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Training & Operations Senior Manager

Work Experience

Sun Microsystems 3 months contract ending mid Nov 2003

Professional Development Manager
Reporting to the Professional Services Business Manager

- In charge of a project to create a framework/process that enables professional development services to be provided to the SunPS UK extended workforce.

SunPS UK currently provides professional development services only to their permanent members of staff.
SunPS would like this service to be available to their extended workforce as well.
I am tasked to create a framework/process that enables professional development services to be provided to the extended workforce of SunPS.



Dell Computers 2000 - 2003

Senior Manager Technical Training EMEA
Reported to VP of HR EMEA, managed a team of 15 members of staff across EMEA.
Controlled a budget of £3.2 million per year.

- Delivered New Product Introduction training throughout EMEA
Successfully developed, scheduled and delivered technical training to all internal technical support groups and Service Providers before the 'ready to support' date set out by the US
- Investigated, implemented and successfully launched two certification programmes
This contributed to the increase of the Enterprise 'On Time First Time Fix' metric from an 85% to 95% success rate
- Designed, implemented and launched the Dell | EMC training programme
Dell engineers and Service Providers engineers are now successfully installing, trouble shooting and supporting the Dell | EMC storage solutions
- Acted as liaison with US training and all EMEA services organisations
Improved the effective launches of Dell products into the market place
- Structured the EMEA Learning & Development (L&D) organisation
Coached the roll out of 'Leadership Imperative' programme which empowered Senior Managers and VPs to function well in the ever changing culture of Dell
Planned the L&D curriculum for the new financial year
Provided a uniform and globally focussed L&D support framework
- Represented EMEA in the Global Learning & Development focus team
Aimed to improve Sales and Technical training practices in Dell


Legato Systems 2000

Customer Liaison Manager EMEA
Acted as liaison between the technical organisation and the customer

- Monitored and controlled customer escalation across EMEA
- Customer Account management


Radiant Knowledge Systems Ltd 1997 - 2000
E-knowledge Company.
Core business is the delivery of training programmes to and for clients in the IT industry.

Operations Manager EMEA
Member of the Management Team responsible for the direction of the company, the products & services. Managed a team of 12 employees.

- In charge of Human Resources
- Overall responsible for managing the Bracknell office

Training Programmes Manager for Cisco Systems, Nortel and Dell
Managed sales, soft skills and technical training projects to ensure the delivery of client solutions was achieved on time, to budget and to high quality standards.

- P&L responsibility of £755.000 for the EMEA region - GM 30%
- Built and managed relationships with all stakeholders using appropriate methodologies to achieve project success


Own Limited businesses 1995 - 1997

Visum Ltd
- Project managed the product development of a barcode scanning information kiosk for Tesco superstores

D2 Global Ltd t/a TravelPlan UK
- Set up UK presence for a Dutch travel software package

D2 Global Ltd t/a Double Dutch
- Built from scratch and managed my own Sandwich and Coffee Bar

Birch Technology 1995 - 1996
Company managing marketing programmes for IT companies in Europe

Customer Account Manager
Managed the allocation of MDF funds for Hewlett Packard in The Netherlands and Belgium.
Promotional budget responsibility of £2 million.


Caransa Karena Hotel Amsterdam & Hilton National Newbury 1989 - 1995

Acting General Manager
Managed a team of 30 members of staff

Previous roles: Assistant Manager, Banquet & Conference Manager, Front Office Manager, Reservations Manager

Education

Training & Education

2002 - 2003 Continuous professional development including:
IT Project +
Situational Self Leadership
Effective feedback skills
Presentation skills, making an impact
Corporate Learning - CTT

2001 Franklin Covey - 4 roles of Leadership
Franklin Covey - The 7 Habits of Highly Effective People

1990 - 1991 Chartered Institute of Marketing - Amsterdam (The Netherlands)

1985 - 1989 University for Hotel Management - Apeldoorn (The Netherlands)
Graduated in Hotel Management including Marketing, Economics, Accounts, English,
French & Hotel Industry related subjects

Skills

Key Strengths

- Extensive Operations and Training Management experience
- Visionary and strategic thinking
- Proven experience in development and introduction of new training programmes
- Proven experience in organising EMEA wide training events
- People motivator and developer
- Management of budgets and resources
- 'Customer' focussed
- International experience and multi-lingual

Languages

Foreign languages

Dutch Mother tongue
French Good working knowledge
German Good working knowledge

Other

Personal Profile

Experienced multi-lingual Training & Operations professional who performs well in a challenging environment.
Operated at Senior Management level in the IT industry in charge of a budget in excess of £3m per year.
Strong service-orientated People Manager with the ability to effectively motivate staff and develop their existing skills.
Chapter Director of the Thames Valley WITI, Women in Technology International.

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