders and managing their requests to ensure all projects are executed in line with the business case. Researching the telecommunications market to forecast future trends or customer needs. Reporting on findings to show how CAPEX can be effectively spent. Vis mindre

  • Seconded Team Manager

    Mar 2011 - Nov 2013

  • Process Analyst

    Jan 2012 - Apr 2013

  • Customer Service Advisor

    Jan 2008 - Mar 2011
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  Icsbusinessbox

  Dec 2013 - Aug 2015

  Project Analyst

  Managing a team of 7 offshore staff responsible for supporting the business with administration and client reporting commitments. Detailing business requirements and functional specifications for enhancements to the icsbusinessbox product. Participating in UAT testing and providing feedback towards Go/No Go decisions. Reporting bugs and suggesting route causes to the technology team. Suggesting cosmetic enhancements to the GUI. Training new staff on icsbusinessbox systems and client BoWs. Writing user guides/FAQs/help pages for customers. Vis mindre

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  Deutsche Bank

  Dec 2013 - Sept 2015

  PMO Analyst

  Providing programme planning support within the embedded PMO for one of the largest IT change projects in financial services. Tracking project plans and risks/issues using Microsoft Project and icsbusinessbox tools. Exploiting the benefits of the icsbusinessbox planning tools to increase the visibility and traceability of milestones, risks, and issues throughout the programme. Capturing Minutes and Actions and chasing down stakeholders related to these to ensure audit compliance. Providing executive assistant responsibilities on behalf of the global programme director. Ensuring a consistent planning approach and stakeholder engagement across the programme. Responsible for the maintenance and integrity of management products presented in operating and steering committees. Vis mindre

• 

  Integrated Cloud

  Aug 2015 - Jan 2022

  Head of Product Configuration

  As Head of Product Configuration, I was the principal user of a propriety low-code platform used to build the commercial SaaS product CloudCube: an integrated multi-module application which included project management, operations, CRM, and HR functions. This role included gathering requirements based on customer feedback and market research and working with development teams to articulate my requirements as a user of the low-code tool to build best in class SaaS features. In addition, I was an integral part of the sales, onboarding, and client services teams by demoing the product and being responsible for incident management.As Integrated Cloud was a small business, I also accepted multiple other responsibilities including supplier management, IT support, KPI reporting to the management team and composed thought leadership articles and whitepapers.This role was performed in addition to any billable client work. Vis mindre

• 

  Lloyds Banking Group

  Aug 2016 - Feb 2018

  PMO

  Initially involved in the vendor selection and negotiation of a contract to transform the application and infrastructure estate to Cloud Technology. The role involved defining a work breakdown structure at a granular level that reflected the contract schedules with every key clause tracked by a measurable milestone. Following vendor selection, the role moved towards tracking vendor delivery against the contract. This included implementation of processes to manage risks across both the vendor and customer’s risk registers and tracking completion of contractual deliverables, dependencies, and obligations.Also responsible for the end-to-end co-ordination and running of key governance committees up to SteerCo level. This required impeccable attention to detail in the meeting minutes and content creation due to the level of scrutiny surrounding the project. Vis mindre

• 

  Thomson Reuters

  Feb 2018 - Aug 2018

  Senior Consultant

  The role involved helping to develop and implement the Group CIO Office’s change strategy including a large-scale separation programme. This included liaising with the IT platform teams to document all the work required and constructing repeatable project plans based on a template to execute the work.

• 

  Cisco

  Mar 2019 - Aug 2021

  Senior Consultant

  Part of the Group CIO Data Office, the role involved leading a team of analysts and working across multiple initiatives simultaneously:• Facilitated a process for gathering and reporting on the combined Run and Change Portfolios valued in excess of $1 Billion.• Utilised propriety low-code technology to build a project management reporting application for over 100 users including the data model.• Designed the work breakdown structure for 15 interconnected change programmes and worked with project managers to implement an empirical, fact-based governance approach desired by the Group CIO Vis mindre

• 

  Smarter Grid Solutions

  Jan 2022 - now

  Project Manager

  • Working for the Head of Delivery and Operations to deliver client projects on time and to program• Creation of project plans and management of project teams to deliver to plan• Taking responsibility for resource and financial control of projects, and reporting on project status• Assistance in contracting new projects with clients including, where necessary, negotiation of commercial terms• Quality assurance role ensuring that project deliverables are to standard before issue or delivery• Liaison with clients and working directly with them to resolve particular issues where they arise• Ensuring compliance with and understanding of health and safety requirements• Managing sub-contractors Vis mindre