Marc Hundley Email & Phone Number

London, England, United Kingdom

Act as a business as usual manager line managing a team of senior engineers nationally. Manage the delivery of all nationally managed systems and services delivered to the Oasis user base.Work with the Head of National Infrastructure, National Service Desk and National IT teams to make sure the services are delivered in-line with the academies educational objectives.

United Kingdom

Build strong relationships with senior leaders, nationally and at in the academies and with onsite staff, acting as a strategic partner.Coordinate escalations that arise from contact with customer/user base.Take on a strategic role in the continued improvement and development of ICT systems within Oasis Academy sites, ensuring that ICT remains cutting edge and fit for purpose.Design and develop the ICT Road Map for individual academiesDevelop training plans for academies on new and existing technologies and services. Deliver training alongside local service delivery teams.Responsibility for one of four core national IT process including development of policies, procedures and training materials.Ensure all Academies have access to appropriate technologies and advise on new software and systems to be provided within the Oasis IT Services Managed Service Provision.Represent the needs of users and customers back to the IT Services Team.Represent the IT Services team in cross service regional and cluster service delivery meetings. Make recommendations to improve Oasis IT Service’s ITIL processes, working practices and performance to improve service levels and customer satisfaction.Constructively review ICT systems within Academies and design adaptations and modifications as appropriate.Sit on the Change Advisory Board (CAB), approving major changes if deemed appropriate.Actively contribute to the leadership and strategy of the IT management team.Matrix management of project teams, leading staff to successfully achieve assigned objectives as per IT road map.

Midlands

Own and manage the delivery of all support services (including management of any sub-contractors and matrix management of in-house delivery teams.Assist with the resolution of any service delivery issues, through route cause analysis of service failures.Organise and chair scheduled IT Service Review meetings presenting performance reports and project updates Build strong relationships with senior leaders.Monitor the set-up of all new services, including service transition, third-party engagement, etc. minimising the impact to BAU performance and ensure early achievement of agreed service levelsProduce accurate and timely MI to demonstrate delivery performance to nominated academies and to ensure effective management of performance levelsAct as the ‘escalation manager’ for all service delivery performance issuesWork with other engineering teams and project managers to deliver projectsMake key technology decisions which can affect thousands of usersWork within and create / make recommendations to improve OCL’s ITIL processes, working practices and performance to improve service levels and customer satisfaction.Act as a senior member of the IT team, identifying opportunities where IT can add value.Oversee regional IT budgets in excess of 500KIdentify opportunities for productivity and service delivery improvements, cost reduction and additional revenue recoveryLead from the front, working as part of the technical team by providing telephone, remote and onsite IT support at a 3rd line level.Act as part of the Change Advisory Board (CAB), approving major changes if deemed appropriate.Maintain technical knowledge to ensure requirements can be translated into technical solutionsRecommend and perform installations, configurations and upgrades on the Internal IT systems.Assist the Head of IT by carrying out reasonable requests for additional duties as and when required.

Worcester, United Kingdom

Provide second line telephone, remote and on-site supportProvide additional support to resolve 3rd line technical issues when requiredDay to day management responsibilities for the team of technical staff.Allocate R&D resources to ensure agreed KPI targets with customers are met.Liaise with external providers and suppliers to progress specific elements of 3rd line technical support.Develop and lead the team's approach to Problem Management.Ensure working practices are streamlined and efficient to ensure best value to customers.Develop and maintain areas of expertise relevant to the business.Take responsibility for leading project installations.Apply knowledge of current and advancing technologies to provide solutions for customer's needs.Provide peripatetic support to customers as required to ensure Service Level Agreements are metInstallation, configuration, maintenance and support of the business systems.Virtualisation of Servers using HyperV.Develop and maintain backup systems and shared storage.Inform strategic planning with regard to business continuity and disaster planning.Develop internal systems and processes for the improvement and expansion of the business.Assist in research, development, testing and documentation of new procedures, standards and processes.Mentoring and developing the team of technical staff.

Worcester, United Kingdom

Lead with technical aspects of Migration from a County Council entity to a business unit within Capita Childrens Services.Provide second line telephone and remote and on-site supportProvide additional support to resolve 3rd line technical issues when requiredDay to day management responsibilities for the team of technical staff.Allocate R&D resources to ensure agreed KPI targets with customers are met.Liaise with external providers and suppliers to progress specific elements of 3rd line technical support.Develop and lead the team's approach to Problem Management.Ensure working practices are streamlined and efficient to ensure best value to customers.Develop and maintain areas of expertise relevant to the business.Take responsibility for leading project installations.Apply knowledge of current and advancing technologies to provide solutions for customer's needs.Provide peripatetic support to customers as required to ensure Service Level Agreements are metInstallation, configuration, maintenance and support of the business systems.Virtualisation of Servers using HyperV.Develop and maintain backup systems and shared storage.Inform strategic planning with regard to business continuity and disaster planning.Develop internal systems and processes for the improvement and expansion of the business.Assist in research, development, testing and documentation of new procedures, standards and processes.Mentoring and developing the team of technical staff.

Worcestershire, United Kingdom

Providing ICT support for curriculum networks, including hardware and software installation and training.Research and development which includes deployment technologies and automation of system setup and end of year processes.Advising headteachers and school business managers of suitable hardware and software purchases relevant to school needs.

Providing customer advice with regard to repairs and upgrades of computer hardware.Performing upgrades and repairs to hardware as per customer requirements.Providing staff training on new technologies.

Testing systems prior to despatch to customers.Testing Avaya telephone system servers.Providing repairs to faulty systems in-house.Assisting with R&D department to find solutions to compatibility issues.

Education record

HND Computing

City And Guilds Programming

City and Guilds Programming, City and Guilds IT, Chemistry A-Level, Computing A-Level

Gcse, C

English Literature, English Language, Geography, German, History, Mathematics, IT, Science Double Award All passed with grades either B or C