Nick Grinfeld

[email protected] • 07980 804696 • Woodford Green, Essex IG8 7NW
LinkedIn: https://uk.linkedin.com/in/nick-grinfeld-24489716

PROFESSIONAL SUMMARY

Dynamic Operations Director with extensive experience in driving transformation and operational excellence within SaaS scale-ups. Proven track record of leading cross-functional teams to achieve a 30% increase in efficiency and a 25% reduction in operational costs over the past two years. Adept at aligning technology with business objectives to deliver complex programs that enhance service delivery and customer satisfaction. Passionate about leveraging strategic insights and stakeholder engagement to foster innovation and growth in senior leadership roles.

WORK EXPERIENCE

OPERATIONS DIRECTOR
05/2024 - Present
RETAIN INTERNATIONAL , LONDON
• Leading the Customer Success, Service Delivery, Professional Services, Project Management, DevOps and Infrastructure Support teams
• Direct Account Management of all Retain Enterprise clients with a combined 1 million users and contributing circa £7.5 million annual revenue
• A member of the Senior Leadership Team contributing to strategic direction, growth and operational efficiency
HEAD OF DELIVERY
01/2022 - 05/2024
RETAIN INTERNATIONAL , LONDON
• Leading the Project Management, Professional Services and Implementation Consultancy teams for Retain International delivering projects and services to global clients
• Full accountability for process definition/execution, reporting and commercial management
• Account and Relationship manager for Retain’s largest customer, one of the Big Four global accounting firms with approximately 300,000 Retain users, generating £400k of additional revenue within 6 months
• Accountable for the delivery of the Retain Cloud development roadmap with a capital budget of £3.4m in 2022 (design, development, test, release)
Head of Supplier Management (Transport for London)
08/2021 - 01/2022
Capita , London
• Responsible for the coordinated delivery of multiple externally provided applications and interfaces into new MS Azure environments across multiple geographic regions in support of the successful delivery of London’s Ultra Low Emissions Zone (ULEZ) Expansion Programme
• Leading a team of 10 dedicated Supplier Managers and sub-teams
• Part of the programme’s Senior Leadership Team (including the Managing Director and CTO) supporting overall planning and direction
Programme Director (UK Ministry of Justice)
11/2020 - 08/2021
Capita , London
• Requested to join the Senior Leadership Team to drive the completion of a major IT and business transformation programme
• Providing strategic intervention and direction for programme workstreams that were previously significantly at risk including the Agile software development of new products into a waterfall delivery plan and the future release pipeline
Enterprise IT Programme Director (Smart DCC) (Dual Role)
01/2020 - 11/2020
Capita , London
• Leading delivery of Enterprise IT separation programme for telecommunications company (Smart DCC – the UK’s Smart Meter provider) including new LAN, EUC solution, MS Azure/O365 instance, service management model and service adoption
Programme Portfolio Director (Capita Internal) (Dual Role)
01/2020 - 11/2020
Capita , London
• Overseeing the portfolio of programmes delivering projects to all other Capita businesses
• Responsible for portfolio leadership of a team of Programme Managers including providing commercial/governance direction, supporting issue resolution and monitoring financial governance
• Supporting Account Directors in the development and realization of growth opportunities
SENIOR MANAGEMENT CONSULTANT
01/2019 - 01/2020
PwC , London
• Part of Government and Healthcare Technology Consulting, also working across Private and Finance sectors
• Managing the Finance Transformation of the Global Functions (Global Technology, Global Finance Operations, HR Transformation and Finance Transformation) of a large global media company, Dentsu Aegis, as part of a £120m programme
• Supported the production and submission of tender responses for government bodies from the rail, defense and local government sub-sectors
• An active member of the Digital and Technology Transformation community of practice
Programme Director – IT Transformation
08/2018 - 01/2019
Capita , London
• Responsible for the transformation of internal support services across the Capita Group, working directly with the Group CIO
• Full ownership of programme business case, governance, cost, revenue and margin
• Implementation of new cloud-based end user computing platform based on Microsoft technologies leveraging advanced AI, automation and zero touch deployment capability
• Definition and implementation of new Target Operating Model (TOM) and standardized business processes for IT support services, integrating multiple separate support functions and driving significant cost savings across the Capita Group
• Managing team of Programme Managers, Solution Directors, Project Managers and Architects
Programme Director – Central Government
02/2016 - 08/2018
Capita , London
• Member of the Capita IT Enterprise Services Programmes and Projects Senior Management Team contributing to: team strategy, leadership and direction; team objective and target setting
• Managing team of Programme Managers, Project Managers, Planning Managers and Architects
• Ongoing role managing Central Government Transformation Programme detailed below
• Negotiated contract realignment, programme replanning and major change projects
• Provided direct interface with Business Transformation and Change functions
• Full ownership of programme cost, revenue and margin (exceeding business targets in each year)
Programme Manager
08/2014 - 02/2016
Capita , London
• Managed ICT delivery of a major Central Government Transformation programme with a budget circa £15m
• Provided functional management of a team of approximately 50 professionals covering Agile development, testing, data centre implementation, network/telephony implementation, end user computing, information security/assurance, service management and service transition
• Effectively managed internal and external stakeholders including customers, partners and vendors
• Provided Board level representation and reporting
Technical Architecture and Development Manager
04/2013 - 08/2014
L.B. Hackney
• Managed the Technical Architecture and Development team including Enterprise Architects, Technical Architects, Project Managers and Security/Risk specialists
• Owned all aspects of design, development, assurance, security, standards and compliance for the ICT Enterprise Architecture and Infrastructure including voice and data networks, server, SAN and desktop technologies, operating systems, virtualisation technologies, software tools and services, data centres, applications and service hosting, databases, telephony services, office print services, security, disaster recovery and business continuity
Technical Projects Manager
10/2007 - 04/2013
London Borough of Hackney
• Managed all corporate IT enterprise projects and programmes
• Defined and implemented Target Operating Model for new in-house support service
• Specified, procured and implemented of complete service management toolset
• Defined implemented and managed the delivery of ITIL based support processes and procedures
• Owned the delivery of ICT and information security management for the organisation
• Provided interim day to day management for the full ICT support service
• Managed revenue and capital budgets
ICT Client Manager
11/2002 - 10/2007
London Borough of Hackney
• Managed IT contracts and relationships for support, maintenance and supply contracts
• Managed external ITIL service delivery on behalf of the customer
• Specified, negotiated and implemented £20 million ICT support services contract
DATA PROTECTION OFFICER
01/2002 - 11/2002
London Borough of Hackney
CONSULTANT/TRAINER
08/2001 - 01/2002
PARTICLE ANALYSIS LTD
TECHNICAL DIRECTOR
06/2000 - 07/2001
ASBESTOSREGISTER.COM
IT DEVELOPMENT/DATA ENTRY MANAGER
02/1999 - 06/2000
PARTICLE ANALYSIS

EDUCATION

BEng (Hons) Civil Engineering with Surveying
01/1994 - 01/1997
City University
01/1986 - 01/1994
Colfe’s school , london

SKILLS

CERTIFICATIONS

MSP (Managing Successful Programmes) Practitioner
Prince 2 Practitioner
ITIL Foundation in Service Management
ISEB Certificate in Data Protection

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