Mark Everitt Email & Phone Number

Winchester

• Led the Service Design and Transition on a high-profile IT technology refresh program at Arqiva in Winchester.
• Produced Service Design, Requirements, Transition Plan, Acceptance Criteria, and Early Life Support Approach.
• Ensured operational handover with Knowledge Transfer planning and implementation for seamless service delivery.
• Worked diligently to align service delivery with Business Requirements and ensure full support.

Time to enjoy Spain and Japan with the family.

Fleetwood

Design of the TOM, Organisation and ITIL Process Model Responsible for the build and implementation of a new Service Management capability to support a Multi Supplier Model (Hosting, MIS, Networks, Service Desk)Selection, configuration and implementation of the ITSM Toolset including implementation of Service Catalogue and integration with supplier.

Bracknell

0365 / Windows 10 Global Deployment - Service Management Workstream LeadLeading Resolutions is a business focused IT consultancy and advisory who I am very proud to have strong associations with. The Leading Resolutions leadership team and senior consultants are experienced industry IT practitioners who collectively have run large IT blue-chip operations.

Fleetwoord

SIAM Design, Target Operating Model, Operational Design, Process Design, Supplier Selection (RFP), Contracts

Manchester, United Kingdom

SIAM Service Design and Transition Consultant across a number of key outsourcing programmes including Data Centre, Data Networks, Voice and DesktopDesign and implementation of the Supplier Governance FrameworkEstablishment of the SIAM framework and in house ITSM capability

• SIAM Service Introduction / Transition Lead for the Global Outsourcing Programme (Outlook) for IT Services including Voice & Data, Infrastructure, Data Centre and ApplicationsAs part of this Programme TNT has.
• Service Provider selection, RFI/RFP, Due Diligence and Contracts
• Creation of the SLA Framework
• Organisational design of the SIAM retained organisation required to support the Target Operating Model (TOM) including sizing
• Creation of the Support Models for transition and service commencement
• Design of the SIAM process model for Service Operations and Solutions Delivery

• Worked with ATOS as a Trusted Associate to deliver Service Management Consultancy to TNT ICS Express as part of its global organisational transformationWork Packages included;
• Design and implementation of a new 24x7 Global Major Incident Management Process and Function
• Benchmarking of the levels of service provided by the Central Service Centre. This was already an HDI award winning service desk, however areas for improvement were identified and implemented.
• Project to improve the stability of a suite of critical applications providing business services on a global level. This was a key strategic service stabilisation programme for TNT during 2012. Focus was around.
• Implementation of Dashboard style management reporting linked to the Service Management tool (Service Now and Mirror 42)
• Review of the global Problem Management process and organisation

Responsible for the Service Design, Implementation, Contract Management, Financial Management & Ongoing Service Delivery for both the Knowsley and Stoke, Building School's for the Future (BSF) Programmes. This covered over 100 existing schools and 23 new build schools and academiesMain responsibilitiesTo deliver this large complex contract to the required.

Reporting to the Head of Service Design & Introduction, responsible for the development of Support & Delivery processes to support a large financial merger and banking transformation programme. I was responsible for the following;Ensuring that Service Management principles were embedded and considered throughout the project lifecycleEstablishment of.

I was employed on a contract basis as a lead Service Design & Transition Consultant working directly to the Head of the Service Design. Responsibilities included;Definition of Service Design & Introduction processes and templates relating to the Service Design PackageTo work with IT to develop robust and efficient IT Services in line with customer.

Senior Service Delivery Manager for the Carlsberg & Arla Foods accounts in the UK.Responsibilities includedIntegral part of the account planning / delivery support strategyTransition of existing customer support for Infrastructure to be IBM supported, including creation of Interim Service Plan to ITIL standards.Manage delivery of service to contract.

Project based role that involved the management of the Cost / Sub Contractor Takeout and Strategic Reskilling programmes within IBM as part of the move towards an Assignment Based Organisation. Recognised by the Director of IBM Service Delivery, EMEA for my achievements and success in migrating the business to be fully assignment based with all associated.

This was a large-scale outsourced service desk operation delivered by IBM for AstraZeneca with support provided both from within the UK and Off Shore.Responsible for the end-to-end service including management responsibility for a team of 150+ staff.Budgetary responsibility including all costs and associated revenue targetsOwnership of the Service.

In this role I was responsible for the service design, implementation and service delivery of the European Service Desk.At the time this was the largest and most complex pan European account managed by IBM, providing a Centralised outsourced support solution across 18 Countries and 19 languages.This role carried with it a high level of European Travel.

Upon joining IBM I was immediately given management responsibility for the most complex Outsourced Service Desk managed by IBM in the UK.Over a period of time, I increased the scope and associated revenue of the service and turned it into the most productive Service Desk within IBM at that time.Second Line Management responsibility for a team of 130.

Implementation and management of the Skills Centre 2nd Line support desk as part of the overall Service Desk solution. Presented with the British Telecom Leadership Excellence award for pioneering and engineering support for Mobile Workers.