Mark Powell Email & Phone Number

Bristol, GB

Bristol, GB

Bristol, England, United Kingdom

• Transforming the team from startup-ready to enterprise-proven in a fast-paced environment, improving business performance by 30% with data-driven insights and reporting
• Implementing global process improvements and change management initiatives to enhance the efficiency, quality, and compliance of the support operations, achieving ISO9001 certification
• Leading a growing team of 60+ engineers and managers, providing 24/7 software and SaaS support for ForgeRock’s identity and access management solutions
• Cultivating and mentoring the support team members, fostering a culture of collaboration, learning, and excellence, resulting in 98% employee engagement and 87% eSat scores
• Boosting customer satisfaction and retention with proactive and responsive high-quality support, achieving >95% CSAT

• Oversaw the direction of 40+ engineers and managers, ensuring timely and effective resolution of customer issues and escalations
• Strategised for the future, including maximising the use of automations and AI, and scaled the team resources in line with company growth, increasing the team size by 120% and improving the team efficiency by 25%
• Monitored and analysed support metrics, such as 99% SLA adherence, 97% customer satisfaction, 1700+ case volume, reducing resolution times by 20%, using tools such as Zendesk and Salesforce

• Coordinated the day-to-day operations and success of the technical support teams, providing escalation guidance and individual coaching, growing resources by 90%
• Defined complex organisational problems, presented solutions, and led improvements to customer service quality
• Implemented best practices and standards for support quality and performance, including ISO27001 compliance

• Planned and executed the service delivery strategy for 1000+ ForgeRock’s customers in EMEA region
• Calmly handled competing priorities and escalations, identifying and resolving customer service issues and risks
• Scaled our support tools by 15x, including Zendesk ticketing system, Opsgenie alerting and TeamSeer workforce management

• Provided professional, timely technical customer success, with 100% customer satisfaction
• Lead the establishment of new ISO9001 knowledge base processes and procedures

Bristol, United Kingdom

• Exclusively operated the IT security infrastructure in FTSE100 global financial organisation, responsible for security of client’s financial data, and preserving security across numerous public-facing websites and.
• Implemented the full lifecycle of security infrastructure in an ITIL environment, including researching and evaluating new products, business case presentation, procurement, deployment, and maintenance

Bristol, United Kingdom

• Led the deployment of a wide range of hardware and software solutions in efficient timescales
• Provided high-quality and timely assistance for all levels of business staff, from junior to C-level

Bristol, United Kingdom

• Delivered end-to-end implementation services for Iken’s case management software solutions for legal firms in a PRINCE2 environment, from business analysis to post-implementation support
• Configured, customised, tested, deployed, trained, and documented solutions according to customer specifications and best practices

Swindon, United Kingdom

• Project managed a global team – working effectively with developers and senior managers to deploy latest updates to applications – defining project scope, objectives, deliverables, timeline, budget, resources and risks
• Produced innovative business analysis of vital wireless and VPN software for a user base of 80,000 staff worldwide