Mark Smith Email & Phone Number

Bedford, England, United Kingdom

Leading the UK service organisation for Unify, functions including Project Management, Professional Services, Service Management and Technical Support teams covering 24x7 services.Responsible for overall delivery of services to Unify customers ensuring delivery to contractual commitments within an ITIL process driven environment.Responsible for strategic planning for the services delivered based on the changing needs of customers and the evolution of products supported across the Unify portfolio and from 3rd party partners.A major part of the role over the 4 years has been to manage the transformation of the business with regards to personnel based in the UK, driving efficiency throughout the organisation with development of automation and moving functions to nearshore teams where possible.

Leading the UK service organisation within Atos for Unify, functions including Project Management, Professional Services, Service Management and Technical Support teams covering 24x7 services.Responsible for overall delivery of services to Atos and Unify customers ensuring delivery to contractual commitments within an ITIL process driven environment.Responsible for strategic planning for the services delivered based on the changing needs of customers and the evolution of products supported across the Unify portfolio and from 3rd party partners.A major part of the role over the 4 years has been to manage the transformation of the business with regards to personnel based in the UK, driving efficiency throughout the organisation with development of automation and moving functions to nearshore teams where possible.

Heading up the Service management team within Atos in delivering to Unify and Atos direct customers and partners.Management of a team of Service Development Managers, Project Managers, Service Transition and Management reporting team.Driving team performance to ensure service delivery for over 100 customers and 350 different SLA categories across 24x7 services in private and public sector business.Working with sales to develop new sales opportunities to provide incremental growth in service revenue.

Service Director role within Unify responsible for the BBC account, managing the delivery of all voice services across the UK.Acting as the primary customer contact representing Unify, seen by the customer as the trusted partner in the relationship. Management of a dedicated team of people responsible for 24x7 service delivery.Operational process development in an ITIL service model Service reporting against contractual KPI'sRevenue development initiatives to drive incremental revenueContinued Service Improvement initiatives

Wellingborough, England, United Kingdom

Management responsibility for all UK Managed Services including -Service DeskRemote MonitoringVideo ConferencingCall loggingMoves Adds ChangesOverall responsibility for over 60 staff delivering 24x7 services Responsible for delivery of contractual SLA's per customerPeople ManagementPeople DevelopmentWorking with the sales teams to identify new opportunities and areas of growthManagement reportingCustomer care and CSATEscalation Management Service Reviews with customersOperational Process Development