Head of Technical Communications (Contract)
Owning documentation strategy, team build-out, and customer education for SAP on AWS enterprise solutions.

The Problem

Lemongrass Consulting delivered complex SAP-on-AWS enterprise solutions to customers, partners, and internal teams. Documentation, training, and support content existed across multiple formats and tools, with limited standardisation and scalability.

As the platform and customer base grew, there was a clear need for:

• A coherent documentation and content strategy
• Clear architecture and system documentation for complex enterprise environments
• Scalable customer and partner training
• A self-service support model to reduce reliance on direct support

My Role

As Head of Technical Communications (Contract), I owned the end-to-end documentation and learning strategy for Lemongrass’s SAP on AWS enterprise solutions.

I was responsible for defining standards, building capability, and delivering documentation, training, and self-service platforms that could scale with the business. This included hiring, building, and training a dedicated technical communications team.

The Approach

Documentation Strategy & Systems

I defined and implemented a standardised documentation framework covering the full documentation lifecycle, from sprint planning and content delivery to ongoing maintenance and governance.

• Designed documentation templates and standards adopted across teams
• Documented complex enterprise system architectures, service interactions, and data flows
• Produced architecture overviews, component documentation, and technical design artefacts for engineering and onboarding
• Implemented version control workflows using Git to support collaboration and maintainability

MiCloud Academy – Learning Platform

I designed, built, and maintained the MiCloud Academy, an online learning platform supporting customers, internal teams, and partners.

• Designed structured learning paths aligned to roles and use cases
• Created eLearning modules, instructional videos, self-assessments, exams, and certification programmes
• Produced training content using Moodle, Captivate, and Camtasia
• Ensured training content aligned with real-world implementation and operational workflows

MiCloud Online Help & Knowledge Base

Alongside the learning platform, I designed, built, and maintained the MiCloud online help and knowledge base as a central self-service support resource.

• Created and maintained articles, topics, how-to guides, videos, and release notes
• Produced both PDF and online documentation using MadCap Flare
• Designed content structures that supported discoverability and reuse
• Ensured documentation remained accurate and aligned with ongoing product and service changes

Team Build & Enablement

To ensure long-term sustainability, I hired, built, and trained a technical communications team.

• Defined roles, responsibilities, and working practices
• Established content workflows and quality standards
• Supported onboarding and mentoring to build internal capability

The Outcome

The result was a scalable, enterprise-grade documentation and learning ecosystem that supported customers, partners, and internal teams.

• Improved customer onboarding and self-service support
• Clearer architectural understanding across engineering and delivery teams
• Standardised documentation practices across the organisation
• A sustainable team and content model that reduced reliance on ad-hoc documentation efforts

What This Project Demonstrates

• Ownership of documentation strategy at an enterprise scale
• Experience documenting complex SAP and AWS-based systems
• Design and delivery of customer and partner learning platforms
• Strong information architecture and governance
• Leadership experience building and enabling technical communications teams
• Focus on scalability, sustainability, and long-term value