Colm Byrne

Vendor and SDM, managing the outsource service organisation for the Regional Operating Centres (ROC) and Lines of Business (LOB) managed by the vendor. •Managing global engagement •Operational Management - Monitoring performance against SLAs; QBRs; monitoring financial performance •BCM and global Compliance Management including SOX, PCI, Tax, etc. •Conducting vendor compliance audit to ensure vendor is meeting MSOW requirements •Managing SGVM scorecard Process •Contract/SOW development and update.

Global Track Manager (Quote to Order) for re-implementation of Oracle 12i Ensuring delivery of electronic licence fulfillment to trading partners through direct reports and 3rd party IT service providers. Managing offshore vendors in India (transaction processing) and Greece (Frontline Customer Care), ensuring compliance with corporate policies, SOX guidelines and SOPs, and SLA targets are achieved/exceeded. Driving continuous improvement through BPI, lean techniques and benchmarking with industry peers.

Consultancy advisory services provided to a client currently engaged in enterprise-wide Service and Operational Excellence transformation activities. Project Lead for Service Management Improvement and EDI workstreams o Analysed IT service support function/processes and developed strategies for transforming from a technical-driven to a service-driven culture, delivering initial tactical and longer-term strategic improvements. Defining KPIs and metrics to assist in measuring effectiveness of revised solution

Managing a global team of Oracle, Business and Systems Analysts, supporting enterprise ERP, licensing, CRM (Salesforce.com), and external e-commerce ordering, reporting and licence portals. Managing the stability of Production and non-Production environments through third-party IT service providers. Responsible for redesigning support models and processes to realign diverging region-specific requirements into a global model. Developing strategies for outsourcing and insourcing application support.

Project Manager : delivered on-time and to budget, the onboarding and integration activities with customer organisations for a financial services client launching in the German market in 2009. Managed client (direct and indirect) relationships at Engagement Kickoffs and during launch preparation phase. Drafted SLA in German and English. Service Delivery Manager : managed service availability and security/integrity of a hosted eGovernment messaging platform (the Reach Public Services Broker).

Managed IT Portfolio (software, hardware, projects) for a multinational manufacturing organisation on a strict budget. Project managed the delivery of IT/SAP/eCommerce and integration projects across sites in Ireland, the US and Poland and of varying complexity. Managed external consultants and third party Service Providers to ensure disaster recovery procedures were tested and operational. Managed the IT team (ca. 13 persons) in Dublin, Limerick and US and recruited as required.

Led activities to locate a base, IT services, and staff recruitment for Marketworks operations launch in Ireland. Project managed the technical registration of UK/DE client organisations on eBay and in Marketworks internal systems, and managed integration activities into client systems. Identified and managed initiatives to improve client “Go-Live” on eBay e.g. accelerated launch, shop and listing design, client registration.

Project managed the technical registration of UK/DE client organisations on eBay and in c2E internal systems, and managed integration activities into client systems. Managed a team of nine Customer Service, Auction Management and Finance personnel and the operational interaction with the Accenture ESC

Engaged by clients in the beverage and hospitality sectors, to provide SAP and eProcurement expertise. Analysed and redesigned contract delivery of outsourced services for a leading Irish financial services institution and delivered end-user training programme Analysed financial accruals for IE-based operations for a global leader in the beverage sector for data cleansing in preparation for a SAP upgrade Lead role in Procurement Process Team activities through a SAP upgrade.

Led a number of initiatives (data cleansing, vendor rationalisation, process streamlining) in advance of migrating the Diageo Shared Services Centre to Budapest. Provided SAP expertise in support of New Product Introduction

Managed a Global Team of Business Analysts responsible for integrating an eProcurement application into client back-office systems using middleware. Defined and documented functional enhancements to both the eProcurement and Integration applications on an ongoing basis and managed involved parties.

Managed and conducted requirements gathering via process workshops with senior internal Procurement Executives and key-users and configured SAP accordingly (EDS UK, France, Netherlands and Germany) Developed and produced business cases / budget / resources etc. for integrating third-party B2B applications into SAP as part of an overall BPR initiative in EDS Managed teams of developers to deliver bespoke SAP-based functionality for Rent, Lease and Maintenance and rolled this out to the above locations