Miriam Keating
Dundrum
Summary
Experienced Business Operations Manager with proven track record in leading cross functional teams to land simplified processes and improved customer experience. Well seasoned communication, stakeholder and change management capabilities.
Overview
31
31
years of professional experience
Work History
Business Program Manager
Microsoft
10.2018 - 12.2024
- Designed and managed delivery of scalable, compliant and simplified operational processes to enhance field customers contracting and invoicing experiences across Commercial and Services business lines.
- Oversight of vendor managed services supporting field operations services
- Led teams to exceed performance and compliance objectives through culture of customer centric continuous improvement
- Drove a global workforce planning initiative, transforming organizational design and service delivery strategies.
Senior Project Manager
Microsoft
02.2017 - 09.2018
- Managed delivery of "Mobile First, Cloud First" Secure Infrastructure projects for enterprise and public sector clients in EMEA region.
- Ensured project quality, revenue growth, profitability, and customer satisfaction for key clients
- Advocated for customer centric outcomes to resolve escalations
- Cultivated trusted relationships with customers through strategic advice on transformative technology to support future business development.
Senior Engagement Manager
Microsoft Consulting Services
Sandyford
04.2012 - 01.2017
- Responsible for service delivery into key financial, retail, and public sector accounts in the Irish market, including HSE and Bank of Ireland.
- Delivery governance of digital transformation solutions leveraging Microsoft "Mobile First, Cloud First" technologies and business outcome-focused discussions.
- Achieved forecasted revenue targets, ensuring quality assurance, and healthy delivery margins.
- Applied industry-standard project and change management methodologies, including PMP and Prosci.
- Collaboration with deal teams to develop customer-aligned proposals to address key business issues
- Received Microsoft 'Top Talent' accolade for exceptional performance and contributions.
Procurement Consultant
Electricity Supply Board (ESB)
Dublin
07.2010 - 02.2011
- Facilitated three critical RFPs for Energy Trading and Risk Management initiatives.
- Coordinated cross-functional teams to finalize RFP documentation for tender release.
- Directed tender evaluation, scoring, and negotiation processes for optimal outcomes.
- Conducted organizational training needs analysis for effective implementation of new Energy Trading system.
General Manager, R&D
LM Ericsson
Dublin
01.2009 - 01.2010
- Directed management of 130 R&D employees in WCDMA RAN development unit.
- Governed major international RNC product ownership transition program over 18 months.
- Oversaw Performance KPIs, transfer plans, and checklists during R&D site closure process.
- Collaborated with HR to maintain employee morale during transition and ensure professional closure.
Development Unit Manager
LM Ericsson
Dublin
01.2005 - 01.2009
- Oversaw the development unit of 70 developers and engineers for RNC User Equipment Handling (UEH) in the Ericsson 3G network.
- Developed a product roadmap, optimizing processes and reducing costs.
- Managed critical vendor relationships and staff upskilling.
- Administered annual budget exceeding Euro 7 million for effective resource allocation.
- Conducted CMMI assessments across key process areas
- Implemented continuous improvement strategies to boost operational efficiency and quality control.
Software Development Project/Program Manager
LM Ericsson
Dublin
01.2001 - 01.2005
- Led multiple 2G and 3G RNC software development projects with international teams in Dublin, Poland, and Sweden.
- Managed full software development life cycle, from requirements gathering to product release and maintenance.
- Managed feature delivery planning, addressing complexities, dependencies, and resources.
- Extensive stakeholder management aligning internal and external expectations.
- Implemented product quality assurance in collaboration with development and rollout teams.
- Utilized agile methodologies to reduce product release cycles.
- Prioritized feature content based on competitive needs of mobile market.
OSS Service Delivery Manager
LM Ericsson
Netherlands
01.1999 - 01.2001
- Managed parallel Ericsson software and hardware OSS and Billing projects for Dutch Libertel-Vodafone.
- Delivered initial GPRS functionality on Vodafone 2G network through complex system integrations.
- Oversaw critical data migration during upgrades of network management systems.
- Demonstrated extensive customer interfacing, negotiation, and conflict resolution skills.
- Led bid management for network management components of Ericsson's 3G offering to Libertel-Vodafone.
Software Developer
LM Ericsson
Canada
01.1994 - 01.1999
- Led software development teams in launching new features for North American 2G mobile systems over five years.
- Achieved promotion to Senior Software Engineer for exceptional performance and leadership skills.
Education
Professional Diploma - Innovation For Sustainability
University College Dublin
Dublin, Ireland06-2026
Bachelor of Electrical Engineering (Hons Degree) -
University College Cork
Cork City, Ireland07-1993
Skills
- Business Operations
- Process Design and Launch
- Customer Success
- Cross-functional collaboration
- Process simplification / optimization
- Workforce planning
- Change / Launch Management
- Compliance management
- Risk management
Professional Associations
- PMI Ireland, Sponsorship officer, 2005-2007
- Project Management Institute
Timeline
Business Program Manager
Microsoft
10.2018 - 12.2024
Senior Project Manager
Microsoft
02.2017 - 09.2018
Senior Engagement Manager
Microsoft Consulting Services
04.2012 - 01.2017
Procurement Consultant
Electricity Supply Board (ESB)
07.2010 - 02.2011
General Manager, R&D
LM Ericsson
01.2009 - 01.2010
Development Unit Manager
LM Ericsson
01.2005 - 01.2009
Software Development Project/Program Manager
LM Ericsson
01.2001 - 01.2005
OSS Service Delivery Manager
LM Ericsson
01.1999 - 01.2001
Software Developer
LM Ericsson
01.1994 - 01.1999
Professional Diploma - Innovation For Sustainability
University College Dublin
Bachelor of Electrical Engineering (Hons Degree) -
University College Cork