Brunella Millwood Russo
Tunbridge Wells,United Kingdom
Summary
Senior Programme Manager with a proven track record in enterprise transformation and operational excellence. Successfully led the migration of Boots Opticians' contact lens subscription platform, coordinating technology, operations, fulfilment, payments, customer service, and third-party suppliers. Delivered strategic operational transformation through the integration of a third-party optical SaaS platform. Recognised for leadership and delivery performance with a promotion from Customer Success Manager to Senior Programme Manager. Established structured customer training frameworks that improved onboarding and service consistency. Achieved significant reductions in support ticket volumes and resolution times through service transformation initiatives. Expertise in programme & portfolio management, enterprise SaaS implementation & onboarding, business change & BAU transition management, and regulatory compliance including GDPR and PCI-DSS. Career goals include driving further operational transformations and enhancing customer success strategies within global enterprises.
Offering strong leadership and communication skills with proven ability to manage complex projects. Knowledgeable about stakeholder management, risk assessment, and strategic planning from previous roles. Ready to use and develop project management, team leadership, and problem-solving skills in next role.
Overview
1
1
Certification
19
19
years of professional experience
Work history
Senior Programme Manager
ADARO Optics Ltd
01.2022 - 06.2026
- Led implementation and integration of third-party optical SaaS solution into Boots and Adaro technology ecosystem, coordinating stakeholders, integration workstreams, testing, operational readiness, and go-live activities.
- Led Boots enterprise transformation programme delivering subscription, payment, fulfilment, and customer service transformation initiatives.
- Owned end-to-end programme delivery: scope management, estimations, governance reporting, RAID management, commercial oversight, and stakeholder engagement.
- Directed cross-functional teams across engineering, QA, data, finance, warehouse, customer operations, and third-party suppliers.
- Delivered recurring payment solutions including Direct Debit and card payment functionality, subscription pricing logic, and fulfilment model enhancements.
- Managed legacy platform transitions, data migration, operational process improvements, and systems integration initiatives.
- Led full office and warehouse relocation programme including procurement, facilities coordination, mezzanine installation, and operational continuity planning.
- Supported GDPR, PCI-DSS, audit, and SAR compliance activities across customer and operational functions.
- Delivered new automated forecasting capability improving stock visibility, warehouse planning, and supplier forecasting accuracy.
- Key Achievements
- Delivered enterprise SaaS platform implementation for Boots Opticians with no major disruption to BAU operations, enabling transition of key operational and subscription services.
- Led major transformation programme supporting migration of Boots contact lens operations and launch of SaaS subscription platform across payment, fulfilment, and customer service functions.
- Successfully managed complex cross-functional delivery teams within high-profile enterprise transformation environment.
- Delivered large-scale office and warehouse relocation while maintaining full operational continuity.
Career Break
11.2020 - 07.2021
- Volunteered as NHS Responder and supported essential services with Tesco and AXA Health — demonstrating adaptability, empathy, resilience, and community focus during COVID-19 pandemic.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and bank holidays.
Channel Success Director
MDSL (acquired by Oak Hill Capital & Riverside Partners; merged with Calero)
06.2015 - 10.2020
- Led technical, service delivery, and development teams supporting global channel partners including Accenture, BT, and TechM alongside twelve enterprise SaaS clients.
- Standardised governance, reporting, and delivery processes across Fixed, Mobility, Cloud, and Telecom Expense Management services.
- Designed and implemented new SaaS support operating model improving customer governance, operational efficiency, and service consistency.
- Owned renewals, invoicing, customer escalations, and profitability management across strategic accounts.
- Account Manager – Managed Service
- Managed large international accounts including Veritas, Avery, Danfoss, BP, and Uber.
- Delivered audits, cost optimisation initiatives, SLA governance, executive reporting, and operational service reviews.
- Key Achievements
- Headhunted by CIO to establish and lead Channel Success Team — creating new enterprise client support function from ground up.
- Reduced support ticket volumes by 75% and improved resolution times by 43% through structured service optimisation.
- Secured strategic customer renewals through enhanced governance, operational improvements, and relationship management.
Business Development Manager (Contract)
BT Global Services
04.2011 - 06.2013
- Delivered consultative IT and telecom solutions including cloud, CRM, security, unified communications, and mobility services.
- Supported enterprise clients with IT transformation initiatives, operational improvements, and ROI optimisation.
- Key Achievements
- Exceeded sales targets, generating £2.2m revenue across BT's IT and managed services portfolio.
EMEA Service Delivery Manager
AT&T Inc. / American Express
10.2007 - 07.2011
- Directed ITIL-aligned service delivery across EMEA voice and telecom operations, managing BAU, major incidents, change management, and SLA performance.
- Managed cross-regional onshore and offshore operational teams; acted as senior liaison between AT&T, HP, and American Express.
- Owned vendor governance across BT, AT&T, and Verizon including contracts, billing reconciliation, and regional telecom budgets.
- Implemented Tangoe billing platform across European markets, improving cost control and pricing transparency.
- Key Achievements
- Managed over 9,000 EMEA service requests — 34% of global operational volume — while maintaining high SLA compliance.
- Recovered £2m in telecom billing discrepancies and delivered £325k in operational cost savings across European call centres.
- Designed and launched global follow-the-sun support model for UN call centre supporting American Express–UN partnership.
Skills
- Led successful enterprise transformation and migration of Boots Opticians' contact lens subscription platform — coordinating technology, operations, fulfilment, payments, customer service, and third-party suppliers
- Delivered the implementation and integration of a third-party optical SaaS platform supporting strategic operational transformation for Boots Opticians
- Promoted from Customer Success Manager to Senior Programme Manager in recognition of leadership, delivery performance, and customer impact
- Established the company's first structured customer training and operational documentation framework, improving onboarding, adoption, and service consistency
- Reduced support ticket volumes by 75% and improved resolution times by 43% through service transformation and governance improvements
- Recovered £2m in telecom billing discrepancies and delivered £325k in operational savings across European operations
- Built and led enterprise customer success, governance, and service delivery functions supporting global SaaS clients and strategic channel partners
- Programme & Portfolio Management
- Enterprise SaaS Implementation & Onboarding
- Business Change & BAU Transition Management
- Enterprise Customer Success & Governance
- Subscription & Recurring Payment Platforms
- Fintech & Billing Operations
- Omnichannel & Contact Centre Transformation
- Supply Chain & Warehouse Operations
- Data Migration & Systems Integration
- Commercial Management (SOWs, Cost Modelling)
- Regulatory Compliance (GDPR, PCI-DSS, SARs)
- Vendor & Third-Party Management
- Executive Stakeholder Management
- Systems Integration & Go-Live Management
- Operational Transformation & Service Delivery
Certification
Currently Studying
- Project Management Agile Level 3
- PRINCE2 V7 Foundation
Certified
- ITIL 4 Foundation in IT Service Management – PeopleCert
- Project Management – PeopleCert
- AI in ITSM – PeopleCert
- Mastering Project Delivery – PeopleCert
- Mastering Project Priorities – PeopleCert
- Managing Value Streams & Optimising Customer Experiences – PeopleCert
- Ensuring Practices Success – PeopleCert
- Exploring ITIL 4 Practices – PeopleCert
- Additional Certifications
- AOTMP Certified Master
- Six Sigma – White and Yellow Belt
- PRINCE2 V4 Foundation
- CISCO / AVAYA / Alcatel – Installation, Configuration & Maintenance
- Customer Service – City & Guilds
- Telecommunications Systems Certified Professional
- LDW – Leading with Distinction
- NetSuite, Salesforce, Siebel – Certified
- Telecom Billing: MDSL, Tangoe, OneBill, OneVoice
ADDITIONAL INFORMATION
Languages: Fluent English | Native Italian
ADDITIONAL INFORMATION
- Volunteering: NHS Responder | Be My Eyes
- Other: Full clean driving licence
Timeline
Senior Programme Manager
ADARO Optics Ltd
01.2022 - 06.2026
Career Break
11.2020 - 07.2021
Channel Success Director
MDSL (acquired by Oak Hill Capital & Riverside Partners; merged with Calero)
06.2015 - 10.2020
Business Development Manager (Contract)
BT Global Services
04.2011 - 06.2013
EMEA Service Delivery Manager
AT&T Inc. / American Express
10.2007 - 07.2011