Mark Hunter Email & Phone Number

Colchester, England, GB

London, England, GB

Delivering significant technology transformation

London, England, GB

Global 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.

London, England, GB

Leading 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.

London, England, GB

Global 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.

London, 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.

London, 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.
• 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.

London, 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.

London, 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.

Exeter, 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.

Blackfriars, 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.

Education record

Education record

Bsc (Hons), Computer Studies

Gcse'S A-C