Paul Kenrick
Summary
Results-driven IT operations and delivery leader with 15 years of experience in the IT sector. Extensive experience in driving project success and delivering operational excellence. Highly skilled in solution architecture, project execution, and effective team management. Skilled in optimizing business processes, driving cost efficiency, and ensuring on-time project delivery. Demonstrated ability to cultivate strong client relationships and identify opportunities for process improvement. Committed to delivering value and exceeding client expectations through strategic decision-making and operational effectiveness.
Overview
15
15
years of professional experience
8
8
Certifications
Work History
PARTNER, CRM Strategy | Head of Global Delivery
CX100, USA
Boca Raton, FL
05.2022 - Current
- Establish the vision, strategy, and direction of the business unit.
- Develop and implement the operating plan (OP), engaging the team to drive the vision.
- Oversee and direct all aspects of the value stream team and implementation projects through effective management of internal associates, vendor partners, business partner relationships, budget, timeline and resolution of risks, impediments, or conflicts that may arise.
- Manage departmental budget for projects and business-as-usual costs. Govern overall spend of programs/projects within area of responsibility.
- Provide senior leadership support to a team of technical and functional associates responsible for implementation and ongoing support of all projects.
- Perform deep dive on critical paths project items, and implement strategies to ensure successful delivery.
- Identify staffing and skill set needs required to successfully execute departmental objectives, develop practical plans to address those needs and execute on plan.
- Evaluated productivity and quality of service and made recommendations for improvement to reach firm's short-term and long-term goals.
- Act as Subject Matter Expert in all CRM Opportunities helping customer define strategy, systems and roadmap.
- Partner with IT and business unit leaders, and their departments, to create a long-term and sustainable SAP CX roadmaps.
PRACTICE MANAGER - Consulting
DXC Technology, USA
Boca Raton, FL
02.2020 - 05.2022
- Oversees and directed team(s) of consultants to ensure the alignment, to drive the implementation of successful business initiatives for customers
- Responsible for developing the overall strategy regionally tied to the North American market, including bringing joint initiatives to market and ensuring successful programs.
- Developed and implemented a business strategy that aligns with the company's overall goals and objectives, including tactics for improving customer satisfaction, loyalty, and retention.
- Developed and owned the business plan for the SAP Alliance
- Liaise with cross-functional team to bring offerings to market: work with sales to build and manage pipeline for partner offering.
- Highest point of escalation for all architecture or delivery challenges
- Drove long-term value for the Alliance channel through a combination of innovation and execution
- Provided business consulting, best practices, leadership, of SAP business and technical know-how, to quickly build credibility with customers
- Set clear objectives for team members, ensuring their individual growth in alignment with the business goals
PRACTICE MANAGER - Consulting
DXC Technology, Australia
Melbourne, VIC
04.2016 - 02.2020
- Lead, mentored, and grew a team of 35 consultants specialized in the SAP CX Line of Business, overseeing all operations in Australia and New Zealand.
- Develop and manage a sales pipeline of consulting and services customers.
- Drive the achievement of Solution Line Performance targets, focusing on improved gross margin.
- Developed & implemented of a set competencies, values, and behaviors within the team.
- Provided expert guidance, leadership, and high-quality delivery on project engagements and customer interactions.
- Lead the identification and development of innovative solution line offerings for SAP Sales, Service & Marketing, staying ahead of market trends.
- Evaluated engagement estimates to ensure alignment of solutions, effort, and expertise with commercial terms and client requirements.
- Oversaw sales forecasting and reporting activities, monitoring performance against targets and implementing corrective measures when needed.
- Developed and executed a comprehensive Practice plan, including strategies to enhance team capabilities and drive growth.
- Generated intellectual capital by capturing and documenting best practices and insights for future reuse.
- Stay abreast of emerging technologies, market trends, and industry developments, providing strategic insights and recommendations to the team and clients.
PRACTICE MANAGER - Consulting
Fujitsu Consulting, Australia
Melbourne, VIC
12.2014 - 04.2016
- Developed Fujitsu's SAP Customer Engagement offerings to meet client business needs
- Managed all pre-sales activity for the solution line.
- Monitored and analyzed revenue and gross margin performance for customer engagement projects
- Conducted financial analysis to evaluate the profitability and return on investment of SAP Customer Engagement offerings
- Collaborated with finance and accounting to develop financial models and forecasts for customer engagement projects
- Ensured that all projects were aligned with financial objectives and contributed to customer satisfaction and profitability.
- Implemented performance-based incentives and reward systems to motivate staff and drive financial results
- Evaluate and improve the financial effectiveness of pre-sales activities in driving revenue and profit
- Established financial targets and benchmarks for the CRM Practice and track progress against them
- Analyzed financial metrics to identify trends, opportunities, and risks in the CRM Practice
- Provided financial insights and recommendations to senior management for strategic decision-making.
PRINCIPAL CONSULTANT - SAP CRM
Fujitsu Consulting, Australia
Melbourne, VIC
07.2013 - 11.2014
- Manage and provide guidance to a team of 28 consultants, both onshore and offshore, including professional and career development planning.
- Guide Functional Leads in developing high-quality solutions for clients.
Foster and manage client relationships, collaborating with all business units to develop complex solutions. - Ensure optimal resource utilization by effectively managing resources.
- Assist the CRM Practice Lead in managing pre-sales activities.
- Continuously enhance team performance and deliverables through adherence to best practices and standards.
- Champion thought leadership and facilitate knowledge sharing among clients and internal teams.
- Identify and capitalize on growth opportunities by working with new and existing clients to expand the pipeline.
- Design, document and implementation of SAP solutions.
- Drive internal training and capability development in emerging SAP technologies.
- Create and deliver Proof of Concepts to showcase the potential of emerging SAP CRM technology.
SENIOR CONSULTANT - SAP CRM
Fujitsu Consulting, Australia
Melbourne, VIC
09.2009 - 07.2013
- Facilitated workshops, gathered requirements, and translated them into technical specifications.
Extensive hands-on experience in configuring SAP CRM solutions. - Lead SAP CRM solution design and technical documentation.
Sound technical knowledge of SAP CRM, SAP SD, and SAP EAM. - Managed SAP CRM/ECC master data creation and maintenance, including Business Partner/Customer Master Data, Marketing Attributes, Product Master Data, Pricing Conditions, Organizational Master, and Territory Management for multiple customers
- Expertise in monitoring middleware between ECC and CRM for master and transactional data replication.
- Service Management configuration including Installed Base, Service Agreements, Service Contracts, Field Service Management, Repair Order, Complaints, Work Order Management, Customer Service Order Confirmation, and CRM Billing Processes.
- Configured key master data and basic functions such as Business Partners, Product, Organizational Model, Territory Hierarchy, Partner/Text/Date Determinations, Actions, Transaction Types, and Item Categories.
- Hands-on experience in configuring the Sales Cycle, including lead, Opportunity, quotations, contracts, orders, delivery, and billing.
- Configured Marketing functionalities like Marketing attributes, Segment Builder, Target Groups, and Campaign Management.
- WebUI configuration, including Navigation Area, Work Centers, Authorizations based on defined Business Roles.
- Excellent integration skills, with practical experience in integrating SAP CRM and ECC Systems.
Conducted FIT-GAP analysis, to finalize system design requirements,
BUSINESS SYSTEMS ANALYST
Spotlight Retail Group
Melbourne, VIC
08.2008 - 08.2009
- Partnering with Spotlight and Anaconda business process owners to understand and define problems, issues and opportunities to improve the Marketing stream of the organization.
- Reviewing and analyzing existing applications effectiveness and efficiency, and then developing processes and strategies for improving or leveraging these systems.
- Responsibility for the design, development, and implementation of software across the specific business function including SAP CRM and legacy systems.
- Capturing business requirements and preparing appropriate documentation for the execution of changes, developments and vendor engagements.
- Evaluating, configuring, developing and deploying new applications, systems software, products, and/or enhancements to existing applications throughout the enterprise.
- Providing 3rd level support of existing applications and systems including incident management and root cause problem resolution
- Developing and executing test plans and scripts to ensure correct operation of upgrades, changes and new developments.
- Maintaining accurate and timely update of technical documentation
- Liaising with Spotlight's software suppliers for prompt rectification of any problems or emergencies.
- Project managing the delivery of Tier 2 & 3 application projects and working with PMO to plan and deliver Tier 1 major initiatives.
- Supporting other Process Analysts and mentoring 2nd level support staff .
Education
BBA - Marketing
Swinburne University of Technology
Melbourne, VIC09.1997
Skills
- IT Strategy
- Budgeting and Expenditures
- Solution Advisory
- Consultative Selling Techniques
- Business Objective Analysis
- Program Management
- AGILE Delivery
- Analytical and Critical Thinking
- Team Recruiting and Onboarding
Accomplishments
- Successfully led the consulting and delivery teams, resulting in a significant increase in client satisfaction scores and repeat business.
- Implemented streamlined project management processes and methodologies, resulting in improved project efficiency and timely delivery of solutions.
- Developed and executed a strategic growth plan, leading to a notable increase in gross margin and expansion of the consulting and delivery business.
- Built and nurtured high-performing teams, resulting in improved employee engagement, reduced turnover, and increased productivity.
- Implemented quality assurance measures and best practices, resulting in improved service quality and client satisfaction.
- Successfully managed large-scale, complex projects with multiple stakeholders, ensuring on-time delivery and adherence to budgetary constraints.
- Developed and implemented a robust talent development and succession planning program, resulting in a highly skilled and capable consulting and delivery team.
- Collaborated with sales and business development teams to identify new business opportunities and successfully secured key consulting and delivery contracts.
- Led the successful integration of new technologies and methodologies into the consulting and delivery processes, resulting in enhanced service offerings and improved client outcomes.
- Established strong client relationships through effective communication, stakeholder management, and the delivery of high-quality consulting and delivery services.
Certification
- Certificate IV in Project Management - Australian Institute of Management
- Implementing Continuous Improvement – Australian Institute of Management
- Strategic Leadership – Australian Institute of Management
- Business System Analysis (Essential Techniques) - Thomsett Business School
- SAP Application Associate – SAP CRM7.0, SAP Australia
- SAP TCRM10_92 - CRM Fundamentals 1 + 2, SAP Australia
- SAP SCM600 - Business Process in Sales Order Management– SAP Australia
- Salesforce Certified Administrator.
- HubSpot Sales Certified
Timeline
PARTNER, CRM Strategy | Head of Global Delivery
CX100, USA
05.2022 - Current
PRACTICE MANAGER - Consulting
DXC Technology, USA
02.2020 - 05.2022
PRACTICE MANAGER - Consulting
DXC Technology, Australia
04.2016 - 02.2020
PRACTICE MANAGER - Consulting
Fujitsu Consulting, Australia
12.2014 - 04.2016
PRINCIPAL CONSULTANT - SAP CRM
Fujitsu Consulting, Australia
07.2013 - 11.2014
SENIOR CONSULTANT - SAP CRM
Fujitsu Consulting, Australia
09.2009 - 07.2013
BUSINESS SYSTEMS ANALYST
Spotlight Retail Group
08.2008 - 08.2009
BBA - Marketing
Swinburne University of Technology
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