Richard Pettigrew
Implementation Service Delivery Manager / Software Deployment Specialist

Service Delivery Manager

Bottomline Technologies Limited

​September 2021 - Present

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Leading a diverse team of permanent and contracted service delivery consultants across local, remote, and offshore locations to implement tailored customer solutions in payments, document automation, and bespoke systems.

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Key responsibilities include:

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• Strategic Planning - Aligning consultant training with commercial needs to ensure readiness for upcoming projects.

• Resource Management - Recruiting and scaling consultant headcount based on sales forecasts and business growth.

• Operational Oversight - Monitoring activity recording systems and analysing consultant utilisation to meet performance expectations.

• Escalation Management - Serving as a trusted escalation point for both internal teams and external customers to resolve critical issues effectively.

• Continuous Improvement - Driving initiatives to enhance product, project, and service delivery quality through a robust improvement program.

• Subject Matter Expertise - Providing technical and domain-specific guidance to support teams and customers.

• Technology Leadership - Championing the adoption and integration of new technologies to advance business solutions.​

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SME Project, Team Leader

Bottomline Technologies Limited

​October 2014 - September 2021

 

Building on my previous role at Bottomline Technologies, I was invited to lead the team of Technical Consultants located across the United Kingdom. This position enables me to continue contributing to the implementation of Bottomline's advanced payment technologies while fostering best practices within the organisation.

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Key Achievements:

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• Spearheaded the development of a comprehensive, standardised installation process, which has been successfully adopted by multiple teams across the business, enhancing efficiency and consistency.

• Act as a key point of contact for colleagues, providing expert guidance and support to both team members and customers, ensuring seamless operations and exceptional service delivery.

• My dedication to excellence, commitment to fostering collaboration, and consistently high motivation have earned me regular nominations for Employee of the Quarter awards, reflecting the respect and appreciation of my colleagues.

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Senior Technical Consultant

Bottomline Technologies Limited

​November 2012 - October 2014

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This role focused on the onsite implementation of bespoke SQL-based electronic payment systems, utilizing a range of payment technologies, including:

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• BACS

• FPS/DCA (Faster Payment Service/Direct Corporate Access)

• SEPA (Single Euro Payment Area)

• Direct Debit Management (DDM)

• Key Responsibilities:

• Installation and configuration of Thales and SafeNet Hardware Security Modules (HSM).

• End-to-end testing of new products, updates, and patches to ensure seamless functionality.

• Delivery of tailored training sessions for end users and administrators.

• Providing expert remote support to resolve technical issues efficiently.

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Skills Gained:

 

• Expertise in technical consultation and design consulting for complex payment solutions.

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Installation and Support Manager

Computime Systems Limited

April 2008 - October 2012

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I was responsible for the management of a team of installation engineers and technical support staff. This was a varied role based around the implementation of bespoke designed biometric access control equipment and time management systems. I was responsible for testing the applications prior to implementation of the systems. I scheduled the engineer visits, arranged the use of any external contractors and ordered any specialist equipment that was required. I played an active role in the busy help desk operation and took the responsibility of trying to resolve the majority of escalated support problems and any customer complaints that were received. 

 

Key skills gained:

 

• Outstanding organisational and time management skills. 

• Completed a First Aid at Work course and accepted the additional responsibility of becoming the company first aider. 

• Being proactive and anticipating a customers' problem before it is reported. 

• Further developed my Microsoft SQL Server administration skills.  

• Fully proficient with all versions of Microsoft Windows and all associated applications.

 

 

Installation and Support Engineer

Clocking Systems Limited

March 2007 - April 2008

 

Working as part of a small team, I was responsible for the implementation, training and support of both manual and computer based time and attendance systems. These systems were all developed in-house and on a bespoke basis. This position involved extensive travel throughout the UK and also being office based. I performed both client and server based installations. This included the fitting of fingerprint and hand scanning terminals.

 

Key skills gained:

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• The ability to determine a customers individual requirements, develop a specification for the developers to turn it into a reality for the customer.

• Worked to tight deadlines to ensure complete customer satisfaction.

 

 

Customer Visit Manager

First Data

July 1997 - March 2007

 

Working as part of a large installations team, I was responsible for the implementation and training of electronic payment systems. This included Online Banking, BACS, CHAPS, International payments and Cash Machines. I also developed and delivered bespoke end user training sessions.