Matthew Morrow

Experience

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  Qualtrak Solutions Ltd

  Aug 1997 - Jan 2000

  Account Manager / Marketing Exec - Performance Management Consultancy

  Responsibilities included:• Designed and implemented tailor-made Call Handling Standards for major organisations such as Airtours, Debonair Airways, Eurotunnel, BHS, and Virgin Atlantic Airways• Delivered customer excellence training workshops to varied and high profile audiences across various industries (utilities, retail, transport), up to Director level• Audits & reports to top level management on the strengths and weaknesses of their telephone employees’ customer service and selling skills, together with performance improvement recommendations Show less

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  British Airways

  Jan 2000 - Aug 2017

  Responsible for portfolio of projects that will deliver personalisation techniques within digital marketing and merchandising in the point to point context through 2016 and 2017. Solution is a Pega 7 platform that will implement personalisation capability into the following channels:1. ba.com (including ba.com Mobile)2. BA customer Mobile App3. Email - outbound servicing and marketing4. Colleague and front line support applications - including internal staff iPad apps and airport systems5. Contact Centres - inbound and outbound service and selling, service recovery and IVR Show less Accountable for the delivery of 4 critical areas to the success of the Altea CM implementation (new worldwide airline departure control system): * CM Impacted Applications - successful delivery of 31 critical path impacted application implementations, plus 5 non-critical path.* New Airport User Interface (FLY) and associated SOA services release planning and implementations.* FLY rollout to BA, SITA and Arinc airports worldwide, essential for first wave airport migration cutover events.* CM Proving - 29 key 'Must' technical and business process tests before CM go live delivered successfully. Show less Delivered a portfolio of projects and workstreams to upgrade SOA service-oriented architecture infrastructure platform (technologies include Aurea, Sonic, Actional) in advance of the implementation of Amadeus Customer Management as BA’s replacement worldwide departure control system.Responsibilities include:* Delivery of fully Automated Platform Build solution, to ensure zero downtime for Live operation and consistency of build across environments * Delivery of new Monitoring solution and all IT Operations testing of the upgraded SOA Platform (30% increase to the total BA estate, adding 2000 VMs) * Identification and delivery of new Tools solution to operate the new platform * New Capacity Planning Processes and Tools to support the new platform * Delivering new Organisational Support Model, to ensure people and processes fit new technology * Identification, design and delivery of integrated Training programme (40 courses across the IT department in 4 geographic locations through 121 training sessions)* Service Transition Assurance of all MUSE programme projects into IT Operations control, assurance that all project deliveries are stable, operable & supportable* Initial delivery and ongoing maintenance of Test Environments to support the Programme* Management of £2.7m external spend – estimating, forecasting, monitoring, reporting, contract negotiations Show less Delivery of a number of projects that enable the transition to the new Customer Management system and the decommissioning of legacy Departure Control System, with a focus on passenger connection systems at Heathrow and Gatwick : * Implementation of new third party INFORM GroundStar Connect software at BA, to replace exit technology application * Delivery of enhanced flight connections system via SOA architecture, which utilises new Amadeus Customer Management system * Delivery of new 'FLY' Airport User Interface functionality to allow worldwide access to critical Flight Operations systemResponsibilities include:• Design and Technical solution to fit SOA architecture• Contracting and management of 3rd party suppliers• Ensure continuity of Job Allocation at Heathrow for passenger ‘meet & greet’ service Show less Delivery of Disruption Handling capability in the FLY Airport User Interface and delivery of associated middle tier Business Services, which connect to Amadeus Customer Management and will replace the existing legacy Departure Control System. Responsibilities include.• Design and build SOA enterprise business services• Design, build and test of FLY Airport UI using agile delivery methodology• Management of large team across 4 geographical locations, including contracting for UK and Global consultant services Show less This high profile and critical change programme will deliver a new worldwide Customer Management system for the airline, replacing the existing TPF legacy Departure Control System. Led a large team to deliver Solution Design for the implementation of Altea Customer Management into BA common architecture, which will replace worldwide airport departure control system before 2014. Responsibilities included:• Identification of all functional requirements, including a new Airport User Interface, Self Service Kiosks, ba.com, and various impacted applications, Amadeus Webservices• Business change to support changes, based upon the capabilities of Altea CM. • Resourcing, including BA staff, Contractors, and Offshore Fixed Price Contracting • Establishing up new 'Solution Assurance' team and processes to ensure consistency of delivery across multiple delivery streams of The Travel Programme CM organisation. Show less Delivered a critical element of a large £22m programme, moving the BA Cargo operations system on TPF, hosted by Amadeus, to an ALCS MVS platform hosted by British Airways. Managed Amadeus development and code conversion for entire programme.Responsibilities include:• Conversion of Flight Operations and Cargo application code from SabreTalk to C, conversion of code from TPF to ALCS• Unit, Integration, End-to-End and UAT of approximately 2,000 Cargo programs and 100 impacted apps. • Managing £1.5m external project spend with 3rd party supplier Amadeus; scoping, estimating, forecasting and monitoring to contract.• Managing direct and virtual team across various locations and organisations• Implementation and fallback plan and execution for all Cargo system and Impacted Applications. Show less Delivered critical elements of the British Airways' ‘Fit for Five’ Heathrow T5 programme, managing a stream of in-house and Third Party supplied software developments: • INFORM Gate Management (airport stand allocation optimisation software) upgrade for Terminal 5• INFORM Gate Planning (stand allocation planning software) upgrade for Terminal 5• Handover T1 and T4 Stand Allocation from British Airways to BAA • Implementation planning and execution for the INFORM Gate Management and Aircraft Movement systems during Terminal 5 flight switches Show less Part of the airline's Global Direct change programme to reduce cost by simplification and channel shift away from telephone sales and servicing. Accountable for cross-functional projects, including Contact Centre Consolidation, Mass Disruption for Call Centres, AskBA Voice Enablement.Responsibilities:• Set-up new Third Party contact centre in Brazil, and consolidation of 3 BA offices (Mexico, Brazil, Madrid)• Delivery of new 'Business continuity Disruption Centre’, turning floor at Head Office into crisis telephone centre• Led IT input to Procurement process, liaising with specialists & producing costings for Business Case• Set direction and manage Third Party suppliers across Europe, USA and South America (ACS, SITA, Voice Services, Dell, BAeHAL), including agreeing contract schedules and management thereof Show less Responsibilities included:• Analysis, design and implementation of new application to measure Revenue Management Route Executive performance, using DSDM methodology• Analysed customer requests, estimated cost, then packaged work for off-shore support team, before monitoring and reporting on the delivery of• Provided out-of-hours support for resolution of live issues with key Revenue Management systems• Delivered ad-hoc projects, e.g. Fare Class Realignment, BA Connect, and O&D Demand system Show less

  • Senior IT Project Manager - Customer Mobile App

    Oct 2016 - Aug 2017

  • Senior IT Project Manager - Know Me Programme

    Dec 2015 - Oct 2016

  • Senior IT Project Manager - Customer Management (Programme Area Manager,Application Implementations)

    Jun 2015 - Nov 2015

  • Senior IT Project Manager - Major Upgrade of SIP Estate Programme

    Dec 2013 - Jun 2015

  • Senior IT Project Manager - Customer Management (Transfers), The Travel Programme

    Mar 2013 - Dec 2013

  • IT Project Manager - Customer Management (Disruption), The Travel Programme

    Apr 2012 - Feb 2013

  • IT Project Manager - Customer Management (Functional Design), The Travel Programme

    Feb 2011 - Apr 2012

  • IT Project Manager - Cargo & Flight Operations, The Travel Programme

    Jul 2008 - Feb 2011

  • IT Project Manager - Terminal 5 Transition Programme

    Aug 2007 - Jul 2008

  • IT Project Lead - Contact Centres

    Feb 2006 - Aug 2007

  • Developer / Support Analyst - Revenue Management applications

    Jan 2000 - Jan 2006
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  IAG GBS

  Aug 2017 - Nov 2021

  Group IT Portfolio Manager - BA Loyalty, Avios and Relationship Marketing

  Accountable for a portfolio of IT programmes and projects for the British Airways Commercial and Customer teams, including BA Executive Club, Avios and Relationship Marketing.

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  International Airlines Group (IAG)

  Apr 2020 - Mar 2022

  Head of Planning, Guardrails and Obsolescence

  Interim position through Covid, working with CTO, airline CDIOs and Enterprise Architects from across the Group. Delivered the IAG Tech IT and Digital Strategy and 3 Year IT Investment Roadmap.

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  IAG Tech

  Dec 2021 - May 2024

  Delivery owner for a portfolio of Projects, Programmes and Products across British Airways and IAG Loyalty IT (including Salesforce, Comarch Loyalty Management, Amadeus, and airline Catering systems, lounge and ground experience) Transformation of teams from project working to an agile product delivery model

  • Senior Delivery Manager

    Apr 2023 - May 2024

  • Product Delivery Manager

    Dec 2021 - Mar 2023
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  British Airways

  Nov 2023 - now

  Head of Delivery

  Head of Delivery for Customer & Commercial within BA Digital, including Global Engagement Centres, Salesforce CRM, and BA Loyalty domains