Mark M Email & Phone Number

United Kingdom

United Kingdom

Liverpool, United Kingdom

• Providing vision and direction to a global team and throughout the lifecycle of delivery responsible for the definition of the product vision and roadmap. Identifying business growth opportunities, leading the product.
• Product Owner for both the ‘end of life’ (legacy) and product replacement (ITSM HelpDesk). Managed the end of life product delivering ITSM capabilities to all of Unilever’s Marketers and agencies ensuring that.
• Led commercial agreements with the product partners both for the ‘create’ and ‘run’ licensing costs (+£1million) for the replacement product. Working with legal and procurement to commercially agree with two partners.
• Managed a ‘proof of concept’ with several leading ITSM vendors (Magic Quadrant) and led the vendor/product and overall RFP process to deliver.
• Led the onboarding of a new ‘Systems Integrator’ partner to support the product transformation as well as ongoing delivery of service defining commercials and resource model to support.
• Created the business case for the product replacement identifying cost, user experience and time saved as the founding principles for replacement. Worked with the Central Technology Office and gaining approval at CIO.

Port Sunlight

• A Product Owner for Operational Support and HelpDesk Tooling, sitting across two key support functions enabling the execution of Unilever’s Digital strategy. I provide vision and direction to the Agile development team.
• Agile/Scrum Delivery
• Management and Prioritisation of Product Backlog
• Translate product requirements into User Stories with Acceptance Criteria
• Own the definition, development & adaptation of the product vision and roadmap
• Own and define product's user experience

Port Sunlight, Wirral

• A Global Service Delivery Manager with experience of managing in-sourced teams, as well as third party suppliers. Having an extensive ITIL background, I am fully conversant with Service Design, Service Transition.
• Lead pro-active Service Planning.
• Drive up availability of production Services.
• Drive down Incident volumes.
• Lead improvements and drive compliance to the agreed Service Management process.
• Proactively identify, scope, lead and deliver Service Improvement plans.

Chester, United Kingdom

I worked as a Service Quality Lead for Unilever Enterprise Computing Services where I managed our supplier - HP who maintained Unilever's Global Messaging and Directory Services which includes Active Directory, Exchange, SIM, SMS and Lotus Notes. My role as a Service Quality Lead had responsibility for ensuring the achievement of the outsourced Service.

Chester, United Kingdom

My job responsibility was to support the Service Quality Manager in ensuring that the HP GMDS team resolve all incidents and problems within the defined services in accordance with the agreed Operational Level Agreement (OLA) or Underpinning Contract (UC). The role was also responsible for ensuring that incidents, problems, changes and service requests.

Chester, United Kingdom

Working as a Change Analyst I was involved in processing and monitoring minor, significant, urgent and major changes that were being made to the Unilever infrastructure. The Change Analyst role acts as the link between the different departments engaged in the Change Management process and is responsible for ensuring that the Change Management process is.

Chester, United Kingdom

I worked for Unilever Europe IT supporting over 40,000 users across Europe using XP and NT operating systems. Support was given in over 1000 applications including NT, XP, SAP, Outlook, Lotus Notes, Oracle and MS Office to name a few. PC Anywhere, Terminal Services, SMS and Remote Assistance was used to access systems across Europe both in Windows NT and.