Kerry Danforth

Experience

• 

  BT

  Sept 1997 - Apr 2000

  • Campaign Effectiveness Analyst

    Apr 1998 - Apr 2000

  • Assistant Team Leader

    Sept 1997 - Apr 1998
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  Dixons Retail

  Apr 2000 - Jan 2004

  Daily contact with Service Delivery Manager and Business Operations Managers to update on performance and plansProvided support, motivation and development for a team of 7 - 9 Team Leaders Management of multi-channel contact environment – telephone, email, letters and faxesMonitored, analysed and reported departmental productivity / quality / procedural informationCommunicated at all levels - Senior Management and partnersEvaluation and re-engineering of processes to ensure achievement of 80/20 Service Level and the contractual obligations of the business unitIntroduced initiatives to improve departmental performance, service levels, incentive and bonus schemes and working environmentWeekly 121 reviews with Team Leaders, providing guidance and support in the management of team issuesDelivery and preparation of weekly Team Leader meetings Show less

  • Team Manager - Freeserve Technical Support

    Sept 2001 - Jan 2004

  • Team Leader - Freeserve Technical Support

    Apr 2000 - Sept 2001
• 

  Plusnet

  Jan 2004 - Sept 2006

  Responsible for Phase 1 and 2 of PlusNet’s complete product portfolio refresh, which was identified as under-pinning an integral part of the long term business strategyProject Management of the enhancement of PlusNet’s automated support and business systems which were at the forefront of the ISP industryOn-site Project Management of the integration and transference of Parbin Plc (Metronet: ISP & Domain Management company) Technical Support from London to Sheffield – PlusNet Plc’s first acquisitionProject Management of a product update for over one hundred and fifty thousand 150k broadband customers (80% of the PlusNet Plc customer base)Project Management of the upgrade of the entire PlusNet Plc broadband customer base to the new BT DSL MAX products, which was an industry firstProject Management of the Customer Support Centre evolution programme, the most comprehensive and wide ranging change that the Support Centre had seenProject Management of the launch of the first £9.99 broadband product that a major ISP had ever offered Show less Responsible for ensuring achievement of all Service Levels within the PlusNet Customer Support Centre and attainment of customer satisfaction targets at all timesResponsible for the day-to-day management of the Team Leaders; preparation and delivery of monthly appraisals and implementation of Performance Action Plans where appropriate Responsible for Headcount Planning and Recruitment; monitoring FTE budget, developing recruitment plans, design and organisation of Assessment Centres for the recruitment of Customer Support Agents and managersAccountable for the performance and development of the Team Leaders; implementation and rollout of a Skills Matrix and performance assessment methodAccountable for the performance of the Training and Quality of Service functions; development of an effective Induction Training programme and implementation of a formalised coaching and quality monitoring processDeputised for the Head of Customer Support in their absence, representing the Customer Support function in Senior Management meetings Show less

  • Project Manager

    Nov 2005 - Sept 2006

  • Service Delivery Manager

    Jan 2004 - Nov 2005
• 

  Learndirect Limited

  Sept 2006 - Oct 2015

  Senior Project / Programme Manager

  Responsibilities:Accountability for the Project / Programme Management deliverables that drive the Project LifecycleSuccessful Initiation of Projects / Programmes to ensure that…--- Project scope is clear and agreed by all stakeholders--- Appropriate controls are in place to allow effective risk mitigation, issue resolution and change management--- Delivery estimates are collated and project plans agreed, ensuring that dependencies are proactively managed--- A motivated project team is assembled that drives towards a shared objectiveManagement of multi-disciplinary teams to ensure successful delivery to time, cost and quality requirements--- Definition of development Work Packages--- Lead Sprint / Iteration Planning sessions--- Daily Stand-ups / Planning Poker / Reviews / RetrospectivesStakeholder Management at all levels--- Developing the inputs to enable effective Project Board Meetings--- Ability to build effective working relationships based on trustAchievements:Delivery of a strategic Microsoft solution to support key Department for Work & Pensions (DWP) Employability contracts and the migration of data and business processes from the legacy to new infrastructureSuccessful delivery of the capability required to fulfil a contract with McDonald’s to provide Functional Skills Tutor Support, Apprenticeship Programme Data Management and associated Skills Funding Agency funding claimsSuccessful transition of the UK Online and Careers Advice Service and employees from learndirect to the new delivery agentManagement of activity to ready learndirect for Ofsted Inspection in 2008, which resulted in the award of a company best Ofsted Grade 2Programme Management support of the definition and structure of the learndirect Change Programme which saw learndirect implement industry leading Contact Centre capability from which to establish a direct to learner Tutor Support business model Show less

• 

  Sky

  Nov 2015 - Aug 2024

  Senior Project Manager

  Responsibilities:• Project management across multiple Agile development teams with accountability for delivery of artefacts and processes utilised to control and drive delivery through the end-to-end Project Lifecycle, including; o Delivery planning / milestone tracking and reporting o Risk / Issue / Dependency / Change management o Progress Tracking – Burndown Charts, Resource allocation• Forecasting and management of multi-million-pound budgets• Implementation of an effective governance framework• Stakeholder management across the wider business community• Creation and delivery of reports into the Programme Executive Achievements:• Managing the launch of the new Sky Sports offering ‘Sky Sports+’, including delivery of enhanced data, personalisation, streaming and interactive user experiences• Managed the Sky Sports & News digital cloud transformation – ensuring the successful migration and refactoring of multiple services and applications, negotiating with internal and external partners the timeline for deprecation and modernisation of their impacted services• Managed the implementation of compliant Consent Management tools to ensure users could make effective consent choices across all Sky digital products and platforms• Managed the rebuild of the Sky Sports Football Score Centre mobile app by an external partner, ensuring that the 3rd party delivered to Sky standards,timescales and that dependencies were managed effectively• Managed the successful migration of Sky Sports & News digital products to a new 3rd party video platform across multiple territories, managing all 3rd party engagement and cross-team dependencies• Managed the delivery of two brand new Sky Sports mobile apps, with new feature set and new branding• Managed Sky’s flagship project to launch as a Mobile Virtual Network Operator (MVNO) with specific responsibility for delivery of new business capabilities including online sales, service and retention customer journeys Show less