Senior Project Manager at Almac Clinical Technologies (2020-09 – Present)
Manage multiple concurrent IRT SaaS implementations for global pharmaceutical clients, acting as the primary day-to-day contact throughout delivery, balancing customer expectations, commercial priorities and adhering to regulatory requirements
- Managing complex global software implementations from project initiation through study go-live and on-going support escalation
- Working closely with customers and design managers during requirements gathering phases to understand implementation objectives, help keep discussions aligned to customer needs whilst identifying risks, assumptions and potential scope changes
- Leading internal cross-functional teams including design, development, test, QA, clinical supply chain, and biostatistics to deliver successful implementations
- Helping bridge the gap between customers and technical teams by explaining complex concepts in a way that allows non-technical stakeholders to make informed decisions
- Building trusted relationships with pharmaceutical sponsors and CRO's through regular communication, training and proactive expectation management
- Identifying where customer requests impact project scope, timelines or budget, and ensuring implications are understood before changes are agreed
- Managing project risks, escalations, release planning and governance throughout the project lifecycle
- Mentoring new Project Managers and acting as lead SME for budgeting and costing processes
Operations & Customer Services Manager at Spera Global Ltd. (2016-10 – 2020-09)
Led Customer Services, Operations and Compliance departments across Northern Ireland and Republic of Ireland sites
- Managed a team of 6 direct reports, in the customer services department including team performance, workload allocation, customer escalations, and service delivery standards
- Oversaw operational delivery, and compliance across multiple departments, balancing customer expectations with manufacturing capability and commercial priorities
- Led and achieved ISO 9001:2015 and 14001:2015 certification awards across NI and ROI operations, in six weeks with no prior experience in auditing or ISO frameworks
- Oversaw project coordination, scheduling, workload prioritisation, and KPI reporting
- Improved operational processes, customer service standards, and internal reporting capabilities
Interim Project Manager / NPD Senior Project Manager at Herrco Cosmetics (2014-08 – 2016-10)
- Led implementation of new project development software for NPD operations
- Led end-to-end cosmetic product development projects for over 60 clients from initial brief to shelf ready launch
- Oversaw budgets, supplier coordination, timelines, risk management, and client communications
- Managed and mentored a team of four project staff
Customer Services Manager & PA to the Directors at Kirker Holidays (2012-11 – 2014-04)
- Handled all client and agent correspondence, complaints and supplier escalations in accordance with ABTA guidelines
- Managed compensation negotiations to meet client satisfaction, but also maintaining commercial awareness
- Liaised with international suppliers to resolve disputes and maintain strong relationships
- Supervised the Reservations, Operations and Marketing teams to ensure client satisfaction and customer service standards where consistently maintained
- Provided PA and Office Management to the directors, and assisted in planning trade events and exhibitions
- Provided copy editing services for the marketing team for all promotional materials
Implementation Specialist at Rescompany Systems Ltd. (2011-08 – 2012-10)
- Managed implementation of reservation and CRM systems for international travel clients
- Worked directly with customers to understand business requirements before translating them into configured software solutions and successful implementations
- Delivered client training, global installations, and post-launch support
Guest Relations Manager / Reservations Supervisor at Fred. Olsen Cruise Lines
Recruitment Consultant at 925 Recruit Ltd
Various temporary roles at NHS
