Mark Hunter Email and Phone Number
Colchester, England, GB
Mark Hunter's Location
Colchester, England, United Kingdom, United Kingdom
Mark Hunter's Contact Details
Mark Hunter work email
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Mark Hunter personal email
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Mark Hunter phone numbers
About Mark Hunter
Influential business technology Leader passionate about delivering high value, customer-focused solutions across the enterprise. Implemented changes resulting in as much as 40% customer satisfaction improvement. ITIL and ServiceNow expertise applied in a variety of roles over 17+ years. Management of operational budgets of $75M+ and driven multiple transformation programs resulting in up to 40% savings. Works comfortably with Executive Management to shape strategic direction and long-term vision. Proven ability to deliver transformations programs including shift to the Cloud, outsourcing, Enterprise self-service, Global IT optimization and other global programs. Demonstrated expertise in planning, selecting, designing, implementing and operating technology platforms and models to achieve dramatic, bottom-line results. A proven track record of developing high performing teams, solving problems and delivering business value. Strong leadership and organizational skills with the ability to develop, inspire and influence others.
Mark Hunter's Current Company Details
Wtw
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Global Head of IT Service Management, Operations and Enterprise Platform
Colchester, England, GB
Mark Hunter Work Experience Details
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Global Head Of It Service Management, Operations And Enterprise PlatformWtwColchester, England, Gb
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Global Director, Service Management, Operations & Enterprise PlatformWtw Jul 2023 - PresentLondon, England, GbDelivering significant technology transformation -
Global Director - It Service Management, Governance & Enterprise Platform (Servicenow)Wtw Aug 2020 - Jun 2023London, England, GbGlobal responsibility across WTW Enterprise Technology for ITSM process governance, ServiceNow platform, MSP performance and contract management, business communications and IT service reporting - an operational budget of $75M+. Leading a team of 150+ internal and external colleagues who play a critical role in delivering and governing services across our infrastructure, service management, end user, cloud and ITSM platform functions. Manages the performance of a major ($60M+ annually) MSP through a governance framework, service levels and associated improvement processes, penalties etc. A key stakeholder in our strategic transformation program to outsource our services to a partner resulting in improved innovation, self-service, operational effectiveness, improved end user experience and ultimately cost of service (reduced operational budget by 20%). Working across many IT and business stakeholders to ensure that service performance meets their needs and that the appropriate governance processes are in place to support effective engagement and appropriate accountability across teams and providers.
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Service Transformation DirectorWtw Sep 2018 - Aug 2020London, England, GbLeading various transformation activities to standardize, integrate and innovate our IT service offerings across the group. Delivered approx. $4M in efficiency benefits over 2 years and completed the ground work for subsequent integration and standardization across the globe. Working across corporate function teams (IT, HR, Facilities, payroll etc.) to create a better service experience for colleagues.Integrated over 40 countries and business units with our standard IT service model to enhance colleague experience (up to 40% CSAT increase), reduce risk and work more intelligently. Realigned IT colleagues within our standard org model, implemented self-service, enhanced service desk offerings and implemented a standard, automated onboarding process.
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Global Director, It Service Management & Enterprise Service Platform (Servicenow)Wtw Aug 2016 - Sep 2018London, England, GbGlobal responsibility for all IT Service Management activity and best practice across the group. Includes service governance and best practice, process ownership, change management, problem management, service transition and continual improvement function. Ownership and management of WTW ServiceNow instance and operational responsibility for the global service desk, identity and access management, reporting and service level management, and regional service management team (critical incident management and BRM). Involved leading a team of approx. 200 colleagues in over 10 countries (both Internal FTE's and partners) and an operational budget of $12M+A key owning stakeholder in the IT transformation program as Willis and Towers Watson merged. The program reviewed, re-designed, and re-organised our entire IT service organisation and selected a new strategic service partner to assist in the delivery of services. This program delivered 40% operational cost savings and was hitting target SLA and CSAT targets within 4 months of implementation.
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Global Director, It Service Desk & Service Management PlatformWtw Apr 2015 - Aug 2016London, England, Gb• Global responsibility for service desk function and a team of approximately 60 associates based in the U.S. and India.• Implemented significant process improvement within the Service Desk so that resources can better utilize their time e.g. knowledge management, streamlined incident and request processes.• Ownership globally of incident, request and problem management processes.• Ownership globally of the ITSM (ServiceNow) platform and all associated process improvement and enhancement activity.• Successfully reshaped and refocused the SN development team; now more productive than ever and producing weekly enhancements of a high standard.• Delivered significant improvements across our ITSM platform and driven the on-boarding of various groups, e.g. more complete CMDB, self-service portal, 15+ new countries now using SN for all case management activities.• Built and maintained strong, productive relationships with internal and external stakeholders at all levels e.g. SN relationship resulted in cost savings of approx. $400k (approx. 20%) at the first contract renewal.
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Executive Director, Global Infrastructure, Support And Service ManagementWillis Re Jan 2010 - Mar 2015London, England, Gb• Responsible for all specialised infrastructure, support and service management globally for Willis Re.• Leading the establishment, implementation, operation, monitoring, and improvement of all service management practices in the delivery of IT services to the business group.• Leading a multidisciplinary team of technical associates and support leads in the UK, US and Mumbai.• Developed and implemented new processes to gather feedback and metrics with which performance can be measured and reported against KPI’s. 2014 survey demonstrates that 97% of business associates are satisfied with the quality of our technical support services.• Managing IT services to support end-to-end business processes in an optimum manner, e.g. 2012 re-architecture of critical platforms resulted in faster analysis times, improved reliability and a saving of $1.2M.• Directly responsible for managing an annual hardware, software, and storage budget of approximately $12 million.• Recruiting and restructuring within the team to cope with significant and rapid growth of the business; creating career development frameworks and training plans to ensure the development and progression of associates.• Establishing a culture of continuous service improvement across the enterprise – leading a global, collaborative online community for ITIL Service Management best practice.• Create and drive business cases through to approval; illustrate ROI, real business value of investment, produce cost estimates, predictive analysis around future usage, cost fluctuations, business process change and optimization. -
International Infrastructure & Support Manager, Divisional DirectorWillis Re Aug 2007 - Dec 2009London, England, Gb• Day-to-day accountability for operating and supporting all International (non-US) catastrophe modelling systems.• Managing UK team members, prioritising and delegating work as necessary.• Focused on delivering exceptional customer service and creating a reliable infrastructure that demonstrates value.• Improved levels of business engagement with team leads to ensure expectations and quality are managed appropriately.• Providing ITIL best practice thought leadership, develop projects and recommendations for process improvement; piloted and implemented a new incident / task management system with associated processes.• Developed a business case for new asset and configuration management system. Developed associated processes and implemented to the team.
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Systems AdministratorWillis Re Aug 2005 - Aug 2007London, England, Gb• Providing a range of technical support and administration services within a specialised, BU-embedded technology team.• Performing all incident management, problem management, change management, deployment management and asset management for the International business group.• Managed the deployment, maintenance and support of commercial catastrophe modelling platforms from RMS, AIR and EQECAT (Windows based with MS SQL Server).• Managing large volumes of data, archiving shares, SQL Server attach, shrink, restore.• MS Windows, MS Office, typical desktop and Citrix technical support.• Liaising with suppliers, corporate IT dept. and business users to provide high quality, agile support services.• Business analysis and infrastructure architecture assistance to internal development team.• Documentation of technical tasks as well as user guides.• A key contributor to a large project aimed at industrializing global catastrophe modelling platforms from regional office PC’s to global datacentres.
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Web Developer / Technical Support SpecialistFargo Systems Oct 2004 - Aug 2005Exeter, Gb• Acting as the single point of contact for end-to-end technical support for all customer issues including proprietary TOPS software, MS Office, hardware, networking and printing, Windows OS, MS SQL Server.• Client site deployments of servers and proprietary TOPS software.• Training delivery.• PC rebuilds and hardware maintenance.• Website design and development using PHP, VBA, MySQL. -
Business Systems Analyst / Support ConsultantUnilever Jul 2002 - Aug 2003Blackfriars, London, Gb• Full time, paid placement year as part of my BCS (British Computer Society) professional development scheme. • Design, build, deploy and testing of Oracle / UNIX based CRM systems.• End user support and training.• Data migration and software updates.• Management of deployment and change schedules; communicating schedules to customer base.
Mark Hunter Skills
It Strategy
It Service Management
Project Management
Itil
System Administration
It Operations
Change Management
Data Center
Business Relationship Management
Cloud Computing
Vendor Management
People Development
Disaster Recovery
People Management
Business Process Improvement
Sla
Business Continuity
It Management
Virtualization
Vmware
Deployment
Sql Server
Software Installation
Databases
Citrix
Windows
Infrastructure
Service Management
Sql
Hardware
Iso 20000
Mark Hunter Education Details
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Itil Expert V3 & 4 -
Itil Expert
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University Of BrightonComputer Studies
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St Albans High School, Ipswich, UkGcse'S A-C
Frequently Asked Questions about Mark Hunter
What company does Mark Hunter work for?
Mark Hunter works for Wtw
What is Mark Hunter's role at the current company?
Mark Hunter's current role is Global Head of IT Service Management, Operations and Enterprise Platform.
What is Mark Hunter's email address?
Mark Hunter's email address is ma****@****k21.com
What is Mark Hunter's direct phone number?
Mark Hunter's direct phone number is +151720*****
What schools did Mark Hunter attend?
Mark Hunter attended Itil Expert V3 & 4, Itil Expert, University Of Brighton, St Albans High School, Ipswich, Uk.
What skills is Mark Hunter known for?
Mark Hunter has skills like It Strategy, It Service Management, Project Management, Itil, System Administration, It Operations, Change Management, Data Center, Business Relationship Management, Cloud Computing, Vendor Management, People Development.
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