Product manager | Delivery manager

• Engaged to improve service request delivery originating from internal and 3rd party customers, and improve the Container as a Service (CaaS) offering • Provided agile coaching for 6 infrastructure teams (CaaS, API Gateway and Developer Portal) with 30+ DevOps engineers, 4 Scrum Masters, 5 architects, 3 Technical Product Owners and a Service Lifecycle Manager Key Outcomes • I dramatically improved their Container as a Service (CaaS) offering by reducing the average service request resolution time from 135 days to 36 days (a 73% reduction) within 3 months, increasing tenant satisfaction and operational efficiency • Developed and successfully introduced a bespoke framework to re-allocate resource and service costs to drive budgeting • Implemented new data-driven dashboards to improve transparency, fostered agile ways of working (Kanban, Scrum) that streamlined workflows and boosted efficiency • Developed governance and service overview dashboards to provide KPIs for the team and managers to focus on and insights for customers to make operations more transparent • To improve customer experience I developed an escalation feature using JIRA automation, MS Power Automate and MS Forms. This standardized the process, ensured all escalations were logged and generated automatic notifications improving response time.

• Engaged to build a B2B Unified Communications as a Service (UCaaS) product in the introduction phase that provides visibility, optimization and overall technology expense management • Collaborated with sales and marketing to reduce friction and spread understanding of the product capabilities and values Key Outcomes • Tripled customer base in 6 months by implementing highly relevant features • Established clear goals and priorities, increasing team efficiency • Translated the product strategy into a detailed roadmap and development backlog, leading to the successful launch of new features

• Engaged to lead two globally distributed backend data development teams building microservice architecture IoT solutions to collect, process and enrich vehicle data and APIs to make it available for car owners and to generate highly relevant sales leads • Managed and prioritized the product backlog • Planned and ran high-level requirement workshops and documented solution architecture • Facilitated requirement refinement, estimation, sprint planning and retrospective sessions • Analysed various interface specifications • Liaised with a large number of stakeholders and vendors within and outside of Toyota group Key Outcomes • Delivered a greenfield solution for collecting and processing vehicle telemetry data, whilst managing the entire device lifecycle and complying with privacy regulations • Delivered a greenfield data pipeline for processing vehicle telemetry data, integrating various internal systems to enhance data and comply with GDPR • Created APIs to generate highly relevant sales leads and make them available for Toyota dealerships • Introduced team morale-boosting and stakeholder trust-building video demos • Coached the team in Scrum and helped resolve roadblocks • Iteratively improved processes and working practices to deliver faster • Created project health reporting and forecasting