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 release plans whilst setting expectation for delivery of new functionalities. Prioritisation of stories, epics and themes to ensure work focuses on those with maximum value and aligned with the product strategy and business goals.Role Achievements• 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 development and innovation was met until it’s retirement. In parallel, delivered its replacement product (Customer Service Management) working with multiple vendors, partners and business stakeholders ensuring requirements were met and in line with the business case.• 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 to deliver services over annual terms.• 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 level for its replacement.

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 and its stakeholders as well as mentoring team members on the Agile Framework and coordination of their deliverables.Experience• 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• Own Product release sign-offs• Elicit and translate business requirements into product requirements• Drive continuous improvement process for the product and associated processesKey Skills• Highly analytical and methodical approach to problem solving• Internal & External Stakeholder Management • Strong organisational and prioritisation skills

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, Service Operations and Prince Project Management best practices. I also have excellent communication skills which ensures clear understanding of requirements and strong coaching and mentoring skills ensure those I manage have the ability to deliver to meet the requirements. Proficient negotiation skills allow me to optimise delivery from third party suppliers, encouraging them to deliver beyond their contractual obligations. I deliver projects to the business through close engagement with Project Delivery and also work closely with Innovation in translating business requirements and service strategy into business as usual operationally supported services.I also lead SLA negotiations with the customer and perform Operational Acceptance and Service Reviews of functional services and act as the first point of contact for escalations within supported services.Other duties include:• 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.• Drive Client satisfaction.• Ensure Service Level Agreements are signed off and maintained for the Service Portfolio.• Eliminate repeat Service issues through detailed problem and root cause investigations.

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 Level with the Global Directory Services Suppliers. My overall job responsibility was to manage the performance of the Global Directory Services suppliers which faces-off with the Global Directory Services supplier organisations and retained IT, focusing on resolving operational, contractual and process issues. My role had an active involvement in the compliance and contract management of the providers, including the management and impact of contract changes and service costs. I was also responsible for all Global Messaging and Directory Service projects raised to HP, where I quality assured the project request, reviewed the project proposal that was returned & assisted with any disputes around project hours consumed.

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 were managed effectively according to OLA's and underpinning contracts. It also included activities for ensuring the HP GMDS team resolved all operational and performance related issues and that the additional requirements were fulfilled according to agreed expectations. I was also responsible for ensuring that SLA metrics associated with incidents, problems, changes and service requests were managed effectivelyMy role during this time was also responsible for supporting the Global Service Quality Director in ensuring that Business Office processes and procedures were executed consistently across regions.

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 adhered to within these departments.Although my main focus was Europe, I also liaised with other worldwide Unilever Change teams. My role also involved writing and updating process documentation and providing Change Management training. Training was given both on an ad-hoc basis and also a more formal training session that involved anywhere up to twenty people. I also attended Daily Production Control Meetings (DPCM) to provide an improved visibility of Significant/Major and Emergency Changes and those relating to Urgent Incidents.The Change Management process aims to optimise the balance between stability and flexibility within the IT infrastructure. Taking this into account the Change Analyst has delegated authority from the Change Manager for the day to day application of the process and any matters arising in order to meet the policy objectives of the process.

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 Windows XP.