Acquisition Planning & Integration

Played key role in developing and managing the due diligence, transition and integration program for the SI International Inc. acquisition, the largest deal to date for Serco, creating a $1.4B Americas division. Worked closely with stakeholders in each functional area – sales, contracts, finance, HR and IT – to deliver their planned objectives and synergies. RESULT: Integration program well exceeded the investment case for cost synergies and was selected as one of the best deals of 2008 by Washington Technology.

Customer Advocacy

Developed programs at multiple companies to address the desire for improved customer transparency and the need to better understand real customer satisfaction levels. Programs focused on formal outreach and engagement, for both top tier and other key customers, and on the development of standard feedback tools and satisfaction reporting systems. RESULT: Programs increased awareness of real customer needs and concerns, and at SGT contributed to the company’s first 100% contract award fee score.

Revenue Growth

Drove expansion of product and services offering for MICROS Systems in both existing and new markets and several distribution channels through 30+ major accounts, 10 corporate office locations and 90+ value added resellers. Led multiple new product introduction teams and product launches in multiple industry segments – from research and development through to pilot and full product release. RESULT: Grew service revenues 20% and increased customer base while reducing business unit overhead costs by 25%.

Budgeting & Cost Control

Played key role at Serco Americas supporting the CEO and CFO on the preparation and analysis of budgets and forecasts at the company level and worked with the business development organization to map those financial forecasts to the sales pipeline. Led quarterly forecasting to include action plans to expand EBIT margins, improve labor utilization and reduce overhead budgets. RESULT: Identified over $5M of annual indirect savings – key to achieving division financial commitments.

Quality Management & Process Improvement

Led implementation of quality and process improvement at multiple companies using a Lean approach – focused on preserving value with less work. RESULT: At MICROS Systems spearheaded supply chain improvements reducing order entry time 40% and reducing product returns 25%; at SGT led development and deployment of new practices and processes in software development, systems engineering and project management – company attained CMMI ML 2 on-time and on-budget in under 1-year.

Program & Project Management

Developed standard methodology and a set of best practices for Serco Americas called the "Serco Way" based on key phases (Gates 0-9) within a business lifecycle framework from business development, through to project transition and ongoing operations. RESULT: Provided a service delivery model that focuses on the customer, standardizes practices, improves resource utilization – increasing productivity, and in the end provides a real competitive advantage for Serco in the marketplace.

Learning & Development

Developed training programs at multiple companies aimed at standardizing the orientation and induction process, as well as focused on improving the overall knowledge and skills of staff at all levels across the organization. RESULT: Worked closely with Serco HR team to develop a global corporate university using the SkillSoft Learning Management System platform with over 3,000 online courses with almost 40% of workforce taking at least one or more courses 6 months after launch.