successCX

CEO & Founder

Zendesk

Director of Customer Success

Presales Manager

BMC Software

Global Program Manager

Consulting Services Solution Manager

Senior Project Manager

Planwell Technology

Project Manager/Senior Consultant

Making CX work for your business!

Customer Experience Professional with a love of customer loyalty and red wine. 

Paul Bichsel

Rimini Street

The Director of Professional Services brings together the full suite of professional services delivered by highly specialized teams of global experts for Oracle, SAP and Salesforce systems. 
The position collaborates with all teams and entities within the organisation (such as Field Sales, Pre-Sales, Product Management and Marketing, Legal, and Client Service) to identify, structure, position and deliver Professional Services across a wide number of customers and platforms. 
The key element for success in the role is using many years of experience working through development and growth of the Rimini Street Professional Services team and structures. The position also represents a key innovation channel which shapes value propositions into offerings which range from tactical to potential new markets. 

Scope of services:
•	Cloud and database migrations
•	Interoperability and integration
•	Security strategy and hardening
•	Technology assessments
•	Roadmap and strategy
•	Observability and monitoring
•	Bespoke/custom projects
•	Staff and skills augmentation

Director of Professional Services, ANZ &SEA

Experian

Responsibilities
Head of Delivery & Project Management is accountable and responsible for providing strategic direction and leadership of a team of 70+ talented people located across A/NZ and offshore. The team delivers Experian's Decision Analytics software solutions across multiple sectors to the largest organisations in Australia.  

The overall delivery portfolio is made up 25+ programs and projects running concurrently across Australia and New Zealand. The larger programs in the portfolio are very strategic in nature and are delivered to Tier 1 organisations a drive full business transformation.

Work closely with Executive leadership team, Sales, Customer Management, Finance and HR teams to create aligned strategic plan for the continued growth of the Experian Decision Analytics business.


Achievements
Improved the team’s Engagement and Enablement score by more than 25 points
Reduced the attrition rate from 30% to just over 10% pa
Created a high performing team structure that has enable our client Net Promoter Score to increase by more than 30 points with very few detractors
YOY EBIT improvement 

Award: Sales Conference attendee (as non-Sales) 2018 and 2019
Award: 2018 Experian Business Partner of the Year APAC

Head of Delivery & Project Management

Program manager for Decision Analytics & Fraud Software Solutions

The Program Manager role is accountable for the delivery of complex software projects and programs to major Tier 1 organisations in A/NZ (such as NAB & ANZ), as well as successful Tier 2 companies. 

An important aspect to success in this role is having in-depth knowledge and experience in all parts of the delivery lifecycle for complex programs. This includes using both Agile and Hybrid project management methodologies, underpinned by building strong relationships with the client. 

The role is responsible for end-to-end program/project management, including:
- program governance
- ensuring project deliverables are achieved to the required quality within the required timeframes and budget
- engaging with senior stakeholders to build strong working relationships and secure required alignment with, and support for, the required change
- working with technical teams to create statements of works
- scheduling, controlling and leading the team to achieve the program objectives
- identifying and delivering new opportunities.

Achievements
Award: 2018 Excellence Award
Award: 2017 Experian APAC Half-Year Excellence Award

Program Manager - Decision Analytics

Accountable and responsible for the successful delivery of complex programs of work comprising multiple interdependent transformation projects. 

Working closely with the clients C-Level executive management team with a focus on maintaining a strong relationship by managing the expectations through:
 - Understand client business needs and drivers
 - Clear executive governance
 - Ensuring outcomes

In depth understanding of the business drivers and delivery of Private and Hybrid Cloud solutions. 

As a senior member of the IBM transformation team responsible for: 
 - Managing large complex programs of work
 - Governance of project delivery
 - Assurance of adherence to best practice project delivery
 - Management and mentoring of Project Managers
 - Financial and resource management and control
Achievements
 - Managed a team of 100+ project management and technical resources to successful transform the National Australia Bank mainframe infrastructure 
 - Build and deployment of multi - tenanted, fully managed private module cloud solutions
 - On time relocation of multiple Government Data Centers 
 - Managed a team of 80+ to build and deploy an extensive mail and collaboration infrastructure based on MS Exchange 2010 and mobility 
 - Managed a team of 30+ to transition a complex Oracle Infrastructure and Oracle Fusion Middleware (2500+ virtual guests) to IBM BAU support teams 
 - Gained alignment with business requirement via the creation of a service transition roadmap
-  APAC Lead for IBM's T&T Service Management delivery Center Of Excellence

Program Manager - Transition and Transformation

Tellabs

As head of the APAC Professional Services practice responsible for the delivery of a multi-million dollar program of  profitable Professional Services to major telecommunications provides across the Asia Pacific region. 

The responsibility extends to full P&L and ensuring a “balanced score card” approach to managing the Professional Services practice. 

Work closely with the sales and account management team to ensure deliver to the customer’s requirements.

Line manager to Professional Services consultants.

Director Professional Services - APAC

Netsolutions Australia Pty Ltd

Short Term Contract (4 months):
Responsible for the set-up and documentation of an infrastructure Managed Services/Outsourcing Agreement .

Consultant

Responsible for the program managment to deliver multiple inter-dependent and complex projects based on the BMC Business Service Management suite of products, with an emphasis on the Remedy IT Service Management application.

Working closely with the Account Management team to ensure customer satisfaction.

Service Delivery Manager (Telstra)

Branch Operations Manager

Responsible and accountable for the successful delivery of all projects to all Planwell’s clients in Victoria, South Australia, Western Australia and Tasmania.
 
Projects are delivered to customers across many verticals/sectors, including Telecommunications, Banking, Government, Universities, Chemicals and Consulting.

Line manager responsible for a team of highly experienced Project Managers, ITIL/Process Consultants, Technical Business Analysts and Application Developers. 

Overview of achievements:
• Expanded a small team of 6 developers into a team of over 20 professional services consultants, with expertise in ITIL processes, project management, training, support and application development.
• Implementation an ISO 9001 certified QA system for project delivery (and governance)
• Established a PMO style structure to manage team and maintain a flat structure
• Created various strategies for the teams direction
• Creation of a team able to successfully deliver 100 projects per annum.

Professional Services Manager

Total Tel International

DuPont

Desktop Support & Novell Netware Administrator

Graduate Program - Actuarial

High energy leader who inspires, motivates and develops teams of delivery professionals. 

Experienced strategic leader of Professional Services teams who successfully manages the delivery of large complex programs to Tier 1 organisations. 

Drive business growth through successful alignment of Professional Services and Sales to win and successfully deliver complex multi-million-dollar ($25M+) programs of work by setting clear expectations from the onset of the engagement.

Extensive experience leading teams to deliver complex solutions, in both IT application and infrastructure, across many sectors such as Banking, Government, Utilities, Telecommunications, Manufacturing, Chemical and Tertiary Institutions.

Experience working for software vendors, consulting practices and system integrators in Australia, Europe and the Sub-Continent.
Experience in all project and program management phases, as well as experience working with sales teams to provide new and existing client with vision and strategy, leading contract negotiations, providing executive oversight and ensuring holistic systems integration and solution delivery. 

taplio

The Battle

Paul Bichsel

Kurt Wilcox

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?