Marc Doherty-Hill Email and Phone Number
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I am an experienced, innovative leader with a passion for creating internal efficiencies and savings using Enterprise Service Management, Lean practices, Robotic Process Automation and Outsourcing. With 25+ years of experience within IT, Services delivery and Continuous Improvement I have progressed through my roles developing an open and honest style of management focused on always being accountable, continuous improvement, high standards of customer service and governance. More recently I have stepped out of IT to use my experience to drive organisational change and efficiencies into broader areas such as HR, Finance, Property, Payroll and Procurement. Consulting on and implementing new demand management systems, transforming processes, improving MI and in some cases the implementation of outsourcing to achieve tangible operational savings and improved customer outcomes. I lead a team dedicated to identifying and implementing Robotic Process Automation opportunities, deploying digital workers to create large scale efficiencies & savings across a broad range of activities. This innovative work is fundamentally transforming the way business operations are delivered, uplifting the quality of customer service, improving speed of turnaround, and reducing the overall cost of operational delivery. Currently my team have deployed seventy automations running across thirty-four robots performing work equivalent to circa 50-60 full time staff each month and I am focused on further efficient growth and governance to leverage RPA potential.
Bupa
View- Website:
- bupa.com.au
- Employees:
- 10
- Company phone:
- +1 44 800 600500
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Head Of Automation And Continuous ImprovementBupa Apr 2022 - PresentUk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., GbAutomation: - • Leadership of the Bupa BGUK RPA Practice (Robotic Process Automation)• Cross-functional ownership and governance of the RPA platform and operating model (Including external audit)• Define & assure delivery methods and standards, provide delivery capability and oversee operational and support activities • Drive cross-functional co-ordination, re-use and sharing• Champion and drive strategic use of RPA capability across Bupa • Evidence the impact, promote positive outcomes, engage robustly• Understand automation capability, tools, and techniques already in place across BGUK• Seek out new, innovative ways to automate. Looking at emerging techniques and technologies to ensure Bupa have access to the latest thought leadership in this area. Where appropriate lead \ establish POC activity to support any potential business case worthy of trial.Continuous Improvement: - • Implementation and BAU running of (IMS) Integrated Management System – Framework ensuring any new CI opportunities are driven out of the data and connected to appropriate solutions with a focus on automation.• Centre of Excellence for demand management system ServiceNow for functional teams o Identify opportunities, establish, and drive roadmap, mobilise and co-ordinate deliveryo Functional team engagement and change managemento Cross-functional prioritisation, integration, and governance• Drive further positive business outcomes in relation to use of broader automation first thinking
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Service Partner & Rpa Operational Lead - Service ManagementBupa Oct 2015 - Apr 2022Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., GbCharged with developing a strategy for driving the efficient delivery and continuous improvement of Shared Services across Finance, IT, Procurement, Legal, Property & People teams. Working in partnership with senior business management to understand service requirements and expectations, actively anticipating needs and changes. Establishing a deep understanding of the services being delivered, identifying and leading opportunities to deliver efficiencies and customer service improvement via integration, consolidation Robotics process automation, Enterprise Service Management and sourcing strategies.Develop and lead high value, bi-directional service engagement and reporting frameworks that engage service users and senior business stakeholders to ensure that the Shared Services are meeting the developing needs of the business and the service value is transparent.Improve customer service via a strategy of service integration, delivering customer-centric and simplified operational interfaces across Shared Services.Develop and lead a strategy for managing and improving internal customer satisfaction.Act as a senior point of contact and ownership for serious process issues or operational problems across all Shared Services.
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Head Of Support ServicesBupa Jul 2013 - Oct 2015Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., GbLead, drive and develop the Support Services function within IT Service Management; provision responsive, engaging user facing support services. Provide effective energetic leadership and be a valued member of the Senior Service Management team, recruit, motivate and develop Support services staff. Strategic owner for Incident and Problem Management, drive efficiencies through demand management. Operate en effective communication framework for IT. Drive collaboration across Service Management and IT to ensure consistent, efficient process and deliver high quality, responsive support services to end IT users.
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Services ManagerBupa Nov 2005 - Jul 2013Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., GbConsisting of 42 resources based across several UK locations providing ITIL based Incident & Problem management to all internal Bupa UK staff and some offshore based services. Delivering 1st and 2nd line technical support and 3rd party liaison services, capable of handling circa 14000 incidents or requests per month within business set KPI’s. A competent ISO2001 compliant service. A desk side IT support function for Bupa call centres based in Manchester and Staines.
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Service Centre Team LeaderBupa Nov 2003 - Nov 2005Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., GbPromoted after a successful internal application the IT Service Centre Team Leader role placed me as direct line manager for 12 technical resources. Accountable for their performance to the Service Centre Manager and along with a Staines based team leader responsible for the call centre functionality of the IT Service Centre.
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Technical Support SpecialistBupa Jul 2000 - Nov 2003Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., GbWorking as part of the Bupa’s Service Centre team to provide 1st line, 2nd line remote support and hands on desk side support to internal Bupa customers using IT services. Offering a first time fix service remotely and attending site when necessary. Alongside handling the centrally captured incidents I was also tasked with owning the desktop support for 6 out of the 36 Bupa hospitals. Attending site at least once every 2 weeks and establishing a relationship with the hospital general manager and staff to ensure IS were seen as actively supporting the site and that the individual knowledge on site was translated into empathetic service based on knowledge of the business impact
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Desktop SpecialistBupa Apr 1998 - Jul 2000Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb
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Nt Administrator \ Helpdesk AnalystShl Group Ltd. Sep 1997 - Apr 1998Arlington, Va, Us -
Helpdesk AnalystGus Plc May 1995 - Sep 1997Gb
Marc Doherty-Hill Skills
Marc Doherty-Hill Education Details
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Shena Simon CollegeEnglish Literature -
Spurley Hey High School
Frequently Asked Questions about Marc Doherty-Hill
What company does Marc Doherty-Hill work for?
Marc Doherty-Hill works for Bupa
What is Marc Doherty-Hill's role at the current company?
Marc Doherty-Hill's current role is Head of Automation and Continuous Improvement, Customer and Transformation.
What is Marc Doherty-Hill's email address?
Marc Doherty-Hill's email address is ma****@****upa.com
What is Marc Doherty-Hill's direct phone number?
Marc Doherty-Hill's direct phone number is 44 20 7656*****
What schools did Marc Doherty-Hill attend?
Marc Doherty-Hill attended Shena Simon College, Spurley Hey High School.
What are some of Marc Doherty-Hill's interests?
Marc Doherty-Hill has interest in Politics, Animal Welfare, Children, Science And Technology.
What skills is Marc Doherty-Hill known for?
Marc Doherty-Hill has skills like Itil, Service Delivery, It Service Management, Service Management, It Management, Stakeholder Management, Change Management, It Strategy, Sla, Incident Management, Service Improvement, Governance.
Who are Marc Doherty-Hill's colleagues?
Marc Doherty-Hill's colleagues are Tony Johnson, Lindsay Moore, Harriet Brady, Joanne Lee, Glen Duggan, Matt Murray, Kate Sweetland.
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