Summary
Overview
Work History
Education
Skills
Languages
Timeline
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NITAYA MULKERN

Summary

Results-driven Project Management professional leveraging strategic thinking and leadership to set-up and enable successful teams, optimising and balancing project, client and business outcomes, and driving operational excellence.


Spearheaded transformative projects including the delivery of system, application, development and business change projects and programmes of work through different delivery methodologies (Waterfall and Agile). Enhancing delivery timelines, expectations, and client satisfaction to create impactful value and measurable results.


Known for being a fiercely loyal leader, fostering collaborative teams and improving delivery standards.

Overview

13
13
years of professional experience
3
3
years of post-secondary education

Work History

Head of Delivery

CTI Digital
05.2024 - 12.2024
  • Reporting to the COO whilst collaborating within the Senior Leadership Team to drive standards, consistency, innovation and implement changes to the business and teams
  • Building one-team culture; improving ways of working, providing direction, surfacing values and holding teams accountable
  • Building and introducing PMO standards, effective risk management and mitigation strategies, and scope and change management processes
  • Leading a team of 14 project managers to streamline project governance and reporting by implementing new KPIs (realisation and utilisation targets)
  • Enhanced reporting efficiencies through public dashboards and purposeful collaboration
  • Refining delivery processes and business operations from pre-sales through to escalations; creating detailed reports for senior management and stakeholders to create visibility and transparency
  • Facilitating training sessions to enhance team performance
  • Client delivery on crucial and high-impact projects and programmes of work, setting up our cross-functional, hybrid and client-included teams
  • Optimizing resources, scope, and project plans to deliver value, minimise costs and timelines (to achieve 60%+ GP target), and champion continuous improvements and change initiatives
  • Focussing on proactive ways of working; resource & capacity planning and revenue forecasting

Programme Manager

Ingenuity, The Hut Group
09.2023 - 04.2024
  • Reported to the Divisions' Operations and Delivery Director, I was accountable for delivering high value to clients and responsible for driving governance, meeting commercial goals, and fostering collaboration throughout the full SDLC
  • Pro-actively worked within the SLT to help shape the delivery function and business operations
  • Built relationships between teams and clients, with focus on OKRs, a feedback culture, and psychological safety to build high performing teams
  • Led the delivery of eCommerce solutions, platform & system integrations, and bespoke software development with clients across Retail, Beauty and FMCG
  • Planning & Shaping pre-sales delivery proposals & roadmaps (understanding ambiguity and defining next steps)
  • Planning & Delivering strategic goals (internal & client)
  • Streamlining of the client onboarding process (internal & client)
  • Programme Management for deliverables in the commercial value of £3.5m
  • Matrix management of teams across Strategy, Tech, Product, Operations, Collaborating with and managing C-Suite Stakeholder expectations
  • Established & Improved reporting and delivery assurance, adding rigour through automation and consistency to manage RAID logs
  • Optimized the ways of working; introducing agile practices and championing quality and operational excellence, bringing in best practices, Mentoring, Coaching, Upskilling to grow the talent and support progression

Squad & Product Delivery Lead

AND Digital
07.2022 - 05.2023
  • Reported to the Club Executive and responsible for shaping the set-up of a new business unit as part of the Club Operations Team
  • Product Delivery: leading a cross-functional delivery team on client, and managing delivery planning, governance and financial reporting
  • Club Performance: propose and deliver against strategic goals, align the vision of Club & Clients, implement cultural initiatives and change, motivate and drive forward the Delivery Management Community of Practice
  • Line management (career coaching) a team of 12
  • Worked a Scrum Master on a charity initiative to digitise artwork, and as a Product Delivery Lead for an App client; implementing a new payment method and a NHS integration
  • Worked closely with the client to successfully improve the relationship through a more efficient delivery approach and streamlined ways of working

Head of Delivery

Ampersand Commerce
08.2017 - 06.2022
  • Reported to the MD and led as part of the Senior Management Team, advocating for user-centred solutions and spearheaded the Enterprise Clients' delivery of Magento re-platform projects and integrations
  • Focussed on streamlining the ways of working and creating consistency in communication standards and reporting
  • Prioritised being able to accelerate the growth of the team, enhancing collaboration between teams and working with more agile practices
  • Responsible for the programme management of all client work, in the value of £3m annual revenue
  • Operationally accountable for meeting 80% resource utilisation across the business
  • Implemented the use of resourcing tools and Jira dashboards to understand dependencies, resource requirements, and commercial reporting
  • Created strategic business goals, such as improving the business' recovery rate
  • Created a standardised product delivery approach
  • Collaborated on the set-up of continuous delivery processes and standards
  • Improved the ability to mobilise the right teams and accuracy of resourcing
  • Improved the quality of project plans and reporting
  • Line management and mentorship to a small team of project managers

Project Manager

Ampersand Commerce
07.2016 - 07.2017
  • Reported to the Operations Manager, I delivered 12m+ eCommerce solutions and programmes of work up to £1m in value (Magento re-platform D2C websites and web enhancement projects) from discovery through to launch, warranty and subsequent BAU support and sprints
  • Matrix management of cross-functional teams
  • Implementing Agile / Scrum practices
  • Identifying risks and mitigation strategies
  • Facilitating workshops and collaboration across the teams and clients
  • Materialising & Standardising the estimation process across all teams and working with different commercial models to meet client needs
  • Managing C-Suite stakeholder expectations and project governance,
  • Evolving and improving project documentation and reporting
  • Set-up and management of working with third parties and partnership contracts
  • Improving the launch process and proactive hand-over to BAU teams
  • Introduced business KPI reporting on performance; capacity and velocity, and regular stakeholder reporting on budgets and engagement success

Technical Project Manager

RealityMine
07.2015 - 06.2016
  • Reported to the Operations Manager
  • Delivered four international implementations of an App as part of a Digital Data Consumer Behaviour Study
  • Collaborated with product and tech teams to prioritise client requirements against the internal roadmap, Enhancing the use of Jira and Confluence to document, review, plan and manage sprints, Process set-up to streamline the critical path and support the Project Management team, Process set-up to standardise and support all the teams for a new roll-out / launch

Digital Project Manager

Amaze
05.2013 - 06.2015
  • Reported to the Programme Director
  • Client delivery on multiple FMCG clients delivering digital assets, web and omnichannel projects
  • Defining scope; requirement gathering, estimations, sign off and change requests
  • Resource scheduling and project planning in MS Project
  • Project governance and reporting in Synergist
  • Working with client roadmaps and Account Managers to understand and meet strategic objectives
  • Exposure to the clients' marketing roadmap and strategy meetings

Junior Project Manager

Appitized
01.2012 - 05.2013
  • Reported to the Operations Manager
  • Successfully completed a three month internship, stayed on a permanent basis as the first project manager for App projects
  • Introduced consistent tracking and reporting; project plans, costs and milestones with the use of Basecamp
  • Resource management and working with an offshore delivery team
  • Established and led the expansion of the project management function

Education

BA (Hons) - Business Studies

University of Lincoln
Lincoln, Lincolnshire
09.2008 - 09.2011

Skills

  • Delivery Governance & Assurance
  • Stakeholder & Partnership Relationship Management
  • Strategic Roadmaps & Optimised Delivery Plans
  • Project Pre-sales, Estimation and Scope Management
  • Business Outcomes & Commercial Success
  • Agility & Adaptability
  • Continuous Improvement
  • Team Building
  • People Management & Communication
  • Thought Leader
  • Integrity & Growth Mindset

Languages

German
Native
English
Native

Timeline

Head of Delivery

CTI Digital
05.2024 - 12.2024

Programme Manager

Ingenuity, The Hut Group
09.2023 - 04.2024

Squad & Product Delivery Lead

AND Digital
07.2022 - 05.2023

Head of Delivery

Ampersand Commerce
08.2017 - 06.2022

Project Manager

Ampersand Commerce
07.2016 - 07.2017

Technical Project Manager

RealityMine
07.2015 - 06.2016

Digital Project Manager

Amaze
05.2013 - 06.2015

Junior Project Manager

Appitized
01.2012 - 05.2013

BA (Hons) - Business Studies

University of Lincoln
09.2008 - 09.2011

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NITAYA MULKERN