Belron® 

Accountable for change management, business readiness & adoption across the Technology & Transformation (T&T) portfolio. Member of T&T Senior Leadership Team.

Head of Global Change & Readiness

Emerge Management Consulting

Delivering real business results using a human-centered approach. Current projects include:
• Global Change Lead across multiple transformation programmes for an international vehicle glass replacement & repair organisation
• Transformation Lead for a large public sector department. Using a data-driven approach to define the change strategy, service model and channel shift approach
• Defining the growth & marketing strategy for multiple SMEs to enhance their brand and generate additional revenue

Director

Accenture

My focus was on major customer experience and business transformation programmes with core roles including:

• Customer Experience Transformation & Cost Reduction Programme - Mobilised a data-driven operational desk function using predictive analytics and machine learning to proactively resolve customer issues and identify £Xm efficiency savings. Established the PMO function, delivering agile governance and commercial management across 120+ resources
• Customer Service Strategy – led the assessment of a global £Xbn contact centre contract, covering multiple customer channels, segments and countries
• GDPR Business Readiness & Change - led all business critical change and readiness activities to drive data compliant behaviour ahead of the imminent EU GDPR deadline

Strategy & Consulting Manager (Comms & Media)

My focus was on major B2B transformation programmes and core roles included:

• B2B Digital Agile Transformation - managed the customer experience team in a digital transformation programme, defining the overall customer experience framework and strategy 
• B2B Sales Transformation (Pegasystems) - led the agile delivery and global rollout of Pegasystems platform across 1000 users. Responsible for managing a team of 30+ resources to deliver all onboarding, support, training and comms. 
• Digital Strategy Design (B2B) - designed the overall customer experience and capability roadmap
• eCommerce International Deployment - led all European market onboarding, readiness and engagement for an eCommerce deployment
• B2B Sales Transformation (Salesforce.com) - designed the overall sales and governance requirements for a global Salesforce.com deployment

Management Consultant (Comms, Media & Technology)

My focus was on a B2B Global Sales Transformation programme (award winning international Salesforce.com deployment) and my core responsibilities spanned the end-to-end delivery lifecycle.

I managed end user training, change, comms and operational readiness activities across multiple releases, ~24 markets and ~20,000 users. I developed a multi-tiered global support model and ticketing tool spanning ~60 agents & led deployment go live activities.

Consulting Analyst (Comms, Media & Technology)

Accepted within a cohort of ~20 interns, my core responsibilities included: market analysis, global pipeline support, process definition and programme risk management

Internship

I Help Transform Businesses with Real Consulting

I spent my entire career as a Management Consultant at a leading global consulting firm. During this time, I helped to successfully transform some of the world's best companies. I led award winning transformations & delivered multi-million pound savings for global leaders including Vodafone, Telefonica, Openreach, BT and Canon.

During 2020 when COVID struck, I decided to take a leap of faith in myself and become an independent consultant. I haven't looked back since.

I now help to transform small, medium and large businesses using my breadth of cross industry expertise alongside my human & wellbeing centred approach.

For large businesses, I deliver the following:
• Business, Digital and Agile Transformation
• Business Change Management & Readiness 
• Programme and Project Management
• Customer Experience and Capability Design
• Data Driven Consulting, Analytics & Insights

For small & medium businesses, I deliver the following:
• Defining a winning business strategy
• Growing sales, marketing & engagement
• Enhancing brand and social media presence
• Improving operational processes & identifying cost reduction opportunities
• Business coaching & mentorship

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Some feedback extracts I received during my career - from client, managers & team members

"Shiv’s an excellent person to work with, a hard worker who is able to switch from task to task seamlessly. He is personable and data focussed and has that rare skillset of knowing the detail yet being a truly innovative and strategic thinker"

"Shiv is an absolutely joy to work with. He has the rare ability of being able to drive tangible client results in a truly human way - an example we should all strive to follow"

"Shiv is calm under pressure which is key in managing teams especially when work needs to be produced under tight deadlines and when there are problems that need to be quickly escalated and solved"

"Shiv has been an exemplary leader and coach - he has had a major contribution to my learning, growth and success. He always has been and continues to be a very forward thinking and innovative leader"

"It’s rare to come across talent like Shiv. I was particularly impressed by Shiv’s ability to handle even the toughest of projects effortlessly and deliver high quality results every time"

"Shiv has such a strong reputation for making a positive impact for his clients and for our business. He's is always a safe and trusted pair of hands, and can always work to help solve some of our client's most challenging endeavours"

Shiv Singh

Vodafone

Senior Programme Manager

O2 (Telefónica UK)

Project Manager

Pegasystems

Project Delivery Lead

Three UK

Customer live migrations of PAYG customers from legacy billing systems to new IT Suite using an API Migration engine technology.

Senior MIgrations Consultant Customer Mgrations - Telco

VRP Consulting

Working directly into MD designed GTM for Telco Practice.
•	Designed a VRP Salesforce Vlocity TELCO Digital Transformation Playbook 
•	Built upon the VRP delivery framework and applied  it to Vlocity Telco industry programs

Delivery Director Digital Transformation Vlocity Practice

Micro Focus

Stabilised programme shifting from Red to Green, governance implementation & shift to agile delivery.

Oversaw closure of programme’s design phase, while securing next phase of programme via key governance. Forged and managed stakeholder relationships with leading IT and business vendors.
•	Conceptualised, developed, executed, and monitored programme/project by defining project objectives and determining scope while complying with set constraints.  
•	Converted delivery methodology from waterfall to agile for attaining optimal level of customer satisfaction and delivery targets.

Senior Program Manager

Migration of 1.6m B2B customers, enabling self-serve improvements from -10% to +50%, shifting NPS by +12 & reduction in Opex of 2% within forecasted operational tolerance across the care estate.

Responsible for transformational programme leadership, positively impacting shareholder value
• Directed billing platform consolidation,  without service interruption
• Full programme lifecycle management, including planning, scope, budgeting and support
• Leadership and motivation of a headcount of 120+ staff, managed via 12 direct reports & Vendors
• Proactively resolved complex technical issues across IT and the entire customer base
• Managed critical stakeholder relationships across IT, the wider business & key vendors

Senior Programme Manager- Billing Platform Consolidation

Responsible for programme leadership, delivering a major contract lifecycle management initiative, enabling a transition from 0% self serve to 32%, headcount redirection +20 facilitating smart renewals reducing loss of business by 2% and reduction  in retention investment by £800k

• Oversaw the digitisation and radical enhancement of legal contracts for enterprise clients
• Managed C-level stakeholders, and resolved company-wide IT / technical issues
• Leadership and motivation of a multi-functional team of programme and support staff
• End-to-end programme & project delivery, including planning, scope, budgeting & reporting
• Pioneered automation and digital tagging to enable more agile contract renewal process
• Completed the programme, and spearheaded key governance to secure ‘go-live’ status

Programme leadership & delivery of a complex business-led global transformational change initiative to enable commercial quotes through 1SF. Reduction in time to revenue by 72%, enabling a shift to margin targets resulting in improved margins of +18%


• Instrumental in an Oracle Configure Price Quote (CPQ) roll out across EMEA, through client relationships with VF Group Markets.
• Led major projects that delivered diverse outputs to drive strategic enterprise change
• Developed a business case to enable cost effective and benefit driven project schedule
• Pioneered dependency management and quality assurance to effectively mitigate any risks
• Engaged with key stakeholders to ensure collaborative approach to robust cost management
• Spearheaded a programme-wide critical enterprise transformation governance process
• Transition from rewards-based on volume sold to 'value added' resulted in revenue/margin growth

CPQ Global Programme Manager

Managed multiple business-critical transformation programmes, including Salesforce implementation, enabling full visibility of sales pipeline, performance improvement & automation of forecasting

• Directed sales platforms, de-commissioning programmes & strategic solution replacement
• Led billing platform consolidation, product rationalisation and multi-channel strategy projects
• Led the delivery of multiple key requirements to ensure technology and business readiness
• Deployed Salesforce CRM in the UK, the 1st market to ‘go-live’ within wider global programme
• Effectively-led complex negotiations with vendors & SI’s for programme budgets up to £20m

Head of Business Change - Leadership of Transformation Function (14 DR's)

Responsible for sales effectiveness, performance management and multiple incentive programmes including GTM following the acquisition of C&W

• Oversaw all sales tools (SFDC, Sales event planning & performance reporting activity
• Led incentive strategy development to enhance productivity & generate increased revenue
• Pioneered use of Salesforce to translate pipeline data into accurate forecasts, driving sales

Head of Sales Strategy & Planning

Responsible for all aspects of commercial operational leadership, delivering organisation wide change that enabled a shift in trading from measuring connections to value in/out. Resulting in margin improvement on year 1 of £144m

• Commissions Strategy and Operational Delivery
• Base segmentation and base management implemented 
• Secured positive retention ARPU through the development of value based MI
• Championed the effective implementation and delivery of innovative business strategies

Head of Commercial Operations B2B

Responsible for the effective management of organisational design project for a functional unit
• Conducted review of all products, advised on whether to cease or continue recommendations
• Successfully reduced headcount from 105 to just 61, securing significant savings of £1.8m+

Operations Manager

Sales Manager / Corporate Account Manager

Programme Director, proactive, innovative and commercially-astute, with extensive experience of leading global transformation programmes within FTSE-100 organisations.

Internationally-experienced, having delivered multiple projects & programmes across EMEA

A driven self-starter, enjoys working under pressure and in challenging situations, able to rescue, recover and remedy troubled programmes, and improve performance, applying sophisticated problem solving skills.

Collaborative approach to successful transformational change, engaging with stakeholders at C-level & 3rd parties to understand changing business requirements and how new technologies must align with business strategy.

Inspirational as a Business Leader, leveraging an ‘open’ management style to ‘bring everyone on the journey’, developing teams and improving programmes & company performance. Experienced in managing major budgets and teams.

Experience of driving enterprise-wide business change management, PMO / programme governance, matrix management structures, new ways of working, operating model transition, complex issue resolution & delivery of increased shareholder value.

Extensive experience of implementation within Cloud environments, including CPQ, Salesforce and Siebel CRM solutions.  

Trusted advisor in the successful delivery of restructuring, outsourcing, process change and organisational redesign initiatives.

taplio

The Battle

Shiv Singh

Sarah Louise Gallagher MBA

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