markdoyleeagle@gmail.com
About Me
With over 15 years of experience leading multimillion-pound transformation programmes across IT, Financial Services, Travel, and Pharmaceuticals, I bring a strategic mindset and a proven ability to deliver complex, cross-functional initiatives in dynamic environments.
Throughout my career, I’ve successfully overseen ERP, CRM, and cybersecurity programmes, often within regulated and high-pressure settings. My expertise spans the full project lifecycle, from initial BA activity, through to post go-live activity and follow-up, and I’m adept at managing uncertainty while driving alignment across distributed teams. Whatever the project, from IT transformation, operational change, orchestrating contact centre relocations or spearheading workspace refurbishments in Grade1 listed buildings, I consistently deliver outcomes that balance operational excellence with stakeholder needs.
Key highlights include:
– Leading portfolios exceeding £10M, with full accountability for scope, budget, and timeline.
– Embedding governance frameworks and risk mitigation strategies across concurrent workstreams.
– Building high-performance cultures through mentoring and strategic stakeholder engagement.
– Proficiency in Jira, MS Project, Planner, and Visio, enabling seamless planning and execution.
I am particularly drawn to a role with emphasis on collaboration, prioritisation, and decision-making within a fast-evolving landscape. My bilingual fluency in English and French further supports cross-cultural engagement, and I thrive in environments where innovation meets structure.
Education
University of Lincoln (Hull), included 2 years overseas study at EPSECO and Université Claude-Bernard, Lyon, France 1995
BA (Hons) European Marketing, HND Business & Finance
Work & Experience
eGain Communications 17/08/2014 - 19/02/2025
Project Manager II
Led concurrent CCaaS, knowledge, and analytics programmes for global clients including HMRC, Barclays, BT, Nationwide, NH Hotels, Bosch, and Cathay Pacific. Delivered AI-powered solutions that improved agent efficiency, boosted FCR, and increased customer satisfaction - aligned with eGain benchmarks of up to 95% successful searches and typical 15% uplift in CSAT. Reduced client training time by up to 4 weeks, deflected inquiries at scale, and supported legacy system retirement - driving faster onboarding and cost savings. Trained and delivered enterprise-wide rollouts of eGain’s AI Knowledge Hub across 1000s of users, enhancing multilingual support and virtual assistant success rates. Integrated platforms with CRM and contact centre ecosystems, enabling real-time knowledge access and increased self-service adoption. Contributed to eGain’s recognition as a Gartner “Visionary” through successful delivery of transformation programmes across sectors including financial services, telecoms, utilities, travel, and e-commerce. Managed project to implement Netsuite, configured to streamline use with Professional Services function, ensured stakeholder alignment throughout rollout, driving adoption, data integrity, process optimization, and then acted as ongoing point of contact for team queries and reporting. Oversaw planning, resource alignment, and delivery across portfolios, resolving dependencies and managing risk, compliance, and integration. Managed UK and offshore teams, motivating project managers and technical resources to deliver high-impact outcomes. Ensured governance and regulatory compliance (including data protection and security) across all programmes. Built strong stakeholder relationships, ensuring clear communication and expectation management across concurrent initiatives.