Summary
Overview
Work History
Education
Websites
Certification
Personal Information
Skills
Software
Affiliations
Work Availability
Languages
Timeline
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Richard Armitage

Richard Armitage

Morrison,Colorado

Summary

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Professional program management professional with proven track record in leading complex projects and driving impactful results. Strong focus on team collaboration, ensuring dependable performance, and adaptability to evolving needs. Expertise in strategic planning, resource allocation, risk management, and stakeholder engagement, coupled with exceptional problem-solving and leadership abilities.

Experienced with leading customer success initiatives and managing service delivery. Utilizes strong problem-solving and communication skills to meet client needs. Track record of fostering productive client relationships and ensuring high service standards.

Overview

10
10
years of professional experience
3
3

Professional Project Management Certifications

Work History

Contract Program/Project Manager & Expert Witness

Armitage Associates Limited
Remote, Colorado
01.2023 - Current
  • Company Overview: Consulting firm offering contract Program & Project Management and Expert Witness services.
  • Contract Consultant Program Manager and Expert Witness
  • Retained as a Testifying and Consulting Expert Witness on two complex SAP S/4HANA Public Cloud project failures.
  • Responsible for on time, on budget delivery of technology projects as a client-side project and Program Manager for multiple clients including:
  • DwyerOmega Engineering – SAP S/4HANA Public Cloud migration project
  • The State of Colorado, Office of Information Technology (OIT) – managed multiple internal and vendor led projects supporting Colorado Department of Labor and Employment (CDLE)
  • Western Union, - ION Treasury Wall Street v8 upgrade and Agent Onboarding projects
  • Consulting firm offering contract Program & Project Management and Expert Witness services.

North American Services Delivery Manager

DXC Luxoft (USA)
Remote, Colorado
07.2022 - 12.2022
  • Company Overview: Global IT Services Company offering banking and financial services solutions. Temenos Global Partner.
  • Services Delivery Manager for Temenos SaaS and on-prem implementation, managed upgrades, and migration projects.
  • Plan, direct and control Temenos Transact and Infinity portfolio projects and support other divisions as necessary.
  • Support business development, sales and pre-sales to identify, qualify and pursue multiple pipeline opportunities.
  • Manage client and prospect relationships from first level staff to C-Suite communicating status of complex legal and multinational commercial issues.
  • Collaborate as an Opportunity Manager on estimates and RFPs.
  • Help manage and define client, vendor/partner, and team KPI’s and seek opportunities for continuous improvement in process, methodologies, benchmarking, and other measurable success metrics.
  • Collaborate with globally dispersed peers to improve delivery processes, metrics and SOPs.
  • Provide reliable staffing and financial forecasting to Professional Services management.
  • Global IT Services Company offering banking and financial services solutions. Temenos Global Partner.

Senior Customer Success Manager

Temenos (USA), formerly Avoka (USA)
Broomfield, Colorado
04.2021 - 06.2022
  • Company Overview: Global software developer offering enterprise Saas end-to-end software banking and financial services solutions.
  • Customer Success Manager for Temenos Infinity and Transact product lines.
  • Responsible for two largest and most strategic US clients, PayPal Credit and Commerce Bank as Senior Customer Success Manager managing annual recurring revenue of over $45m.
  • Concurrently provided Program Management support for legacy clients as a billable Account Manager.
  • Supported the Sales org coordinating new prospects, renewals and identifying other upselling opportunities.
  • Helped negotiate and close SaaS and on-Prem opportunities and represented the organization to external clients.
  • Tracked contractual KPIs and SLA statistics. Collaborated with clients to develop and improve other relevant, value-added metrics to improve mutually beneficial volume throughput while reducing errors, timeouts and payouts.
  • Saved $10m in potential SLA penalties over two years by monitoring and resolving problem areas and avoiding future penalties by highlighting and providing solutions for ignored areas of exposure and risk.
  • Facilitated and significantly contributed to daily and weekly status meetings, ad-hoc escalation calls, monthly Steering Committee and Change Control Board meetings. Planned and led Quarterly Business Reviews – both pre and post go-live engagements for US and international Clients.
  • Tracked outstanding JIRA incident/trouble tickets and root cause analysis documents as part of Service Delivery.
  • Drove adoption of multiple Customer Success metrics including adopting ChurnZero and tracking NPS, CSAT and other critical tools to measure success criteria and goal attainment.
  • Global software developer offering enterprise Saas end-to-end software banking and financial services solutions.

Senior Project/Program Manager

Temenos (USA), formerly Avoka (USA)
Broomfield, Colorado
12.2017 - 04.2021
  • Company Overview: Global software developer offering enterprise Saas end-to-end software banking and financial services solutions.
  • Program Manager for several multi-year, complex, Enterprise SaaS and on-Prem omnichannel digital transformation projects in the US, UK, and Mexico.
  • Provided project management and TPCS (Temenos Project Consultancy Services) governance for multiple international bank and credit union clients generating over $9m Services and over $7m in recurring software licensing, hosting, maintenance/support, and transactions revenue annually.
  • Supported Vendor Management Office and channel partner resources, sales, pre-sales, finance, and operations.
  • Mentor to junior project managers and guided employee and contractor technical resources through internal skills development training and provided detailed performance reviews.
  • Authored Change Requests, negotiated renewals, and wrote SOWs. Identified, and pursued Professional Services expansion/upsell prospects. Assisted sales and pre-sales teams with business cases, demos and RFI/RFP proposals.
  • Approved time sheets and invoices for vendors, partners, and clients. Ensured subsequent collection of the same.
  • Had full P&L responsibility for clients and managed both fixed cost, cost+ and billable/open-ended projects. Met and exceeded revenue goals and projects were delivered on time and held within approved budgets.
  • Guided C-Suite interactions and led escalation calls, Steering Committee meetings and Quarterly Business Reviews for largest client base including HSBC, Citi and Citibanamex, BMO Harris, City National Bank, Cal Coast CU and others.
  • Recipient of the prestigious C-Level Award for collaboration, leadership, innovation and performance.
  • Global software developer offering enterprise Saas end-to-end software banking and financial services solutions.

Consulting and Testifying Expert Witness, ERP Consultant

Armitage Associates Limited
Remote, Colorado
06.2017 - 12.2017
  • Company Overview: Consulting firm offering ERP software Program & Project Management, IV&V and Expert Witness services.
  • Program & Project Management Subject-Matter Expert.
  • Served as a SEAK trained consulting and testifying expert witness supporting eDiscovery, research, report writing and rebuttal reports for two international failed project expert witness cases.
  • In Mexico City, Mexico - Bufete Asali S.C. for Groupo Logistics S.A. de C.V. and
  • In Sydney, Australia – BraddonMarx Lawyers for Dyldam Developments Pty.
  • Independently evaluated several projects for as an IV&V (Independent Verification and Validation) consultant. Projects reviewed to ensure adherence to project management best practices and to evaluate project recovery.
  • Consulting firm offering ERP software Program & Project Management, IV&V and Expert Witness services.

Senior Manager – Client/Professional Services

Panorama Consulting Solutions
Denver, Colorado
10.2015 - 06.2017
  • Company Overview: Consulting firm offering Expert Services and Contract Project Management and ERP software selection services.
  • Project Case Manager offering Expert Services, Project Recovery, ERP Selection & Implementation, and IV&V services.
  • Project and Case Manager for all Expert Services accounts. Responsible for eDiscovery methodology/direction and determining case strategy, research, report content & report delivery and all client communication with counsel.
  • Supported Business Development and Sales. Built relationships with a network of cross-functional experts and law firms specializing in software litigation.
  • Built SCO presence by contributing to marketing efforts with Webinars, blogs and authoring white papers.
  • Managed engagements worth over $1.2bn in damages claims, generating over $3m in revenue in under two years.
  • Developed Panorama’s Expert Witness and IV&V (Independent Verification & Validation) methodologies. Aligned those with commercial methodologies using the PMI PMBOK guide best practices and standards as a guide.
  • IV&V Project Manager and Senior Consultant on multiple ERP Selection, Change Management/Business Process Improvement projects.
  • Mentored junior consultants and provided detailed performance and development recommendations.
  • Consulting firm offering Expert Services and Contract Project Management and ERP software selection services.

Education

MBA - International Business / Strategic Management

US International University (USIU)

BS - Dual minors: Marketing / Finance

US International University (USIU)

Certification

  • PMP Project Management Professional, Project Management Institute (PMI), #1722989, 2014-01-01
  • PRINCE2 Registered Practitioner, PeopleCert (formerly Axelos Global Best Practice), GR634048680RA, 2017-01-01
  • SAP Certified Associate – Project Manager, SAP Activate, (C_ACT_2403), 2024-01-01
  • P3O Foundation, PeopleCert (formerly Axelos Global Best Practice), GR645011604RA, 2025-01-01

Personal Information

Nationality: Dual US and UK Citizen

Skills

Customer service

Team leadership

Time management

Decision-making

Verbal and written communication

Complex Problem-solving

Staff training and development

Staff management

Task delegation

Goal setting

Documentation and reporting

Relationship building

Strategic planning

Project management

Cross-functional teamwork

Project planning

Customer relationship management (CRM)

Staff development

Business administration

Product management

Budget control

Business planning

Key performance indicators

Stakeholder management

Vendor management

Change management

Resource allocation

Teamwork and collaboration

Managing operations and efficiency

Customer relationship management

Negotiation and conflict resolution

Process improvement

Employee coaching and mentoring

Training and development

Work Planning and Prioritization

Team development

Organizational skills

Excellent communication

Attention to detail

Adaptability and flexibility

Positive attitude

Risk management

Contract management

Sales goals

Information technology management

Key account management

Customer retention

Data analysis

Disaster recovery

Business intelligence

Project management expertise

IT service management

Presentations and public speaking

Internal communications

Requirements gathering

Analytics

Competitive benchmarking

Customer proposals

Software testing

Active listening

Client relations

Customer relationship building

Customer account management

CRM software

Sales support

Customer satisfaction measurement

Escalation management

Service level agreements

Problem-solving

Adherence to high customer service standards

Team building and leadership

Handling escalations

Deadline oriented

Product knowledge

Customer focused

Project coordination

MS office applications

Critical thinking

Flexible and adaptable

Scheduling and planning

Budgeting and resource management

Cross functional team builder

Financial analysis

Variance analysis

KPI development

Software

JIRA

ChurnZero

MS Project

OneNote

MS Office Suite

SAP Public Cloud

Asana

Affiliations

  • Project Management Institute
  • PeopleCert /Axelos

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Native or Bilingual

Timeline

Contract Program/Project Manager & Expert Witness

Armitage Associates Limited
01.2023 - Current

North American Services Delivery Manager

DXC Luxoft (USA)
07.2022 - 12.2022

Senior Customer Success Manager

Temenos (USA), formerly Avoka (USA)
04.2021 - 06.2022

Senior Project/Program Manager

Temenos (USA), formerly Avoka (USA)
12.2017 - 04.2021

Consulting and Testifying Expert Witness, ERP Consultant

Armitage Associates Limited
06.2017 - 12.2017

Senior Manager – Client/Professional Services

Panorama Consulting Solutions
10.2015 - 06.2017

MBA - International Business / Strategic Management

US International University (USIU)

BS - Dual minors: Marketing / Finance

US International University (USIU)

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