Reporting into Global Head of Customer Platforms, I had the responsibility for the Global Enterprise ownership of Hilton's customer data, responsibilities include:
$2m budget ownership
Transformation of the customer data platform to the cloud
Own strategy and Innovation of platform features
Owner of the Sprint development process (agile)
Global Privacy Compliance implementation (Privacy by design) working with DPO (Data Protection office) & Data Governance to ensure accuracy.

I was leading a team who are responsible to our enterprise and customers to ensure existing platforms covering our global CRM, personalisation and content was being consistently delivered across all customer channels whilst implementing transformation around process efficiencies and innovation capabilities to optimize the product offering.
I had the responsibility for the improvement of our existing $8m Martech platform

Reporting into the VP of Global New Revenue Development, our intra-penurial product and strategy team focused on global innovation, focused on building digital and physical products/platforms to create incremental benefits and $ value to our customers & brands. Ultimately establishing Hilton as global publisher and media owner through which we connected directly with our customers to drive incremental opportunities.

Priority is engagement with various outsourcers who provide services to Hilton Worldwide in Europe including engagement with multiple providers.
Consistently working on transformative approaches to improve internal and external processes, reduce operational waste and technical debt whilst improving the customer experience.
Thrown into ensuring support of the 2012 London Olympics across our estate and implement suitable support models and service strategies to minimise disruption.

Devised and implemented a standard support model for all AOL International Partners, suppliers and providers for Technical engagement. Providing end to end communications and escalation paths.
Implemented AOL's standard support model for all UK Advertising development requests. Allowing development team to focus on other priorities.
Engaged with multiple support groups to document a single support process for technical engagement across all media platforms.

Role focused on 2 key activities:

The implementation and delivery of an outsourced Global IT Service Desk (based in India) supporting a number of the firms offices within Europe, Asia and UAE.

Maintaining an onshore ITSC service, realising efficiencies and improving processes and productivity.

Leading Clifford Chance's IT Service Delivery function responsible for our outsource partner in Bangalore and the services delivered from our captive centre in Delhi.

Pan European role which involve responsibilities for the provision of services for European portals, channels and internal services.
Working within a global support model and building standardised support processes/practices to ensure support practices are adopted by all users, customers and 3rd party suppliers.

IT Backoffice analyst
Knowledge manager
Operations Manager
Service Delivery Manager