Mark Dimmock Email & Phone Number

Barnsley, Gb

London, London, Gb

London, London, Gb

London, London, Gb

Day to day responsibility for tech operations at Asos’ UK supply chain sites in Barnsley, Lichfield, Doncaster, Selby & Sheffield, along with several other temporary sites. Key responsibilities & achievements include:• Implementation and evolution of incident, problem & change processes within the warehouse sites.• Responsibility for all third-party relationships across UK supply chain sites, including performance management, service improvement & contract negotiation.• Accountability for delivery of all changes to all application and mechanical automation services within UK warehouses & returns centres.• Proactively leading collaborative investigation across global technical & business areas to resolve high priority major incidents & critical problems, making risk-based decisions to restore service & improve overall service levels.• Day-to-day point of reference for peers, colleagues & business partners in Asos’ global sites in Berlin, Poland & Atlanta providing guidance on Service Management best practices.• Part of management escalation team rota for out of hours support & during peak periods.• Day-to-day management responsibility for a global application support team supporting Asos’ global supply chain services.• Performed Cyber Security & access review across all supply chain services & sites to ensure current best practice was being followed and all services had the right levels of patching to guard against a heightened level of threat of cyber-attacks.• Onboarded multiple temporary returns sites across 3 separate suppliers to cover peak volumes, making sure all sites had all required tech & system access to work.• Onboarded new warehouse in Lichfield, transitioning on-site IT support & services into production.

London, London, Gb

Responsible for service delivery for Asos’ Core Infrastructure, Networks, Desktop, Facilities & Cyber Security.Key responsibilities & achievements include:• Managed supplier performance across a number of key suppliers with an OPEX budget of approximately £35 million including the likes of Microsoft, Akamai, Lumen & Cognizant.• Built relationships with key internal stakeholders who previously had no representation.• Assessment of suppliers for new services as part of RFP process followed by onboarding & transition to live of new suppliers/services.• Introduced a consistent supplier governance framework across all suppliers in the space, and shared framework with colleagues covering other areas.• Ran service improvement plans across multiple suppliers to bring service levels up to expected standards.• Negotiated improved contractual terms with suppliers to ensure coverage of all key KPI’s & SLA’s. Where contract negotiation wasn’t possible introduced reporting with suppliers on key KPI’s & SLA’s to ensure these could still be managed effectively.• Implemented internal service reviews to help manage internal Tech team performance and identify efficiencies.• Introduced maintenance windows to better manage change within key shared services such as infrastructure & network.

Stockley Park, Uxbridge, Gb

Responsible for designing, implementing and managing new Major Incident, Problem and Change Management processes for Canon UK. Managed day to day operations and performance of Application Support, outsourced Service Desk and third-party service providers.• Led service improvement initiatives to: - Improve internal service management tooling. - Improve customer experience and ticket quality via outsourced contact centre. - Enhance customer self-service and increase self-service usage. - Improve vendor relationships, engagement and performance.• Attended customer sites to engage with key customer stakeholders following the conclusion of major incidents, and to collaborate with customers on improvement initiatives identified during trend analysis.• Built relationships and worked collaboratively with teams across the business, including technical teams, legal, field service, sales, IT Security and senior management/directors.• Managed multiple vendors providing 3rd party software integrations to improve product performance, availability and security.• Key achievements include: - 38% reduction in the mean time to recovery (MTTR) of major incidents. - 52% reduction in the volume of major incidents. - 31% reduction in the overall volume of tickets into the service desk. - Identified revenue opportunities totaling £1.4 million through analysis of ticket data.

London, Gb

Leading a shift team responsible for facilitating restoration of service following degradation or outage for over 1800 services globally, covering 24x7x365. • Subject matter expert with working knowledge across complex infrastructures including IBM Mainframe, iSeries, Windows and Unix Server, networks and telecoms.• Led Incident Call Coaching, driving continuous service improvement and using expertise to instil recognised call management techniques across HSBC Incident Management globally.• Responsible for implementing systematic changes to HSBC Group Standard call escalation software, xMatters. Migrated Command Centre from a bespoke, outdated solution to a cloud-based version, improving functionality and saving costs.• Worked with local support to create a skilled ‘spoke’ major incident team in Turkey.

London, Gb

Managed proportion of re-engineering of HSBC Investment Services, overseeing migration from Warwick to Southampton. Reduced onsite headcount from 260 FTE to c.100 FTE by implementing process improvements and global migrations prior to migrating the remaining processes. Project completed on time and on budget.

London, Gb

Lead a team ensuring that the end to end processing of fund deals ran smoothly, from placement through to pricing. Delivered results of root cause investigations into any issues with trades, resolving within strict deadlines to minimise impact to trade processing.

London, Gb

Set up and managed a new team of 17 people covering a variety of administrative tasks including document scanning, banking, and post teams. Implemented change to document retention by reducing physical off-site storage of documents from 50 years to 7 years with a cumulative saving over the 50-year period totalling £6.7 million.

London, Gb

Various administrative roles for the retail bank.

Computer Systems Networking And Telecommunications

9 Gcse'S, 4 A-Levels