Mark Mcclintock Email & Phone Number

Auckland, New Zealand

New Zealand

Reporting to the Executive General Manager, member of the Executive Leadership team with 6 direct reports (Service Delivery Managers, Performance Managers and System Integration Managers), responsible for 230 staff across NZ and the Philippines. Appointed to the role to effect large scale business transformation to move the Service Delivery unit from transition to optimisation. Provide inspired relationship and business partner management to oversee all competencies activity across NZ and the offshore support teams to improve customer experience and optimise business outcomes to ensure UCG’s strategic business goals are achieved.Active member of the Senior Management Team to formulate and implement organisational strategy, growth and revenue opportunities and create a highly engaged organisational culture Empower, nurture and support managers to provide exceptional leadership to their teams and ensure training and development and performance objectives are agreed and implemented. This resulted in an engagement score of 4.3/5 in my first 6 months.Strategically manage UCG’s customer journey and business processes to continuously drive better customer experience outcomes Evaluate operational processes and procedures and develop strategies, implementation plans and improved stakeholder management with key external business partners to optimise and standardise all aspects of operations, project management and design managementEstablished and led a NZ business cross functional IT framework, working with business partners across CTO, Group and NZ, to prioritise and deliver key system infrastructure changes which drove customer experience improvements, operational efficiencies, and reduced costReporting and governance to the CEO and Board including analysis of projects costs/revenue, risk, and opportunity analysis

Auckland, New Zealand

Appointed to this role to establish a Centre of Excellence, single network operations hub, to manage all transactions and interactions with customers and field personnel, streamline and modernise the Security Operations Centre, ideate and execute a digital strategy with Chorus business partners and 3rd party vendors (Nokia), create simple, streamlined processes from end to end, ensure that Chorus’ network is always on, and that all fulfilment and assurance transactions are adding value for customers. The role reports to the Head of Operate and oversees an operational business unit of 80 with 8 direct reports.Developed, designed, and led an Enterprise transformational programme of work, across the Chorus ecosystem and external stakeholders, that successfully delivered significant cost and customer experience improvements to system, operations, and end customer fault management as part of the 5-year strategic business plan.Responsible for leading a team of high performing and engaged people leaders to deliver both business unit and enterprise strategic goals using agile and adaptive ways of working and driving and embedding new ways of working both within Chorus and with external partners and stakeholders. Executed a strategy with key internal and external business partners to overhaul the Security Operations Centre, providing automation, process, and cost improvements, that delivered improved 24x7 performance and network protection Contribute to the CNO Strategic business plan and budget with linkage to Chorus strategy and business plan and drive operational performance and improved customer experience through effective strategic planning and delivery

Auckland, New Zealand

Reporting to Head of Sales and Service, managed a high performing team of Commercial and Senior Service Delivery Managers, including 5 DRs and virtual teams to deliver successful revenue, product, operational and customer experience strategies for a multimillion-dollar customer ensuring protection and growth of the revenue stream for the Vodafone account.Responsible for the oversight and management of key joint customer deliverables across all Vodafone business units – Consumer, Operations, Technology and Business.Deliver financial performance to specified targets and supporting the development and delivery of a clear strategy for Chorus, for sales, product and operations, and assist in managing the team to achieve its strategic goals and direction.Deliver BAU, implement new services and identify new commercial and CX opportunities

Auckland, New Zealand

Overall responsibility for the Operational relationship with Vodafone, one of Chorus’ major customers. Managed the Chorus Service Delivery Team of 4 Senior Delivery Managers for the Vodafone Account and led delivery of end-to-end customer experience to defined targets & service levels. Delivered value to customers and Chorus through the efficient, effective management of the customer service experience and lead overall Account engagement with major focus on driving Senior Service Delivery Manager capability and development, in particular leading change and driving business strategy

Auckland, New Zealand

As part of the NGA Transformation team, provided effective Governance and dependency management across all activities that impacted on the fibre provisioning experience, including key improvement initiatives undertaken by RSPs and Service Companies to improve key customer experience measures.Business Owner for required systems capability, and provided subject matter expertise for requirements definition and testing for product and systems related projects that impact on fibre provisioningDelivered all process-based service improvement initiatives and managed the effective implementation of change across the value chain for all initiatives related to fibre provisioning, key operational SLAs and end customer experience. Designed and delivered new capability and process improvements required to enable great work management and delivered all performance and programme related reporting required to satisfy internal and external stakeholder needs, and related analysis support to the business and change initiatives.

Auckland, New Zealand

Accountable for ensuring the allocated customer and service experience required was delivered for services from regulatory requirements, contracts, products & solutions to established targets. Led the service experience for allocated customers and participate in customer visits, proactively seeking customer-oriented outcomes. Identified and implemented revenue growth & cost saving opportunities.

Auckland, New Zealand

Australia

United Kingdom

Engineering

Education record