Mark O'Neill Email & Phone Number

Wanborough, Gb

United Kingdom

Project Manager & Lead Consultant for Global Service Management Improvement dss+ Ltd Reviewed and improved the current Joiners, Movers, Leavers (JML) process and configured ManageEngine to support the newly documented processes. Put in place the basic CIs and attributes to ensure that dss+ can continue to build out a full CMDB. Worked with ManageEngine to ensure that the tool ‘MyIT’ was configured, tested and deployed to support the foundation work and provide the ability to grow. ITSM processes, Incident Management, Problem Management, Service Request Management, Change Management, Asset Management and Configuration Management fully documented; enabled in the tooling. and with the correct workflows configured.

Uk Based

General Responsibilities:• Provision of Service Management and ad-hoc consultancy to a wide range of customers across all markets and global sectors• Delivery of Service Management ITIL ® training • Project Management for Service Management and infrastructure based implementations

Uk

Founder and Director

Royal Wootton Bassett, Wiltshire

Leading Resolutions is an independent consultancy designed for CIOs to accelerate key initiatives with certainty of outcome. Through highly experienced and respected consultants, Leading Resolutions work across multiple disciplines and reach across the whole CIO agenda – strategy and architecture, digital transition, future-proofed resourcing, project management, service delivery and change management. Since partnering with Leading Resolutions I have been responsible for various IT service improvement initiatives for multiple clients. This has included: • IT onboarding project governance and quality assurance analysis • Organisational and IT transformation • Implementation of IT service continuity management, patch and IT vulnerability management process value streams • IT Service Management process assessment, re-engineering, and design • Management of IT delivery teams including on-shore and off-shore service provision • Delivery of high velocity and digital IT transformation projects • Delivery of ITSM training and education

Chorley, Lancashire

I was responsible for the architectural design of a number of service management functions and processes to support Utiligroup’s Managed Service Delivery for their uSmart product suite. The uSmart product suite will enable UK energy Suppliers (As part of the UK Government’s commitment to the Smart Metering Implementation Programme) to install smart meter devices into every home and smaller non domestic customers by 2020. Utiligroup is a market leading provider of Software as a Service solutions to the utilities and energy industry and the uSmart Hosted Managed Service provides a solution to manage the data and communications network needed to connect smart meters to the business systems of energy suppliers, network operators and other authorised service users of the network.Responsibilities included:The design and delivery of a Target Operating Model to underpin Utiligroup’s Smart Metering Programme commitments Design and delivery of an underpinning Service Catalogue for delivery of the uSmart Managed ServiceDesign and implementation of a number of Service Management processes including Incident, Change, Event, Release and Deployment and Capacity Management Commissioning a Centralised Service Desk and Service Operations CentreRequirements scoping and design and implementation of a single, fit for purpose service management toolsetProviding coaching, mentoring and subject matter expertise for IT Service Management to Utiligroup

Greenergy - Holborn London Uk

Working for Attenda I was the IT Project Manager for the New IT Platform Implementation and Data Centre Migration Project at Greenergy - the UK’s primary biofuel supplier delivering sustainable biofuel and road fuel to the UK market.

Ucas - Cheltenham

I was recruited to support Attenda with their augmentation and improvement initiative for UCAS. My initial role was primarily focused on ensuring a successful Confirmation & Clearing period and University Placement and Results Day. My responsibilities included delivering key IT processes in time for the most critical period in the UCAS year. After a successful Confirmation and Clearing and Results Day for 2013, my contract was extended and I was asked to take on the Service Delivery Manager role for UCAS IT and to assist in their outsource of IT Services to Infosys. Key Responsibilities included: Governance and provision for the support of technology services for UCASManaged the day to day operational services and associated service improvement plansEnsured all critical business processes were mapped and documented against key IT ProcessesCreated documented and delivered an Incident Management and Major Incident Management processCompleted a detailed audit of key ITIL process Including Change, Release & Deployment, Problem and Incident Management. The production of a detailed CMMI gap analysis report with improvement recommendations for future best practiceManaged Service Management delivery teams including the Service Desk, Problem Management, Change & Release Management, Service Transition and IT Service Continuity Management

Uk

By forming my own company - Crunch Consultancy Ltd, I am now an independent consultant offering IT Service Management best practice and Sustainable IT consultancy and education to a wide range of clients.I was employed at global oil, petroleum and gas provider BP as the Lead Project Manager responsible for the Configuration Management Database (CMDB) migration to BMC Remedy Atrium. The project is linked to the organisation’s Operational Integrity Programme and is regarded as one of the most important IT projects currently taking place in BP. The project was delivered succesfully at the end of March 2013

Reporting to the Director of Professional Best Practice, I played a substantial role in the development of QA’s Service Management Portfolio that saw revenue grow from £3 million in 2006 to £20 million in 2011, ensuring that QA has become the world’s largest Service Management training providerI was instrumental in developing QA’s Service Management best practice training portfolio from 3 accredited courses to over 20 I was responsible for the development of all of QA’s Service Management consultancy offerings including Maturity Assessment Services, Documentation Services, Workshop Facilitation and Process Framework Development and Implementation I also contributed to the success of multiple invitations to tender and bids for both UK based and multi-national organisations

Responsibilities for this role included:Developing and delivering QA PBP's pre sales capability, processes and supporting proceduresDeveloping and delivering QA PBP's consultancy and value added portfolioDetermining PBP’s goals and strategies Meeting delivery and growth targetsDeveloping, implementing and managing annual business plans Identifying key activities, priorities and risksDriving market and customer focus within the QA PBPEnsuring the Portfolios of services were market-leadingExploring, exploiting and communicating interdependencies between PBP specialist areas to facilitate organisational changeIdentifying opportunities in new markets Defining and developing new products for marketsIntroducing innovative & effective means of deliveryProviding thought-leadership and support for the PBP Delivery Teams

Formally QA-IQ, QA Ltd was formed after merging with Xpertise Training. As a Senior Principal Consultant i was responsible for the following:Provision of Service Management and ad-hoc consultancy to a wide range of customers across all market and global sectorsProvision of sales support for potential customer assignments including training development workshops Provision of ITIL® based Service Management training Development and improvement of QA training courses, service and product offeringsMember of the QA Service Management Lead Team, responsible for ITIL® Version 3 product delivery and development

Provision of Service Management and ad-hoc consultancy to a wide range of customers across all market and global sectorsProvision of sales support for potential customer assignments Provision of ITIL based Service Management training including Foundation, Practitioner & Manager’s courses Development and improvement of Fox IT’s training courses, service and product offeringsPublication of Service Management articles in Industry media Provision of training for new consultants to deliver training both in the UK and Overseas

Provided service management consultancy for CSC’s bid to provide support of an integrated Infrastructure for the MoD Accountable for the day-to-day delivery of IT services to Royal Mail Marketing and Sales business units and partners, through the effective management of internal and external suppliers against challenging performance and finance targets Responsible for performance and support strategy for a number of critical Royal Mail applications including Redirections and Postcodes Online and one of the of the largest customer relationship management tools in Europe Accountable for defining and delivering over 20 Service Level Agreements for all Royal Mail Sales and Marketing applications and responsible for customer relationships regarding each service Responsible for identifying and implementing continuous service improvements and cost saving opportunities to production services for Royal Mail Sales and Marketing Responsibility for the delivery of agreed customer satisfaction Key Performance Indicators Responsible for performance of Service Desk, Incident, Change and Problem Management for each of the applications used by Royal Mail Sales and Marketing units

Managed a team of 24 analysts responsible for providing access and security on to the Royal Mail Network and InfrastructureResponsible for the administration of Internet, Mainframe and Remote Access accounts for Royal Mail, supporting 44,000 customers Responsible for the centralisation and streamlining of the Royal Mail account management function from over 20 different domains located across the UK, and for delivering a single account management function which provided significant cost reductions and improved service deliveryAssisted the Service Centre Manager in the development of a software control and distribution strategy and the design of a Definitive Software Library for Royal MailDeputy to the Service Centre Manager reporting to the Director of Infrastructure and Production Services for Royal Mail business Systems

Managed a team of 18 PC/LAN field support engineers and 4 mid range system operators, spread geographically across the South West and Thames Valley regionResponsible for team development, appraisal management and leadershipResponsible for Incident, Problem, Change and Customer Management at over 300 sites dispersed across Central and Western England Managed relationships of both senior internal customers and external suppliers Responsible for logistic and resource provision and planning for IT projects at all sites Managed the delivery of service within challenging Service Level Agreements Implementation and development of Service Desk, Incident and Problem Management

Business Studies

Business Studies and Government and Politics

Education record