Mark Flahant Email & Phone Number

United Kingdom

City Of London, England, United Kingdom

London, England, United Kingdom

I lead a multi-talented, high performing, cross-functional and diverse Support Organisation globally; Service Delivery Management, IT Support Analysts, System administrators and Front-End Developers. I am responsible for ensuring the development and management of relationships, aid in the negotiation of business terms, drive results and provide business and financial analytics. As a member of the EMEA Senior leadership team I am responsible for ensuring global strategy is executed regionally. I… Show more I lead a multi-talented, high performing, cross-functional and diverse Support Organisation globally; Service Delivery Management, IT Support Analysts, System administrators and Front-End Developers. I am responsible for ensuring the development and management of relationships, aid in the negotiation of business terms, drive results and provide business and financial analytics. As a member of the EMEA Senior leadership team I am responsible for ensuring global strategy is executed regionally. I Influence strategy and execute, define targets and ensuring they are tracked; with a focus on revenue generation, utilisation and customer satisfaction.Current key achievements- Defined and led the team through an organisation transformation; bringing cost and operational efficiencies- Key stakeholder in the development and delivery of a new support framework targeted towards improving customer centricity and enhancing financial planning Show less

London, England, United Kingdom

During this role, I was member of the EMEA Senior Leadership Team, responsible for global strategy execution and ensuring regional targets align with significant focus on the northern hemisphere. I led a management group across EMEA, Americas and APAC with teams consisting of IT Support Analysts, System administrators and Front end developers. Responsible for customer escalation management, issue resolution, implementation requests and internal/external communications for Major and Critical… Show more During this role, I was member of the EMEA Senior Leadership Team, responsible for global strategy execution and ensuring regional targets align with significant focus on the northern hemisphere. I led a management group across EMEA, Americas and APAC with teams consisting of IT Support Analysts, System administrators and Front end developers. Responsible for customer escalation management, issue resolution, implementation requests and internal/external communications for Major and Critical incidents.I have had a number of successes in this role and several of these are - Bringing consistency to processes globally, ensuring customers receive the same high standards of services 24/7- Establishing measures to improve end to end ticket management leading to 70% reduction in tickets and reduction in internal and external escalations- Led enhancements to internal analytics to enable data driven decisions to meet strategic goals- Improvements in communications for internal and external events; Maintenance and Incident- Established automation to reduce incidents, improve stability and user experience of the services we provide Show less

London, England, United Kingdom

I have taken charge of connecting our organisational strategy and output, working to build a customer-centric service provision that meets stakeholder directives, follow the overall organisational strategy and regularly exceeds expectations. This includes co-chair of various governance boards to drive conformity and efficiency across the organisation.Team management is one of the core tenets of my role, and I manage and coordinate members’ activities across several international sites… Show more I have taken charge of connecting our organisational strategy and output, working to build a customer-centric service provision that meets stakeholder directives, follow the overall organisational strategy and regularly exceeds expectations. This includes co-chair of various governance boards to drive conformity and efficiency across the organisation.Team management is one of the core tenets of my role, and I manage and coordinate members’ activities across several international sites, including France, the UK and India. I have full responsibility for the Data Analytics team and have built a new customer service team from the ground up, promoting knowledge sharing and transfer activities as well as ongoing training and development to ensure they are prepared for every challenge. Leading our Product Owners, I have also spearheaded the product evolution of Amadeus’ Customer and Case Management portals. These efforts have substantially streamlined and improved case management and overall handling times.My efficiency improvement initiatives have produced results in critical areas including Automation, Reporting and Communication, and I have established corrective and preventative procedures to future-proof operations.Though my successes during this time are many, several highlights include:• Methodology and training plan implementation allowing for the expansion of the customer service team’s case execution and scope by 65%• Driving analytic improvements for a human-centered and customer-minded approach• Implementing the governance model for service and digital improvement, and introducing new automation enhancements Show less

London, England, United Kingdom

Drawing on my prior product, service and managerial experience with Amadeus, I integrated into the role of Manager of Airline IT Operations with ease, relishing the opportunity to work with and lead internal teams.I constructed and coached my teams in order to secure our performance targets and develop the service provided from day one. I led them through training, process transitions, and other professional activities to make sure they were operating at full capacity throughout, and… Show more Drawing on my prior product, service and managerial experience with Amadeus, I integrated into the role of Manager of Airline IT Operations with ease, relishing the opportunity to work with and lead internal teams.I constructed and coached my teams in order to secure our performance targets and develop the service provided from day one. I led them through training, process transitions, and other professional activities to make sure they were operating at full capacity throughout, and this work was recognised as exceeding all strategic targets YOY for each of my three years.On the strategic side of things, I handled the division’s resource planning, and provided technical support across many areas, delivering improvement initiatives wherever possible, streamlining operations, improving the customer experience and managed complex issues. Show less

London, England, United Kingdom

During my six months in this managerial position, I led the Service Management Centre Global operations technical support teams and the London Airline IT team, and was able to successfully coordinate and standardize activities across a large geographic region.I enjoyed getting stuck in with an array of different teams, guiding their development, identifying knowledge gaps and providing expansive support and advice to help them succeed, all while managing several key operational areas… Show more During my six months in this managerial position, I led the Service Management Centre Global operations technical support teams and the London Airline IT team, and was able to successfully coordinate and standardize activities across a large geographic region.I enjoyed getting stuck in with an array of different teams, guiding their development, identifying knowledge gaps and providing expansive support and advice to help them succeed, all while managing several key operational areas. My work helped to push these teams to consistently meet operational KPIs and quality targets, which ensured a consistently excellent service for our customers.In terms of higher-level engagement and activities, I also developed strong relations with key stakeholders to implement and align strategies, and regularly reported activities and represented the Global Customer Care division in technology platforms and engineering forums. Show less

London, England, United Kingdom

Moving into an analyst role, I used my practical knowledge of the company’s operations, products, teams and processes to provide support to Global IT Support Services, delivering functional and technical analyses that led to accurate diagnoses and long-term solutions.As single point of contact for major problems in Amadeus products, I handled a vast range of issues and oversaw the handling of the incidents, building a culture of swift resolutions. Part of this was directing resources to… Show more Moving into an analyst role, I used my practical knowledge of the company’s operations, products, teams and processes to provide support to Global IT Support Services, delivering functional and technical analyses that led to accurate diagnoses and long-term solutions.As single point of contact for major problems in Amadeus products, I handled a vast range of issues and oversaw the handling of the incidents, building a culture of swift resolutions. Part of this was directing resources to reach case closure and prevent incident re-occurrence. My support and knowledge management services extended across internal operations and large and small external customers utilising the company’s products.During my year and a half in this role, I reduced the mean time for customer communication and recovery, thereby minimising customer impact and ensuring the necessary information to make business decisions was in place. Show less

London, England, United Kingdom

Not only my first team leadership role, but my first international, multi-team role with Amadeus, the position of Team Leader for Airline and Airport IT allowed me to take a hands-on approach with support for the London team and others in Munich.I developed and championed colleagues’ knowledge while serving customers as Amadeus product users’ point of contact, ensuring timely resolution of product application issues, ensuring a high standard of far-ranging service and quality that… Show more Not only my first team leadership role, but my first international, multi-team role with Amadeus, the position of Team Leader for Airline and Airport IT allowed me to take a hands-on approach with support for the London team and others in Munich.I developed and championed colleagues’ knowledge while serving customers as Amadeus product users’ point of contact, ensuring timely resolution of product application issues, ensuring a high standard of far-ranging service and quality that inhabited the company’s core values and provided system integrity for all users.I also conducted the annual and mid-year reviews in order to identify and plan for team training needs, built around staff knowledge gaps and established KPIs. Show less

London, England, United Kingdom

In my first role with Amadeus, acting as first- and second-level service desk, I operated as a DCS Support Specialist, pooling prior similar operations and passenger services experience. Here, I worked to support Amadeus customers in their use of the company’s products and solutions.I was the single point of contact for incidents, service requests and calls, with full customer-facing responsibility for the recovery of functional and technical incidents and requests, escalating cases as… Show more In my first role with Amadeus, acting as first- and second-level service desk, I operated as a DCS Support Specialist, pooling prior similar operations and passenger services experience. Here, I worked to support Amadeus customers in their use of the company’s products and solutions.I was the single point of contact for incidents, service requests and calls, with full customer-facing responsibility for the recovery of functional and technical incidents and requests, escalating cases as necessary to internal resolver groups within or third-party providers.I developed swiftly in this role, going the extra mile wherever possible, and soon adopted additional responsibilities, including the implementation of user guides and troubleshooting manuals, the provision of solutions to the escalation process, and assistance in the installation of Amadeus products for the team. Show less

London, Heathrow

As Sales & Operations Supervisor with China Airlines, I reported directly to the General Manager for the UK, handling day to day management and long term planning of the business’s operations, coordinating all departments and ensuring service was always above standard.Here, I managed and developed a team of four direct reports, with full oversight of the recruitment process, and my regular duties entailed managing H&S (compliance, promotion and policies), rostering, and monitoring… Show more As Sales & Operations Supervisor with China Airlines, I reported directly to the General Manager for the UK, handling day to day management and long term planning of the business’s operations, coordinating all departments and ensuring service was always above standard.Here, I managed and developed a team of four direct reports, with full oversight of the recruitment process, and my regular duties entailed managing H&S (compliance, promotion and policies), rostering, and monitoring customer service levels, including conducting audits.I also negotiated contracts, liaised with stakeholders and business partners, and was ultimately elected to represent Terminal 4 Airline Operators Community in the Passengers with Reduced Mobility Governance Group for London Heathrow. Show less

London, Heathrow

In my final position with Cobalt, I continued my progression through Passenger Services, now reporting to the Passenger Services Manager. Here, I delved deep into the management and coordination of the entire operation, covering 45 flights per day and 10 customer airlines.I led my team of around 200 full-time employees, ensuring all departments – Check-in, Operations, Ticket Desk, Ramp, Baggage and Maintenance – operated cohesively with each other, creating a built-in support network… Show more In my final position with Cobalt, I continued my progression through Passenger Services, now reporting to the Passenger Services Manager. Here, I delved deep into the management and coordination of the entire operation, covering 45 flights per day and 10 customer airlines.I led my team of around 200 full-time employees, ensuring all departments – Check-in, Operations, Ticket Desk, Ramp, Baggage and Maintenance – operated cohesively with each other, creating a built-in support network for each area. Additionally, I also inhabited project management duties and took an active role in the disciplinary process. Regardless of the challenge, I worked to ensure service level agreements were met, on time departure was prioritised, and safety was consistently maintained. Show less

London, Heathrow

Progressing into a supervisory role, I reported directly and regularly to the Passenger Services Duty Officer, ensuring my output and that of the team was in-line was expectations. My responsibilities in this position included customer relationship management, troubleshooting and H&S compliance, all wrapped around the day to day management, supervision and development of a customer-focused front line team.

London, Heathrow

My first professional role was with Cobalt, which introduced me to the airline services industry. Here, my duties included processing passengers at the gate and managing their successful check in; swiftly resolving all issues with documentation regarding reservations, lost and found, and property irregularities. Throughout my year and a half as a Passenger Services Agent, I aimed to deliver timely and expert assistance to each and every customer, airside and landside.