Miranda Pickford
Director of Professional Services
London
Summary
Strategic, multilingual, tech-savvy, and analytical leader with over 15 years of experience in professional services, operations, programme management, PMO, and software product development. Proven expertise in building teams, designing operating procedures, and delivering large-scale technical implementations and digital transformations. Adept at guiding senior leaders, clients, and partners in start-ups, scale-ups and global matrix organisations.
Overview
18
18
years of professional experience
Work History
Director of Professional Services
Clue Software
London, United Kingdom
12.2022 - Current
- Established the Professional Services function within a 'software for good' leading investigation and intelligence management SaaS organisation
- Within 12 months, exited employees and grew the team from 1 to a team of 6 implementation consultants and project managers
- Professionalised and decreased time to implement with a focus on standardisation, data driven decisions and scalability
- Pivotal in winning key customer accounts including England and Wales Cricket Board and The Football Association – tripling the Professional Services revenue throughout the sales cycle by demonstrating the value of robust scoping and consultative change/transformation management
- Overseen over 80 customer projects, concurrently managing upward of 20+ projects within the team with individual customer contract values exceeding £500k; with numerous and sizeable government customers there is a need to manage peaks in activity in line with successful sales quarters, including the impact to team capacity and morale
- Accountable for accurate scoping and articulation of Professional Services deliverables and methodology across RFPs, tenders and direct contracting
- Prioritised implementing a Professional Services Automation tool to focus on resource capacity, standardisation and profitability
- Responsible for performance management, mentoring and career development across the customer facing team in a challenging, often stressful environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Head of PMO, EMEA Marketing
Twilio
London, United Kingdom
03.2022 - 12.2022
- Established the completely new PMO function in EMEA Marketing - senior stakeholder management, governance & reporting, scalable processes, mechanisms and tools.
- Collaborated with cross-functional teams to draft strategic, realistic project schedules and plans.
- Organised and facilitated EMEA wide Marketing summit - sessions, team building and logistics.
Global Implementations Manager
BGRS (Now SIRVA)
London, United Kingdom
06.2020 - 03.2022
- Managed enterprise clients, including L'Oreal, adidas, Scania.
- Delivery of all EMEA and APAC headquartered projects.
- 100% record of on time delivery.
- Appointed by COO to run a stabilisation project for an existing client, owing to issues with service delivery.
- Navigated the project to stability within two months and handed back to delivery.
- Streamlined processes to improve and optimise office operations, wrote and maintained standard operating procedures.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
Chief Operating Officer
JTF Marketing
Madrid, Spain
10.2018 - 11.2019
- Managed a global team of 15 consultants, marketers, designers and developers in the UK, Spain and remotely, to ensure correct resources were assigned and successfully delivering all projects
- Established robust HR processes, standard operating procedures, end-to-end project planning, budgeting, documentation, resourcing, time tracking and invoicing
- Designed SLAs, client satisfaction and NPS processes.
- Developed professional relationships with business partners and c-suite customer stakeholders to establish trust, rapport and reliability.
- Oversaw financial management, achieving optimal resource allocation and maximum ROI.
- Facilitated cross-functional collaboration to achieve organisational objectives.
Commercial Product Owner
LexisNexis Risk Solutions
London, United Kingdom
07.2014 - 09.2018
- Product owner for multiple data/ AI products within the portfolio
- Steered and project managed the rebuild of the Liveflo application (a £350k+ Agile project).
- Translated unstructured work requests into actionable user stories, using Jira.
- Managed strategic research projects and communicated findings to stakeholders.
- Implemented research findings into product development through design team collaboration.
- Developed comprehensive business plans with market analysis, financial projections and strategic goals.
Global Programme Manager
LexisNexis
London, United Kingdom
10.2011 - 07.2014
- Collaborated extensively with senior leaders and functional teams across the international business to establish and manage a programme management office within a global transformation programme in a large matrixed organisation.
- In 2013 selected as 1 of 4 participants in a global talent exchange programme to spend 3 months in the French business in Paris reporting directly to the CTO and CMO.
- Delivered a business case to procure a marketing system which was subsequently approved by the business.
- Developed and implemented strategies for optimising performance and efficiency in transformation programmes.
Programme Analyst
RELX Group
London, United Kingdom
11.2010 - 10.2011
- A key member of the PeopleHub programme team which successfully deployed a US$35M PeopleSoft HR system within Europe and APAC across a multi-disciplinary company
- Contract extended beyond go-live and subsequently promoted to a permanent position within the RELX group.
Project Management Officer
RENFE SNCF En Cooperacion
Madrid, Spain
05.2009 - 11.2010
- Led the PMO for the 'High-Speed Train Project' working exclusively in French and Spanish.
Project Manager
Convergys
Madrid, Spain
08.2006 - 01.2009
- Led the project management support function for EMEA for DuPont during a global SAP HR transformation programme roll out.
- Promoted to Junior Project Manager within a year and relocated to Madrid.
Education
Bachelor of Arts: Joint Honours - French and Spanish
University of Leeds
Leeds 09.2002 - 2006.06
Skills
Operational strategy and executionundefined
Interests
Cricket
Live music
Drumming
Theatre
Cooking
Skiing
Travel
Fitness
Languages
English
Native
Spanish
Fluent
French
Advanced
Software
Asana / MS Project / AirTable etc
Google Data Studio
Salesforce
Miro
Tableau
Timeline
Director of Professional Services
Clue Software
12.2022 - Current
Head of PMO, EMEA Marketing
Twilio
03.2022 - 12.2022
Global Implementations Manager
BGRS (Now SIRVA)
06.2020 - 03.2022
Chief Operating Officer
JTF Marketing
10.2018 - 11.2019
Commercial Product Owner
LexisNexis Risk Solutions
07.2014 - 09.2018
Global Programme Manager
LexisNexis
10.2011 - 07.2014
Programme Analyst
RELX Group
11.2010 - 10.2011
Project Management Officer
RENFE SNCF En Cooperacion
05.2009 - 11.2010
Project Manager
Convergys
08.2006 - 01.2009
Bachelor of Arts: Joint Honours - French and Spanish
University of Leeds
09.2002 - 2006.06
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